Customer Service Management
Resume:
Kristi Stinson
Concord, NC **215
acqrsx@r.postjobfree.com
Cell: 704-***-****
Highly motivated professional with financial, reporting, credit and analytical skills with expertise in Business Management Leadership, Collections, Accounting, Project Management, Marketing and Finance in a Commercial, Banking and Retail industry.
Experience in Financial Statement Analysis, Personal Finance Concepts, Customer Service and Collections, Call Center, Computer Web base applications and software with proficiency in training, documentation and procedures for internal development.
Demonstrate the ability to exceed objectives in a professional environment with a strong sense of ownership and commitment, negotiating solutions while concurrently prioritizing business relationships in banking and commercial environment
Areas of Expertise
Windows XP,7,8
Complaint Handling & Resolution
Customer Service
Administration Support
Helpdesk/Call Center
Service Desk
Global Financial Management
Helpdesk & Training
Front-End Supervision
Phone & Online Support
Problem Diagnosis
Collections
SharePoint 2007/2010
International Business
Teambuilding & Training
Accounting & Finance
Loan Processing
Data Entry
Team Collaboration
Project Management
Marketing
Education
AIU University Hoffman Estates, IL
Associate of Arts Degree in Business Administration & Criminal Justice Administration
Graduated 2009
Bachelor of Science Degree in Forensic Science
Graduated 2010
Masters Degree in Accounting and Finance
Graduated 2012
Central Piedmont Community College
State of North Carolina
Notary Public 2014
Software
Software/Operating Systems: DAVOX, E-Pro, WUSP, Windows XP,NT/WIN7, MS Excel, MS Word, MS Exchange, MS Access, MS PowerPoint, MS Publisher, Skip tracing, Catalyst, GetPaid, SpringCM,
Professional Experience
Lien Accessor/Notary
United Rentals Corporation, NA 10/2014-Present
Responsible for processing, executing, notarizing and sending lien release documents in a timely manner.
Review amounts due and issue appropriate lien release upon payment in consideration of progress payments.
Responsible for accurately researching, correcting lien releases, while responding to customer service requests as a primary function.
Explain preliminary notices, NTO (Notice to Owner) guidelines per state requirements to customers.
Notarize completed lien waivers.
Responsible for completing Sworn Statements along with Statements of Account.
Notarize completed lien waivers.
Assist with training and coaching.
Commercial Credit Analyst
United Rentals Corporation, Charlotte NC 8/2012-10/2014
Contact customers and collect Accounts Receivable that have aged more than 30 days from the date of the invoice through a range of techniques, including telephone, email, facsimile and automated collection letters.
Make recommendations to immediate supervisor on additional collection action deemed appropriate and necessary to collect past due balances.
File liens/bonds on unpaid contracts, prepare all paperwork needed by the Surety Company for payment on the bonds, and prepare legal documentation for accounts being sent to collections/legal.
Liaison between the branch and the customer to resolve billing disputes, reconcile unapplied cash applications based on remit information, review aging with branches to come up with strategy to decrease percentage of total A/R, process credit card payments, fax/email missing invoices.
Collect accounts receivables for delinquent Government, Corporate, Strategic, and Assigned accounts.
Responsible for the orientation of new hires to the Wynne system used in Accounts Receivable collections and account managed
Prepare and review tax exempt certificates to validate job contracts for tax exempt status.
Increase credit limit based on customer’s request, review accounts for activation status on delinquency or credit hold.
Contact General contractors for non-payment on contracts.
Work with the Branch Mangers in the process of reviewing and resolving customer billing issues and disputes.
Follow up to insure that all issues are resolved within 3 business days.
Escalate issues to the District or Credit Managers in the event an issue or dispute is not resolved within 14 business days.
Responsible for the orientation of new hires to the Wynne system used in Accounts Receivable collections and account manage
Led projects to improve our companies Aging Reports and major tax exempt issues pertaining to Districts in Massachusetts, Philadelphia, and Canada.
Process refunds for overpayments and credit memos on customer’s accounts via Catalyst system.
Trained colleagues, conducted direct marketing, and assisted with business planning,
Loan Servicing Collector II 2/2009 –7/2012
Wells Fargo, Charlotte, NC
Produced and ran daily reports and enter data for Q-Management using the Excel spreadsheet for the dealer services.
Allocated team strategy for the group and managers.
Checked loan agreements to ensure that they are complete and accurate, according to policies.
Referred loans to loan committees for approval.
Approved loans within specified limits.
Submitted applications to credit analysts for verification and recommendation.
Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
Interviewed applicants and request specified information for loan applications.
Established payment priorities according to credit terms and interest rates to reduce clients' overall costs.
Contacted applicants or creditors to resolve questions about applications or to assist with completion of paperwork.
Maintained current knowledge of credit regulations.
Calculated amount of debt and funds available to plan methods of payoff and to estimate time for debt.
Contacted customers regarding past due balances, provided services to resolve customer’s inability to pay.
Processed payments on past due accounts
Assisted with paperwork necessary for voluntary repossession.
Collected and processed refinance paperwork.
Customer Service Account Representative II 2/2005- 2/2009
AmeriCredit Financial Service Inc., Huntersville, NC
Responsible for collections by receiving and analyzing delinquency report and determining the appropriate action and notifying customers of delinquent status.
Accountable for timely and effective collection of delinquent accounts, skip tracing, and resolving customer disputes
Collected accounts by discussing situation with customer, obtaining payment, and developing a solution by documenting collections actions by completing forms, reports, logs and records via web applications
Interacted with external customers in a positive manner in compliance with department company policy and standards
Contacted repossession agents to resolve accounts, provided necessary documentation to repossession agent, and maintained communications during skip tracing to maintain consistency of the account
Responsible for charging off accounts when they reach the legal limit for charge- offs
Collected $700,000 for the company in repos and collecting past due accounts
Teacher Assistant- After School Enrichment Program 8/2003- 8/2005
Charlotte- Mecklenburg School, Charlotte, NC
Performed classroom duties planned and provided nurturing and enriching programs for after school activities
.Adhered to policies and carried out procedures established by the school and the After Enrichment Program
Managed administrative functions for the school to determine effective use of the facilities and equipment
Established open communication and maintained a good rapport with Principal, coworkers and parents
Trained other employees and followed procedures to safeguard the health and safety of children in the program and carried out consistent consequences for student disciplinary problems
TRAINING
Economics for the Global Manager, Managerial Approach to Marketing, Leadership and Ethics for Managers, Global Financial Management, Business and society, Strategic Management, Marketing, Business Ethics, Project Management, Computer Applications, Business and Society, Accounting, Business Management and Leadership, Accounting and Finances.
Forensic Science, Criminalistics, Aspects of Forensic Psychology, Medical and legal death Investigations, Cybercrimes, Crime Victim Studies
References Available upon request
Contact this candidate