Customer Service Representative

Amy Paparazzo acg8w5@r.postjobfree.com

PO Box **** 410-***-****

Sykesville, MD 21784

Objective

Seeking a position within the organization that would best utilize my years of customer service, clerical and

administrative knowledge

Personal Strengths

• People person

• Willing to take on new challenges and responsibilities

• Able to plan and organize projects, lead groups and work independently

• Positive, creative, responsible and dedicated

Work History

American Heritage Insurance Agency – Eldersburg, MD

Receptionist/Administrative Assistant

10/08 – Present

• Responsible for answering and directing all incoming calls and greeting clients in a timely, pleasant and

professional manner

• Process and distributing all incoming and outgoing mail

• Processing all licensing applications, client renewals and amendments for both the agency and licensed

representatives

• Basic accounting functions including writing of all agency checks, weekly bank deposits, balancing agency

checking accounts and commission statements

• Accurate data entry of insurance applications, policy renewals, claims and accounting information

• General office duties including printing of all daily, weekly and monthly reports, filing and supply orders

Ford Motor Credit Company – Columbia, MD

Customer and Account Service Representative

04/92 – 04/98

• Contact customers for payment arrangements of delinquent accounts including those over 90 or 120 days past

due

• Suggest appropriate solutions to resolve customer delinquency in accordance to company, state and federal

guidelines

• Maintained an average daily delinquency record of under .2% for accounts over 30 days past due

• Handle incoming calls while processing daily work

• Familiar with all collection remedies to issue, apply or process to an account

• Prepared, processed reviewed and approved credit applications and contracts for Transfer of Equity and

Rewrite Customers

• Trained new employees entering the department

• Department floater – able to handle all jobs within the department at any given time

• Assisted in the development of the “work flow” system to transform the company into a paperless society

Lease Termination and Vehicle Liquidation Representative

04/98 – 05/03

• Contact customers and/or dealerships for the return of leased vehicles

• Processed all paperwork and repossessions within 24 hours of receipt in accordance to state regulations

• Sent all state specific notices to customers within 24 hours of repossession

• Aware of both lease and repossession rights according to state regulations

• Created training manual for lease terminations

• Department floater – able to handle all jobs within the department at any given time

Quality Assurance Representative and Transformation Team member

05/03 – 07/06

• Monitored calls for professionalism, correct handling of account and adherence to company, state and federal

regulations

• Held monthly feedback sessions with each representative monitored to provide areas of strengths and areas for

improvement

• Participated in nationwide conference calls to calibrate meetings and guidelines between all Service Centers

• Worked with the Learning and Development Department as a trainer for new company system that was rolled out

company wide

• Assigned to any department that needed assistance

• Worked with Lease Termination Department to reduce average days to termination

• Worked with Vehicle Liquidation Department to reduce average days in inventory

• Worked with Title Department and lead team working title transformation when Service Center closed. Was

aware of location of all titles, and coordinated shipment of titles to correct Service Center

Volunteer Experience

Girl Scouts of Central Maryland, Troop 401 – Odenton MD

09/00 – 06/07

Education

Lewis S. Mills High School

Burlington, CT

Graduated June 1985

Skills

Highly proficient with several Microsoft Office programs, specifically Excel, Word and Outlook.

Current typing skills 40 – 50 WPM. Extremely organized, reliable and a team player. Enjoy learning

other positions to assist when needed

Hobbies

• Traveling

• Scrapbooking and card making

• Movies

• Meeting new people

Contact this candidate