Customer Solutions Management Services
Resume:
Kimberly Wilcox
Customer Solutions Specialist
Secure a responsible career opportunity to fully utilize my experience, training and skills, while making a signi cant contribution to the success of the company. ************@*****.***
Jacksonville, FL, USA
SKILLS
Excellent Communication Microso2 O4ce Problem Solving Empathy Adaptability Active Listening Time Management MS Word
WORK EXPERIENCE
Customer Solutions Agent
Ally Financial
07/2018 - 02/2023,
Communicated directly with debtors via inbound and outbound calls for the purpose of collecting payments and resolving outstanding balances within company guidelines while demonstrating integrity, professionalism a commitment to serving customers needs and solving problems e4ciently with insight.
Maintained knowledge of the Fair Debt Collections Practices Acts. O8ered di8erent alternatives, in addition to explaining consequences of delinquency to customers in an attempt to cure account delinquency. Skip Traced customers via skip tracing apps and tools. Hit and exceeded department KPIs by 20% for 5 months in a row. Created a tracking tool to document and report system related issues. Exceeded required performance standards and metrics. Assisted with the development of peers as it relates to complex calls, collection techniques, special projects, etc. Collections Representative
NCB Management Services, Inc.
10/2016 - 01/2018,
Contacted Bank of America cardholder's whose accounts were in a delinquent status to advise of default status, bene ts of bringing account current, and the consequences of remaining in a past due status. Determined the root cause of the cardholder's delinquency by asking open-ended and closed-ended questions. Determined if cardholders are eligible for various programs, and repayment options designed to assist cardholders in bringing their accounts current. Respond to cardholder's inquiries, concerns, and complaints. Achieved targets for workBow and reduction in delinquency rates. Met and exceeded goals in areas of quality, performance, individual stats and attendance. Achievements/Tasks
Achievements/Tasks
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WORK EXPERIENCE
Dealer Concierge
AutoTrader.com
02/2001 - 09/2006,
Provided responsive, timely telephone and email support to dealer customers, and sales. Managed and tracked all problems to resolutions, even when delegated to other departments. Facilitated retention communications, as requested by Sales. Worked closely with Sales to identify, document and follow any exceptions to the standard processes. Recommended improvements in product usage, and services to produce leads, and prevent future problems. Served as a resource, and subject matter expert and provided training to fellow team members. new hires. Excellent customer service skills and positive attitude as demonstrated by receiving employee of the month. EDUCATION
Nathan Bedford Forest High School
08/1985 - 06/1988, Jacksonville, Florida
Achievements/Tasks
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