Telecommunications Specialist

MALLORY CARLSON

**** ****** ** ** ****, TX ***** 954-***-**** ************@*****.***

CUSTOMER ACCOUNT SPECIALIST

~Empowering Customers with Insightful Solutions~

High energy military veteran, leader, and team player with 10 years of experience in heavy customer contact environments. A self-starter and persuasive communicator who specializes in building customer loyalty with diverse populations. Demonstrated ability to tackle one of-a-kind challenges utilizing solutions-based critical thinking skills. Passionate about technology and educating customers on system capabilities and technical operations. Sincere love of making customers happy, fuels personal and professional commitment to high standards and an unwavering belief in doing what’s right; treating every individual with respect, compassion and integrity.

~PERFORMANCE STRENGTHS~

Customer Needs Assessment

Consumer Research

Conflict Resolution

Office Automation

Record Maintenance

Outstanding Receivables

Financial Negotiation

Credit Analysis

LexisNexis

Accurint

Quality Assurance

Telecommunication Help Desk

Computer Systems/ Programming

SOLUTIONS FOCUSED EMPLOYMENT HISTORY

United States Army 01/2014-01/2010

Telecommunications Technician Fort Drum, NY

Directed telecommunications department operations serving as primary liaison and technical advisor for planning, coordinating, and troubleshooting military voice and data communication equipment. Provided recommendations on a variety of telecommunications matters including account creation and deletion, reimaging computer systems, adding customer users to Share Drive, setting up phone lines, and troubleshooting technical issues. Performed systems design and installation functions relative to telecommunication services.

Resolved over 2500 Help Desk tickets and answered customer questions regarding digital data telecommunication equipment, component parts, and user policies and procedures.

Re Imaged 400+ computers for the performance of MS Windows upgrades from XP to 2007.

Provided office automation support and performed both procedural and substantive clerical work for the organization. Tracked personnel records for performance appraisals. Produce varied administrative reports using information from automated systems. Prepared reports using office software such as Power Point, Word, and Excel.

Phillips & Cohen Associates 11/2009-04/2008

Financial Recovery Specialist Plantation, FL

Managed high volume financial customer collection services for delinquent credit accounts and vehicle repossessions. Multi tasked and worked independently to plan and carry out successive steps according to the specific requirements of each transaction within a complicated framework of established procedures and guidelines.

Determined customer capacity to pay by obtaining detailed financial statements from.

Negotiated repayment plans, advising customers of necessary actions and strategies for debt repayment.

Prepared periodic reports on receivables and recovery status of collection efforts. Manipulated spreadsheets with sorting and/or calculating functions. Input information into databases/information systems.

Zackheim & Associates 04/2008-04/2007

Financial Recovery Specialist Plantation, FL

Negotiated and processed payment on post judgment collection accounts for law firms and attorneys before they enter garnishment. Regularly answered customer questions regarding problems with their accounts, performed customer needs assessment, quality standard audits of services, and customer satisfaction evaluations.

Identified alternative solutions and approaches to customer problems.

Arranged for debt repayment and established repayment schedules in a call center environment.

Extracted data from financial management systems and sub-systems to identify and resolve system problems, and maintain data integrity.

Nationwide Credit, Inc. 09/2004-04/2007

Financial Recovery Specialist Lauderdale Lakes, FL

Progressively promoted to higher positions of responsibility as a result of consistently achieving and exceeding an average of 90% key performance indicator goals. Provided financial collection customer services in a commissions-based call center environment for American Express accounts. Managed high volume collection processes detecting fraudulent accounts, delinquent business, and retail accounts before and after payment data reached the credit bureaus.

Reduced outstanding receivables using LexisNexis® Contact and Locate solutions. Skip traced accounts that had limited or no contact information using Accurint software.

Troubleshot client debt issues and provided debt reduction recommendations based on customer credit history in order to assist clients in avoiding a negative mark on their credit report.

Skillfully de-escalated customer situations as interim team lead on monitored employee calls.

EDUCATION

Broward College 2011

Associate's Degree Major: Psychology Davie, FL

~GPA: 3.80 of a maximum 4.0

~Honors: Summa Cum Laude

Nova Southeastern University 2015

Bachelor’s Degree Major: Psychology Davie, FL

~GPA: 3.80 of a maximum 4.0

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