Customer Service Representative

Marlo Boyd McCrary

*** ******** **** ****, ***** Mountain GA 30087 404-***-**** ********@***.***

QUALIFICATIONS SUMMARY

Administrator with focus on counseling, administrative assistance, and customer service experience. Strengths in multi-tasking and the ability to maintain and effectively handle sensitive material and information. Ability to work as a team player and build working relationships on all levels of an organization. Computer skills, detail-oriented, reliable and responsible.

PROFESSIONAL EXPERIENCE

ClearPoint Credit Counseling Solutions, 270 Peachtree Street, Suite 1800, Atlanta GA 30303

2013– February 28th 2017

Certified Credit Counselor

• Increase agency revenue by $20K annually

• Develop strong client relationship with over 2000 clients’ monthly

• Expand agency client base by over 50 - 80 clients per month

• Educated in consumer protection laws and rights

• Analyze and evaluate client financial situation and recommend appropriate actions

• Negotiate and act as liaison to resolve clients’ financial disputes

• Establish client debt repayment plans with banking institutions

• Appropriate client funds for monthly disbursement

August 2010-2013, Consumer Credit Counseling Service of Greater/ CredAbility 270 Peachtree Street Suite 1900, Atlanta, GA 30303

Account Manager: Manage 1100 clients enrolled on a Debt Management Plan. Order proposals, update creditors’ balances, daily contact with creditors regarding payments, interest rates, review credit report, complete 6 months and annual review on all accounts, handle reject proposals, work various ticklers issued by the customer service department regarding the clients’ accounts. Very professional, confident and service oriented behavior which is displayed throughout the contact at all times, processes all requests in an efficient, expedient manner, with a high level of accuracy, quickly and politely addresses complaints concerning services rendered and if unable to resolve or diffuse, refers to appropriate person for further investigation.

October 2005-2010, Consumer Credit Counseling Services of Greater Atlanta, 100 Edgewood Ave, Suite 1800, Atlanta GA 30303

Customer Service Representative: Handle all consumer contacts 24/7 in an effective and efficient manner through utilization of communication and problem solving skills, Consumer contacts are handled with courtesy, positive tone of voice, proper language and overall behavioral and listening skills at all times. Provides technical/help desk assistance to clients and utilize multiple applications, Handles multiple assignments and responsibilities simultaneously ability to listen while accessing screens and information, speaking to consumer while processing resolution These multiple assignments include speaking with consumer, clients, creditors, attorneys by phone or email and answering complex questions, resolving problems, processing payments, issues bankruptcy certificates, etc. A professional, confident and service oriented behavior is displayed throughout the contact at all times, Processes all requests in an efficient, expedient manner, with a high level of accuracy, quickly and politely addresses complaints concerning services rendered and if unable to resolve or diffuse, refers to appropriate person for further investigation and resolution. Make quick decisions about legitimacy of complaints. Answers an average of 90-100 contacts (calls and email) per day while maintaining department quality standards and meeting department standard talk time. Ensures appropriate time and information is given to each caller.

September 14, 2004 to September 02, 2005, First Community Bancshares Inc. / GC Services 703 Swanner, Killeen Texas 76543 Customer Service Representative: Handle all consumer contacts 24/7 in an effective and efficient manner through utilization of communication and problem solving skills for Fort Hood National Bank, First National Bank Texas, First Convenience Bank.

July 1, 1999 – February 20, 2004 C/S Wholesalers Grocers, Inc. 275 Omar Avenue, Avenel NJ 07001

Administrative Assistant/Customer Service Representative:

Administrative duties include handling all incoming calls on a daily basis. Handling various reports for upper management assisting in training all new employees entering into the customer service department. Cross-trained to handle supervisors position during his/her absence. Accuracy and speed is essential to my position. I am knowledgeable of all function in the department. This will result in the capability of handling various projects in the department and learning new ways projects can be accomplished. I have a very high standard in the quality of my work and I have a great attitude towards work. Knowing how to speak intelligently on the phone and willing to assist and work as a team member.

EDUCATION/PROFESSIONAL DEVELOPMENT

• The National Foundation for Credit Counseling (NFCC)

• Certified Consumer Credit Counselor

• Licensed Credit Counselor in 49 States

• 1987-1987 Training Inc. Newark, NJ-Course: Data Entry Alpha/Numeric, Basis Bookkeeping-Awarded: Certificate (Six month course).

• June 4, 1986 Alford High School

SPECIAL SKILLS

Conflict Resolution

Problem Solving

Customer Service

Client Retention

Team Building

Building Client Relationships

Counseling

Communications

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