Customer Service Management
Resume:
Muriel McKinney
Chesapeake, VA *3325
Objective
To obtain a challenging career where my customer service, collections expertise, multi-task skills and extensive people skills will be utilized to empower a company or corporation.
Qualifications
I have been in public service for more than 30 years. I have been a partner in a children’s resale store and worked for more than 25 years in call centers for major corporations. I have a wide range of work experience in Customer Service, Back-End Collections, Billing, Accounts Receivable and Payable, Inventory, Bookkeeping, Auditing, Administration Executive and the handling of customer complaints at Management level. Additionally, I have skip tracing expertise as well as multiple computer and systems knowledge.
Experience
Freedom Acceptance Corporation June 2010- Present 888-***-****/866-***-****
Administrative Executive
Job duties include all skip tracing for all open and charge off accounts for Freedom Stores, Freedom Acceptance Corporation and Military Credit Services accounts. Respond to credit report disputes E-Oscar and monitor all DR Notifications Respond to all customer letters, and monitor all DR Notifications. The only skip tracer for all three companies. Handle online chats, Customer Service and problem accounts. I do all audits and “Paid in Full” letters. Respond to all complaint letters. Funding all new loans which includes verifying and auditing all information before opening all loans. Legal assistance and all open ended assistance in all departments.
Port Alliance Federal Credit Union
Senior Collector III March 2008 to 2010 757-***-****
Collecting all negative checking and savings account balances and delinquent loan accounts of 30+ day delinquencies. I was responsible for all delinquent Visas from 5-120 day and I was the only skip tracer. Request titles for repossession at the DMV. Issued repossessions and warrant-in-debts, in and out of state for both, on all accounts. Appearing in court on behalf of Port Alliance and getting judgments on all types of accounts. Report negative balances to credit bureaus, such as Equifax.
Bank of America
Senior Collector III Nov. 2005 to Jan. 2008 800-***-****
Before completing training, I excelled and was recruited to a 150 day credit card collection team. After nine months in this department, Bank of America began a pending charge-off delinquency (180-240 day) and I was directly transferred to that team. Additionally, I have trained management in peer systems and skip tracing techniques.
Tidewater Finance
Senior Collector II Dec. 2004 to Nov. 2005 757-***-****
Placement into vehicle collections at the 90-120 day delinquency level. I was responsible for the skip tracing and locating of vehicles to be repossessed. Negotiating with customers for repayment of their debt.
Household Finance
Collector II June 2002 to Dec. 2004 800-***-****
To collect funds on unsecured debts from loans on Back-End (30-300 days) past due accounts. Skip tracing with other companies, family members, neighbors, and recent and former employers with web sites for locating people. My collection skills have allowed me to meet all monthly and quarterly quotas and even won a trip to Las Vegas. I was later advanced to the Charge-Off Prevention collections group, receiving 270 day accounts scheduled for charge-off at 300 days past due. I continued to make goal. With my computer skills and Customer Service and Collections expertise I strive to be the best.
Pitney Bowes, Inc.
Acct. Manager/Tech Support September 1995 to June 2002 800-***-****
Providing billing support in an inbound call center environment. Handling billing discrepancies and resolving them at the management level. Working directly with corporate management and internal associates for customer care and account maintenance. Troubleshooting, inventory control and analysis, meter inspection, and handling escalated management level complaints. Distribution and enforcement of United States Postal Service policies.
Humpty Dumpties, Ltd.
Partnership/Manager Mar. 1990 to June 1995 757-***-****
Managed day-to-day operations of all bookkeeping, payroll, and Accounts Payable and Receivable. Handling inventory control as a purchasing agent and buyer with outside sources. Set up of computer and paper files for tax purposes. Designed marketing strategies including business-to-business commerce. Managed and supervised daily routines for 3 to 4 employees. Strong in communication and multi-tasking.
Computer Skills/Programs
Accurint (Skip Tracing)
AS 400 (Billing)
Card Source (Credit Card Program)
CICS (Inventory USPS)
Collections Programs
CuStar (Credit Union Program)
Davox (Dialer)
Encompass
E-Oscar
E-Port (Credit Bureau updating)
Equifax/Transunion/Experian Credit Bureau Reports
Fast Data (Skip Tracing)
First Net
First Search {ADX}
Google (Skip Tracing)
Imsprod (Internal Billing and Inventory)
Internet/Electronic Mail
LPW (Collections)
Merlin (Skip Tracing)
Metro (Skip Tracing)
Micro-Management Technologies
Microsoft Office
Noble Dialer
O.R.M.
Roots web (Deceased Search)
Storis
Sabur (Skip Tracing)
TLO
Windows ‘98 through 2010 and XP
Education
Sacramento Community College
Sacramento, CA
Major: Public Relations
Prairie Grove High School
Prairie Grove, AR
Major: General Studies
Commendations
Several written letters from Internal and External customers for outstanding collections and customer service.
References
Available upon request.
Salary History
$29,000 - 65,000
Contact this candidate