Customer Service Representative
Resume:
MARIE (WYNNS) THOMAS
Mesa, AZ 85209
***********@***.***
SUMMARY
I am an experienced customer service professional with excellent communication and problem-solving skills seeking a position to utilize my research and analytical knowledge as well as the opportunity to continue my career growth. In addition, I have a B.S. degree and exhibit a professional demeanor, strong work ethic and a positive attitude. PROFESSIONAL EXPERIENCE
NORWEGIAN CRUISE LINE (NCL), Mesa, AZ 2013 – 2023
Customer Service Representative (Hybrid)
• Serviced and processed new and existing individual registration requests from Casino guests booking directly or via travel agents, resulting in positive guest experiences.
• Escalated all issues and pertinent matters to the appropriate resource to ensure resolution in a timely manner.
• Communicated with specific organizational support departments as necessary to expedite resolution. GC SERVICES, Mesa, AZ 2011 – 2013
Customer Service Representative
• Handled inbound calls pertaining to Sprint customers’ service matters and soft collections. WELLS FARGO AUTO FINANCE, Tempe, AZ 2009 – 2011
Collector 2
• Performed outbound and inbound calls on auto dealer with delinquent borrowers to assess the individual circumstances and negotiate acceptable payment arrangements in a respectful, courteous and friendly manner to ensure the integrity of the banking relationship.
• Utilized skip tracing methods to obtain customers contact information.
• Negotiated with customers and offered solutions to meet their financial obligations in a mutually satisfactory fashion.
TARGET FINANCIAL SERVICES, Tempe, AZ 2002 - 2009
Credit Specialist
• Collected on past due credit card accounts ranging from 1 - 60 days delinquent.
• Listened and engaged the guest in order to offer appropriate solutions to resolve their past due payment status.
• Developed a thorough and complete understanding of the department’s credit policies and procedures, support compliance projects and initiatives when appropriate. DHL EXPRESS, Tempe, AZ 1999 - 2008
Key Accounts Specialist
• Oversaw shipments for referred businesses including Fortune 500 company accounts.
• Identified and researched issues promptly in assisting customers.
• Ensured all service issues including escalated calls were addressed and resolved in a timely and fair manner. EDUCATION / TRAINING
B.S., Commerce, Marketing, St. Joseph’s College, Manila, Philippines Fair Debt Collections Practice Act (“FDCPA”) Training SOFTWARE
Excel, Word, PowerPoint, TSYS (Customer Service Management module) Various cruise industry booking applications including Seaweb, Citrix and Salesforce
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