Customer Service High School
Resume:
Rose M. Cooper-Harrington
Sunrise, FL
*******@*********.***
Career Summary
Proven self motivator
Dependable, conscientious and quality-oriented
Excellent analytical, problem-solving. And decision making skills
Demonstrated ability to work effectively, individually and in a team
Exceptional written and oral communication skills
Knowledgeable of Windows7, Powerpoint, Excel, Mircosoft (Word, Excel, Outlook, Access), Port Navigation, SSP, CSP, Triumph, IMS
25 years of banking and collections experience
Employment Experience
American Express
January 1990 – August 7, 2015
Customer Care Professional Credit GCA
Partnering with Customers experiencing financial difficulties to formulate payment arrangements that would fit their personal budgets, in accordance to our collections policies Applying knowledge of applicable collection Policies and Banking regulations
Communicate trends and opportunities for improvement to Management
Applying knowledge of applicable collection Policies and Banking regulations
Training New Representatives migrating over to Currents on the functions of collecting on both aged and current card members
Maintained and exceeded company quotas. While giving extraordinary Customer service with solving problems at a fast pace
Outstanding communication skills and ability to think quickly for a win-win solution for all
Highly proficient at multitasking
Telecommuter in a Virtual Office
Service, dun and control accounts with past due balances with emphasis on quality and compliance
Establish acceptable payment arrangements and follow-up when needed
Minimize credit losses through early detection of fraudulent activity
Analyze fiscal responsibility of customer accounts to make sound credit decision and ensure profitability
Process financial adjustments and reinstatement request on accounts
Risk Prevention Analyst
Analyzed the validity of case type setups
Audited financial adjustments during preliminary testing
Audited 58,000 bankruptcy/decease accounts to ensure compliance standards were adhered to
Participated in cross functional conference calls regarding the Global Risk Management System
Account Receivable Analyst
Dunned and collected delinquent accounts and established acceptable payment arrangements
Received accounts for legal/decease/bankruptcy processing
Minimized credit losses through early detection of fraudulent activity
Special Projects and Achievements
Selected to participate in the Model Center Risk Management Program
Cross-trained in the Express Cash Department and CAS/ Authorizations
Assisted in training employees in the Fraud Awareness and Prevention
Education
High School Diploma, Elloree High School, Elloree, SC
Reference upon Request
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