Customer Service Maintenance

Peter J. Keys

SUMMARY OF QUALIFICATIONS:

• More than 10 years of successful experience in Timesharecollection and support with recognized strengths in account maintenance, problem solving and troubleshooting.

• Knowledge of FDCPA regarding Florida laws and regulations.

• Possess solid computer skills. Excellent working knowledge with Microsoft Word 2003-2007, MS Office Excel, MS Office XP, Advanced knowledge in Excel with Access, Monarch, Concerto Software, Aspect Software, IDI Basic Skip Search System.

• Proven ability to drive business growth and improve workflow efficiencies while maintaining the highest standards in customer service and adherence to regulatory guidelines

EXPERIENCE:

Monument Adjustment Bureau Orlando, FL 02/15 - 06/15

Collection Specialist

• Providing customer service regarding collection issues, process customer refunds, process and review account adjustments.

• Accountable for reducing delinquency for assigned member accounts.

• Arranged payment plans for owners to payback delinquent accounts.

• Responsible for manual collection calls per Portfolio.

Summer Bay Resort Clermont, FL 11/06 - 09/14

Debt Solution Specialist

• Recovered over 80% (1,000,000) of delinquent accountswithin first year by skip tracing, repetitive calls to owner, working with owners with multiple options that may help them.

• Supervised five employees which includes: Training, Create schedules, assist to close deals, group meetings, evaluations.

• Proven ability to understand and follow complex instructions to successful conclusions.

• Identified, initiated, and facilitated resolution for members.

• Prepare documents for mortgage modification, mutual release, deed in lieu, short sale and prepare documents as well for foreclosure.

• Structuring in efficient call back strategy to drive productivity of 90% and build stronger customer relation.

• Daily gathering and downloading credit transaction datafrom credit card system such as AMERICAN EXPRESS, DISCOVER, and MASTER CARD / VISA.

• Suggested changes in the billing systems which brought inpositive customer payback.

JNR Adjustment Company Orlando, FL 12/03 - 10/06

Collection Specialists

• Maintenance of accounts receivable including customer inquiries, claims, and collections for auto and truck rental companies.

• Correspond with distressed debtors and higher risk accounts to determine the reason for delinquency and collect past due balances.

• Preparations of files and pursuant for legal or credit actions on claims for third party companies.

• Research US Auto insurance laws/statues for dialogue purposes with various insurance companies, also did some Business to Business Collections.

EDUCATION:

Business Administration St. John’s University Bachelor’s Degree

Contact this candidate