Customer Service Representative
Resume:
Leonard Polk, III
SUMMARY OF QUALIFICATIONS
Experienced and dedicated professional; specializing in the areas of management, collections, and administrative operations. Goal-oriented individual who works well under pressure and focuses on bottom-line results. Computer knowledge of Windows, Microsoft Word, Power Point and Excel, all others include:
Bilingual Spanish – Read and Write Commercial Collections
Oral and Written Communications Credit Card Collections
Staff Supervision and Training Customer Service
Automobile Collections Repossessions
Mortgage Collections Skip Tracing
PROFESSIONAL EXPERIENCE
august2013-december2014
Accountemps COLLECTION AGENT
*initiate contact and respond to customers regarding the status of their past due account,
The collection and financial resolution of outstanding balances as a first party collections
agent.
*notify and provide information to customers establishing financial arrangements
*answer questions about the repayment process
*provide strong customer service techniques
*display strong skills in MS Outlook and moderate skills in Exel,Word and Powerpoint.
* navigate easily between internet,intranet and several proprietary systems in gathering and relaying information
*strong customer service skills
*other job duties/responsibilities as assigned
*take inbound calls
*make 100 to 150 manual outbound calls daily
November 2013– March 2014
Southern Careers Institute Student Account Specialist
*Perform collection activities on past due debt on student loans business
*Employ effective skip tracing techniques to locate and notify customer of delinquent accounts
*Inform students of their account status, solicit payment while adhering to laws, policies & procedures
*Handle incoming and outgoing calls
*Counsel, problem solve and negotiate with confidence
*Obtain and update demographic information and maintain concise notes for each call
*Review accounts and schedule contact dates for follow up calls
*Read and comprehend credit reports, bankruptcy documentation and debtor correspondence
*Meet or exceed daily, weekly and monthly collections goals
September 2013 – November 2013
Silver Leaf Resorts Financial Services Representative
*Call owners using auto-dialer
*Call owners by phone manually
*Take incoming calls from owner
*Book reservations for owners
*Research payments made by owners
*Take payments from owners
*Make 150-200 calls per day
*Resolve any issues owners may have
*Educated customers on the importance of on time payment for credit management
December 2012 – July 2013
Clay Cooley Motor Company Collections Representative
*Assisted the department with exceeding performance expectations
*Executed high customer service experiences for customer satisfaction
*Educated customers on the importance of on time payment for credit management
*Created a plan of action for each delinquent account to bring customers to a current status
*Maintained accurate and detailed documentation on every customer avenue
*Collect in accordance with all state and federal laws.
November 2010- December 2012
Public Auto Sales Customer Service Representative
*Collect on assigned auto loan portfolio consisting of account ranging from 7 to 365 days past due or until charged off.
* Recommend loans for repossession.
* Manually dialed from 130 to 160 accounts daily using computer.
*Escort customers to repossession lots to retrieve personal property and sign no pursuit form.
*Perform condition report on repossessed vehicles.
July 2008 – May 2010
Southside Financial Account Resolution Specialist
*Service third party auto loans, using dialer and manual calling. Make calls on modified loans. *Process deferments to bring accounts to a current status.
*Assisted on Spanish calls for non-bilingual collectors. Make calls on special list to prevent
July 2007-july 2008
Drive Financial Services Account Specialist
*Collect in accordance with all state and federal laws.
*Make effective use of Prime Time calling periods as established by Servicing Management.
*Ensure that all accounts in the calling queue are worked every day and all insurance and demographic information is verified each time a customer is contacted.
*Determine the reason for delinquency and assist the customer in bringing account to a current status. Assisted customers in future payment issues. Negotiate skillfully in all situations with external customers.
Sept 2006- July 2007
American Home Mortgage Loss Litigation Specialist
July 2002 – August 2006 Loan Service Representative – Team Lead
Triad Financial Corporation
November 2001 – June 2002 Credit Card Collections Supervisor
Midwest Card Services
March 1997 – October 2000 Senior Account Representative
Western American National Bank
EDUCATION
Houston Tillotson College Course of Study – Business Administration
Wharton County Junior College Course of Study – Business Administration and
Computer Science
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