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Customer Service Sales

Location:
Dallas, Texas, United States
Posted:
October 14, 2016

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Resume:

UNATRICE GLOVER

**** ****** **** **. 469-***-****/972-***-**** acw199@r.postjobfree.com

SUMMARY

Auto Funding /Customer Service/Collection Professional

Profile 10 years' successful experience in customer service /collections with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems. Excellent working knowledge Microsoft Excel, Microsoft Word. Excellent written and verbal communication skills, with an eye for detail Extremely productive in a high volume, high stress environment Excellent with general office equipment including copiers, fax machines, scanning and 10-key calculators. Skilled in customer service and telephone operations; handle customer inquiries and phone presentations in a professional manner. Highly productive in the use of Office Professional.

EXPERIENCE

10/05/2015-02/01/2016

Late Stage Collection Rep, Santander Consumer USA, North Richland Hills, TX

Collects in accordance with all state and federal laws inclusive of Fair Debt

Collection Practices Act (FDCPA). Handles skip trace and repossession activity on

pre charge off accounts. Makes effective use of Prime Time calling periods. Ensures that all accounts in the calling queue are worked according to business strategy. Independently evaluates each loan and determine the best course of action for the customer in resolving the problem permanently. Independently negotiates with the customer on repayment schedules deferrals, and write- offs. Met monthly standards and expectations for potential losses, delinquency, charge-offs, repossessions, and clearing ratios. Successfully utilizes all collection tools provided by management, including, but not limited to, extensions, hardship modifications, reinstatements, and repair claims to make the best business decision for Santander Consumer USA Inc. and the

customer. Adheres to all company policies and procedures.

12/01/2014- 09/05/2015

Funding Specialist /Collections rep, Exeter Finance Irving, TX

Timely reviewed and audit new contracts for compliance with pricing / policy

guidelines and state specific requirements. Worked in a high volume environment

while achieving cycle time and accuracy requirements. Maintained high levels of

accuracy and attention to detail; identified any fraud or potentially fraudulent

information. Worked collaboratively with dealers, sales, and underwriting teams

to resolve questions or deficiencies regarding contract packages. Supported

various business and / or department level projects.

3/24/2014-10/03/2014

Customer Retention Rep, Monitronics International Dallas, TX

Responsible for all the phases of the renewal sales process - proactively

contacting all customers with expiring contracts, generating renewal quotes, ensuring renewals are complete, and maintaining customer contact regularly throughout the year. Effectively communicate with external customers regarding renewal inquiries

Proactively manage internal and client expectations. Interact with other departments including Customer Care, IT, Finance, Training, Sales, and Marketing to meet and deliver customer requirements/expectations Coordination with Customer Experience Managers to provide responses and resolutions to issues. Provide guidance in managing and monitoring an escalation list/process for renewals. Leverage the renewal activity to promote incremental product sales. Provide Service of Unequalled Excellence. Work with the customers and customer experience managers to ensure they are maximizing products and achieving success. Generates renewal letters, quotes and agreements. Follow up with customers that do not respond within designated time frame

6/11/2012-1/20/2014

Customer Service /Sells Rep, Frontier Communications Allen, TX

Takes calls from current and prospective customers, answers questions about

accounts, and gives information about new products and services all in a

friendly, enthusiastic manner, required to sell a product or service to the

customer after they have resolved the customer's initial inquiry.

12/2010-3/2012

3 r d Party Collection Rep. Commercial Recovery Systems Dallas, TX

Collected on delinquent post repo auto loans heavy Skip Tracing, performed

telephone collections; generate collection letters. Perform routine and

documented follow up. Set up payment arrangements.

EDUCATION

1994-1998

Diploma Received, David W. Carter High School, Dallas, TX

2010-

El Centro community College, Dallas, TX



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