*** *** **** ***

Smiths, AL *****

Home Phone: 334-***-****

Cell Phone: 706-***-****

Email:acqzt4@r.postjobfree.com

Charnetta V. Coker

Objective

To obtain a gainful employment with a well established company in the area of Clerical and Administrative employment. I have seven years experience in Customer Service Skills, Leadership Skills.

Experience

August 2012-December 2014 TSYS. Columbus, GA.

Collector I

Answer inbound/outbound call. Receive payments and post amounts. Locate and monitor overdue accounts using computers and variety of automated systems.

Locate and notify customers of delinquent accounts by mail, telephone. Assist in advising customers of necessary actions strategies for debt repayment . Persuade customers to pay amounts due on credit card account.

Negotiating credit extensions. Follow up frequently for payment commitments. Assist in offering hardship programs to lower customers APR. Setting up proposals on settlements.

2011-2012 NCR Columbus, GA

Help Desk Agent

Responsible for providing technical support for resolution of escalation of desktop/workgroup related problems or initiated by internal customers.Perform troubleshooting task, problem diagnosis.Requires a general knowledge of hardware and software components, setup, installations, and configuration of desktops hardware and software.Work in a high call volume, receiving inbound calls and making outbound calls.Work on problems of limited scope and complexity.Monitors incident status, dispatch vendors.

2009- July 2011 Banctec Columbus, GA

Indexing Support Specialist I

Reviews and identifies transaction types using some judgment for incoming correspondence in the Correspondence Workflow System; ensures that information on incoming correspondence is for one policyholder, agent, claim, etc, if information cannot be identified, routes to appropriate error/research queues.Uses established guidelines and criteria to code documents; looks up policy/agent information, assigns priority codes, indexes accurate information, and releases documents to workflow while maintaining established productivity and quality levels.Researches documents with complete information by searching databases for name, address, policy numbers, agent numbers, phones numbers, etc., ability to recognize medical terminology.

2007-2009 Regal Jewelers Columbus, GA

Collections Specialist, Office Assistant, Clerk Typist

§ Assist in filling out the contracts information, making copies of license, SSI cards, and pay check stub, assist in ranging up payments and providing customers service regarding customer accounts.

§ Make collections calls, in charge of sending out collections letters to pass due accounts, update receivable payments in the computer, assist in reporting payments to credit bureau.

§ Assist in verifying employment, in charge of typing contracts on file cards and rolo decks cards, assist in filing away paid out accounts.

§ Assist in speaking back and forward between customers, vendors, government agencies, insurances companies about legal actions such as: garnishments files, bankrupt, suits filed.

2006-2007 RoadAmerica Columbus, GA

Quality Assurance Team Lead Coach

§ Assisted in coaching agents on their Quality scores, having one on ones with agents.

§ Assisted in printing out information for the agents too help them handle a call correctly, also in charge of printing out weekly stats for the call center, meeting and emailing supervisor to go over their agents over-all productivity and stats.

§ Assisted in Live Calibrations Meeting with the Clients and Call Center Manager to come up with a new Quality Sheet, and listen to agents calls.

§ Assisted in grading and listening to agents calls, assisted in getting on the phone when their was high call volume by receiving incoming calls from stranded motorists, obtaining their information like: membership number, vehicle information, location information and destinations if any then dispatch call to a road-service vendor.

2002-2006 AFNI Opelika, AL

Customer Service Representatives/ Offline

§ Assisted customer with their account information, making payments on their accounts.

§ Assisted in making changes to the customer account by adding and deleting features, changes their calling plan, changing their address, setting up the automatic auto draft on the account.

§ Assisted customer with billing questions, technical problems with phones, adding and deleting features to and from the customer account. Assisted in the mailroom by sorting mail by dates, mail type.

§ Having to multitask and work at fast pace, work by daily production quota. Filing, Data Entry, Emailing, typing 40wpm. I received a certificate for training for 4 weeks for great Customer Service Skills.

§ Proficient in the use of various software packages including MS Word, MS Works, Word Prefect, Excel etc

Education

2003-2004 Southern Union Community State Opelika, ALC

§ Studying to become a Register Nurse.

Qualifications

§ Five Years successful experience as a Customer Service Specialist.

§ Enjoy working with people.

§ 40 wpm

§ Able to work with others towards a team goals, can be a hard independently worker.

§ Proven ability to communicate and interact effectively with individuals on all levels.

§ Proficient in the use of various software packages including MS Word, MS Works, MS Office, Excel, and Total Recall etc….

Reference:

Available upon request.

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