Customer Service Management

Lovell J. Blake

**** **** **** **. *******, FL **882 561-***-**** ***********@*****.***

ADMINISTRATIVE PROFESSIONAL

Dedicated and focused senior Administrative Professional who excels at prioritizing, completing multiple tasks

simultaneously while ensuring accurate and quick responses to achieve project goals.

AREAS OF EXPERTISE

• Professional • Issue Resolution • Time Management • Resourceful • Dedicated Team Player •

Proactive • Trainer Microsoft Office Proficiency • Knowledge of Fair Debt Collection Laws

PROFESSIONAL HISTORY

Senior Credit and Collection Representative

Comcast Cable, West Palm Beach, FL

September 2005 to

With nine years of collections and customer service experience able to deliver skilled resolution of past due

Present

customer accounts and discrepancies while exceeding both external and internal customer expectations. Review,

process and approve invoices for payment, initiate collection activities (telephone, letters and email), analyzed and

manage various collections reports to decrease bad debt. Managed and maintained spreadsheets with collection

summary for fiscal reporting.

• Managed credit and collection activities for the Florida region in accordance with Fair Credit Debt.

• Implemented incentive programs for contractors.

• Contributed to cost-saving effort with detailed reports to reduce bad debt and NSFs.

• Instrumental in launching and creating process and procedures for new collection platform (Collection Management

System – CMS)

• Achieved at resolving daily quota of research documents and administered credit to reconcile disputed balances.

• Successfully trained new hires

• Handled Bankruptcy compliance utilizing legal collection practices.

• Collaborated with outside collection agencies, to ensure credit bureau compliance with customers collection protocols

September 2003 to Customer Service (Front Counter Representative)

September 2005 Comcast Cable, Delray Beach, FL

Played a pivotal role in marketing and sales of company’s products, processed payments for accounts receivable,

facilitated equipment upgrades, and managed cash drawer with accuracy.

• Exceptional communication and customer service skills

• Ability to de-escalate with diplomacy irate and difficult customers

September 2001 to Customer Service (Call Center Team Leader)

September 2003 Comcast Cable, Delray Beach, FL

Provided lead supervision to night shift employees, calls and metrics, providing feedback, coaching and reporting of data.

• Good understanding of call center operations

• Ability to review departmental processes and work flows with view of improving efficiency

• Ability to oversee, establish and document departmental procedures

• Provided feedback to management for annual performance reviews of team members

Career Note

• Received various milestone certificates and employee of the month awards

• Attended Supervisor training at Comcast University

• Frequently volunteered at local community schools, and at Comcast Care Day

• Graduated from Royal Business School, New York City, NY

• Notary

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