Customer Service Sales
Resume:
MELISSA JONES
*********@*****.***
PROFILE
A creative, assertive, highly motivated and results-proven professional with over 12 years experience in
account management including; a strong background recovering hard-core and soft collection accounts. Also,
possess exceptional team building and people skills with ability to handle fast paced positions. Currently,
seeking a challenging account management position; that will incorporate and expand my professional
experience within a growing industry.
PROFESSIONAL EXPERIENCE
SR. ACCOUNT MANAGER (BMW CLIENT)
American Lending Solution Charlotte NC SEPT 2013- PRESENT
MANAGE HIGH VOLUME ONGOING AUTOMOBILE ACCOUNTS
HIGH VOLUME ONGOING ACCOUNTS
• Skip tracing
• Average inbound calls handled 25-50 daily, outbound calls 100-150 daily
• Ranked within the top 10% of Collection agents assigned to 30-120 day collection activity.
• Providing customer service regarding collection issues, process customer refunds, payments, and
resolve delinquencies. Responsible for monitoring and maintaining assigned accounts- Customer
calls, account adjustments, and small balance write off
• Work from home position
ACCOUNT REPRESENTATIVE
Husqvarna (Seasonal) Charlotte, NC OCT 2010-MAY 2011
CONSULT WITH CUSTOMERS TO RECOMMEND AND SELL A VARIETY OF TELECOMMUNICATION PRODUCTS/OR SERVICES TO MEET
WITH CUSTOMERS TO RECOMMEND AND SELL VARIETY OF TELECOMMUNICATION PRODUCTS SERVICES TO MEET
CUSTOMER NEEDS AND COMPANY GOALS
CUSTOMER NEEDS AND COMPANY GOALS
• Utilize appropriate sales techniques to encourage a good customer relationship and enhance the
buying experience
• Interact with online systems while communicating with customers
• Provides marketing and sales support including participation in account planning as required
• Record reconciliation, customer instruction, and education
Managed and assisted in billing inquires, billing adjustments, customer complaints, process new service,
transfer of service and disconnect of service request
• Communication via email, Internet and telephone
• Handled average calls 100-150 daily
• Monthly incentives received monthly for meeting goals
LOAN AND LOSS MITIGATION COLLECTOR III
GMAC-AUTO Division Charlotte NC OCT 2006-OCT 2009
HANDLED INBOUND CUSTOMER CARE CALLS REGARDING CAR LOAN INQUIRIES AND WORKING WITH CONSUMERS TO SCHEDULE PAYMENT
INBOUND CUSTOMER CARE CALLS REGARDING CAR LOAN INQUIRIES AND WORKING WITH CONSUMERS TO SCHEDULE PAYMENT
ARRANGEMENTS ON ACCOUNTS BASES ON INDIVIDUAL GOALS
ARRANGEMENTS ON ACCOUNTS BASES ON INDIVIDUAL GOALS
Served as an interface between initial customer purchase, billing questions, and service/warranty inquires
• Hard-core collections with an average of 100 calls per day
• Developing strong vendor relations
• Process deferments, due date changes, and other requests in computer system
● Preparing legal documents for civil suit & civil court
COLLECTOR
AmeriCredit Huntersville NC January 2001 -October 2006
HANDLED INBOUND CUSTOMER CARE CALLS
HANDLED INBOUND CUSTOMER CARE CALLS
• Handled accounts 15-45 days past due
• Worked closely with loan officers, underwriters and repossession agents
• Obtained and reviewed proper documents for deferments, due date changes
• Maintained 130-140 calls per day
EDUCATION
A.A.ACCOUNTING Central Piedmont Community College 1999-2000
PROFESSIONAL TRAINING
IBM & MAC (MS Office, Power Point, Access, Excel, Word, MS Outlook, Lotus Notes)
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