Customer Service Sales
Resume:
Cornell Spencer
*** ***** **** **** *****, NC ***62
*******.*****@*****.***
Summary of Qualifications
I am an enthusiastic business and bank
professional. I have a proven customer
service track record of establishing and
maintaining an excellent relationship with
our customers and my associates. I am
extremely knowledgeable and my expertise
includes banking solutions, problem analysis
and resolutions, credit analysis, oral and
written communications, and proficiency of
Microsoft Word, Excel, PowerPoint and
Outlook. I also have experience with the
following additional systems: Armadillo,
Aspect ACD, Lamp/ ISERIES, AS400, BOSS, Fast
Data, LPS, Empower, SharePoint, MS Office
Software, RMS, MBNA, CROSS and TYSYS
Bank f America, Greensboro,NC Oct 2011 -
Banking Mar 2014
Employment
Quality Analyst
Screened incoming and outgoing calls to ensure
quality, customer service, and adherence to
the policies and procedures of this
organization.
Provided feedback to assist in the creation of
performance improvement goals and the
development of training programs.
Worked in a collaborative dynamic team
environment and interact at all levels.
Multitasked and managed multiple tasks with
changing priorities in a cross-functional
environment.
Effectively works under very broad direction
with minimal supervision.
Met deadlines in a fast-paced and challenging
environment.
Excellent organizational and interpersonal
skills
Superior time management and project
planning/strategizing skills.
Solid analytical and problem solving skills
Strong verbal and written communication skills
Documented quality issues and performance
measures for management review
Assured that calls are within compliance with
all federal and OCC guidelines
Bank of America, Greensboro,NC Mar.08-O
ct.11
Mortgage Servicing Team Manager
Overseen teams of 20 or more associates
Communicated monthly stats to my agents in a
professional and prompt manner.
Managed work schedules, sick and vacation time
for each agent
Provided feedback, coaching and best business
practices to my associates
Ensured all teams were educated on any system
or business updates needed for daily workflow
Handled complex and escalated issues
concerning delinquent accounts and customer
complaints
Established rapport with each and every agent
to make sure that work environment was
pleasant
Conducted weekly meetings to ensure
productivity and quality standards were met
Audited agents to determine that compliance,
integrity and time management standards were
being met
Reviewed company reports daily to control and
migrate losses
Assisted agents with development plans to help
with advancement opportunities within the bank
Bank of America, Greensboro,NC
Feb.06-Mar.08
Recovery & Risk Operations Research &
Adjustment Rep II
Charged off accounts for credit card holders
Reviewed accounts to determine if a credit
balance was warranted
Assisted with document retrieval when needed
Created a flow chart for the Settlements
process for delinquent credit card accounts
Handled day to day functions for my manager
(i.e huddles, time sheets, covered the floor
as needed, updated dashboard daily)
Provided feedback and resolutions on
performance reviews
Updated procedures for the Credit Balance
Refund Process
Citi Card, Mcleansville,NC
Oct. 05-Feb.06
Credit Card Collections Rep
Collected outstanding balances on overdue
invoices as per a pre-established time line,
which involves sending out standardized
collection notices, placing phone calls to
clients, and composing emails to address
specific collection situations.
Negotiated payment terms with specific
guidelines or based on guidelines provided by
management.
Discussed open items with clients until a
resolution is reached.
Discussed alternatives with sales
representatives.
Communicated with sales representatives and
the billing helpdesk specialists to resolve
disputes raised by clients and followed up on
resolutions in order to move forward with cash
collection.
Arranged for changes to account information by
setting up tickets with the billing help desk.
Performed any/all additional duties as
assigned
Education Guilford Technical Community College 1999
Jamestown,NC
Diploma Received
Certifications Financial Statement Analysis
Business Development Skills
Mortgage Specialist
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