Customer Service Manager

Patricia A. Hawkins

**** **** *****

Norfolk, VA .23504

Phone 757-***-****

To obtain a position within the Collections Department or Customer Objective Services, utilizing my extensive collection and customer services skills, while providing an opportunity for growth and development.

Summary of qualifications

Employment

A goal oriented, self motivated professional with extensive experience in collections and customer services. Works well in a team environment as a motivator and can also perform supervisory tasks. Areas of expertise include:

● Customer Services

● Collection Procédures and Techniques

● Problem Resolution

● Oral and Written Communications

● Working knowledge of Microsoft Word and Excel

20002 015 Bank Of America Norfolk Virginia Collections Représentative

Serviced active credit card accounts and open lines of credit within the Bank of America portfolio by educating customers on account terms and alternate payment programs and methods.

Navigated a computerized data entry system or other relevant applications to provide a resolution for the customer and mitigate loss for the company.

Shared best practices with peers and leadership team to improve efficiency and quality of service provided to our customers

Bank of America Norfolk Virginia Mortgages Specialist. Serviced default and open mortgages for Bank of America assisted customers with payment plans,payments,foreclosure alternatives to assist the customers who are or going to have financial hardship Employment 1995 – 2000 Value City Department Store Va. Beach, VA Office Supervisor Responsible for payroll, accounts payable, employee assets, light typing, usage of 10 key machine, new hire orientation, assist with the job training, assist office manager with daily reports and quarterly audits, compile weekly schedules, and supervise three to ten associates. Kept official records of stock data, retirement funds, and pension plans. Is entrusted with deposits and distribution of funds needed for the entire store.

● Received Perfect Attendance award

● Employee of the Month for 3 months

● Selected for different projects and district meetings

● Nominated for Associate of the Year

● Promoted over 4 times since with company

19981 999 Total Outsource System Va.

Beach,Va. Account Manager Responsible for servicing customers with accounts that are 301 50 days past due in a manual automated or inbound environment. Also received incoming calls from customers regarding accounts. Primarily delinquent, account inquiries but may also include Customer Service, Recovery, and Overt heL imit inquiries. Reviewed and recommend to customers potential settlement or payment arrangements to avoid further collection. Initiated customer contact to resolve delinquency situation. Negotiate and secure highest possible upt od ate payment on each account.

● Perfect Attendance awards

● Earned a cash award for high performance

19941 995 Sentara Nursing Center Norfolk, VA Housekeeping Supervisor Supervised fourteen people, created weekly schedules, compiled weekly progress reports, and maintained strict and proper hospital procedures.

Education 1984 1987 Norfolk State University NORFOLK, VA 1980 1984 Booker T. Washington NORFOLK, VA. Furnished upon request References

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