PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

KENHOSKINS

KATY, TX 77449

C: 832-***-**** acv09s@r.postjobfree.com

Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills.

Creative problem solver

Exceptional communication skills

MS Windows proficient

Multi-line phone talent

Strategic sales knowledge

Training development aptitude

Account reconciliation

Analytical reasoning

Exceptional organization

Advanced computer proficiency (both PC and

Mac)

Strong in MS Access and Excel

Superior attention to detail

Ethical approach

LTD FINANCIAL SERVICES LP

Account representative/team lead Houston, TX May 2015 - Current Investigated and resolved customer inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Cross-trained and backed up other customer service managers. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Trained staff on operating procedures and company services. Maintained accurate records of past due customer account activity. COMPLETE DEBT SETTLEMENT

customer service manager Grand Rapids, MI December 2013 - May 2015 Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Managed work flow to exceed quality service goals. Maintained up-to-date knowledge of product and service changes. Effective liaison between customers and internal departments. EDUCATION

Strong leader of customer support staff.

Promptly responded to inquiries and requests from prospective customers. Solved unresolved customer issues.

TERRELLS PRIVATE PATROL

Office Manager Grand Rapids Mi April 2004 - December 2013 Screened applicant resumes and coordinated both phone and in-person interviews. Managed office supplies, vendors, organization and upkeep. Organized all new hire, security and temporary paperwork. Helped distribute employee notices and mail around the office. Opened and properly distributed incoming mail.

solicited new business (security contracts)

trained all new hires

UNIVERSAL SAVINGS BANK

Trainer/collections manager Grand Rapids, MI February 2002 - April 2004 Trained and directed all new hires during department orientations. Maintained friendly and professional customer interactions. Advised clients on mortgage, educational and personal loans. Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.

Provided an elevated customer experience to generate a loyal clientèle. Built long-term customer relationships and advised customers on purchases and promotions. collected on past due accounts

BACHELOR OF SCIENCE Business Administration

Ferris State University

Big Rapids, MI

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