Customer Service Training
Resume:
Brittney Romero
Salt Lake City, Utah 84104
******************@*****.***
Objective: To apply my skills and knowledge as well as learn new skills in a growing company
that I can also advance in.
Skills: Strong organization skills, Creative problem solver, Excellent Verbal, Written and
communication skills, MS Word,Excel,Powerpoint,Windows,Fast Data,Spreadsheets,Online
Chat,Email,Avaya,WFM proficient,Fast learner with a large range of practical skills, Energetic
work attitude, Proficient in handling large sums of money, Telephone inquires, Customer
service oriented, Credit card processing, Appointment setting, Multi line phone usage,
Multiple Screens,Collections,Escalations,Transfers,Data Entry,Quality Assurance,Coaching,
Training, working in an office setting, filing documents, faxing,10 key,Type 40 WPM, Pays
attention to detail, friendly, willing to learn new skills, and very determined.
Experience:
● Physicians group of Utah November, 2014 April, 2015
Medical Biller: contacted patients insurance providers as a third party to provide medical
reports as well as any other documentation that they needed from the patient. Ensure that the
patients claims were reviewed for possible reimbursement issues and was billed out
appropriately. Analyzed and researched claims to identify appropriate resolution's. While
following and enforcing the laws and regulations of HIPAA.
● Wells Fargo Call Center Credit Card Finance April, 2011 August, 2014
Supervisor in training : Managed a team of 12 reps. in Credit Card Finance Collections
Department was responsible for many tasks such as WFM, completion of mandatory training,
monitoring and scoring individual Reps. Making sure all were in compliance with all the
policies and procedures. interviewing and conducting team meetings. preparing monthly stats,
taking escalated calls that reps. forward as a sup. call. QA listening to Rep. calls to help
improve stats reported to site manager.
Team Lead (in training of sup position): Managed a team of 13 Head of Motivation Committee
and volunteer organizer. In charge of Time Tracker/Time Keeping, adherence and scheduling,
organized and scheduling job fairs. Monitoring Aux codes,Wrap up time,Calls Per Hr.
Coaching and Training Reps. to meet Company expectations. Keeping track of
Warning,Verbal and Written write ups for disciplinary action that can lead to termination.
Interviewing and and awarding Reps. for their Achievements.
● Lexington Law Firm Team Lead October, 2009 January, 2011
Reinstates: enrolled clients in clearing up their credit. Answered any questions the client had.
Went over case status upgraded and downgraded clients. Saved clients that wanted to cancel
their case. Took calls from clients that wanted to make payments, cancel (saved client), had
difficult questions or wanted to enroll. called clients for past due balances or to collect or give
other info. Had to be certified every 6 months to know the law and regulations of
FACTA,FDCPA,FCRA,TCPA,CFPB and also about Credit Bureaus such as EQ,TU,EX.Also
Pulled Credit Reports for the client when needed.
Team Lead: Managed a team of 11 provided coaching and training to help Reps. achieve
better stats as individuals as well as a team. Conducted team meetings, QA listening and
monitoring Rep. calls to insure they are in compliance to company policies and procedures.
Making sure Reps completed mandatory training such as knowledgment of Federal and State
Laws and Regulations. In charge of WFM scheduling time off, vacation,sick
leave,schedules,absences and lates.
● Advanta Bank Collector 3 September, 2008 August, 2009
Called clients that were small business owners that borrowed money from the bank that were
30,60,90,120 late. Collected payments, made arrangements and set appointments. Designed
affordable payment plans, Skip Tracing, Settlements, Payoffs, Fraud,Bankruptcies, Recovery,
Cease and desist, garnishments,liens on mortgages. As well as working with Re age
Accounts. Pulled Credit Reports. Dealing with different departments such as debt
consolidation companies.
● Check City Customer Service Rep. September, 2007 June, 2008
Cashed customers checks Processed home loans and title loans. Called customers that didn't
make payments collected payments or set arrangements up. Processed western union
payments.
Education: Washington High Utah June 2008
Marinello School of Beauty Utah Certificate Of Accomplishment July, 2010
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