HEIDI

CALVERT

** ****** **

Fredericksburg VA **406

+1-540-***-****

ad276g@r.postjobfree.com

Skills Summary

Customer service

Negotiation

Multi tasking

Problem solving

Delinquent accounts

Communication

Excel& Microsoft

Training

Type 40-45 wpm

Multi line phones

Education

Degree / Date of Graduation

I graduated High School and have completed about 1 years of community college.

Experience

Alorica

Collection/Servicing Agent., 10300 Spotsylvania Ave #200, Fredericksburg, VA 22408.

7-21-22 to present. www.theworknumber.com. Company code 12561.

•I take incoming collection and service calls for a major credit card. I help the customer with whatever needs they have. On the collections calls I would do my best to get a payment to bring them current. If they could not make that payment, I would see if I could qualify them for one of our payment plans. I would find out why they are late and document. I would also make outbound calls to try and collect money or qualify the customer for a payments plan. A big part of my job was deescalating an angry customer. I seemed to be able to please the customer by the end of the call. I also had to stay within compliances and procedures while taking and receiving calls.

• I also became a POD Lead. That entailed helping the agents with questions they have about a phone call. I would also help them if they were having computer issues. I made up questions about procedures and compliances and would work with agents our supervisors thought needed extra help in those areas. I also keep an updated list of agents that could help cover for a POD Lead when we need the extra help. I would help coach agents. I would also go over call scenarios with the agents as well.

Capitol One Bank

Bank Teller. Stafford, VA

May 2012 to May 2014 Carmen Cruz 540-***-****

As a bank teller I perform a wide variety of transactions including check cashing, deposits, issuing Cashier Checks, transfers, withdrawals and settle the change machine at the end of the day as well as maintain it. Assist customers with product explanations and identifying opportunities for referrals to our

Relationship Banker. Resolve customer inquiries quickly and efficiently, delivering an exceptional customer experience every transaction, every time.

Multi-tasking was an everyday event.

Stafford County

Bus Driver. Stafford, VA

8/2015 to 6/2022 & 2/2005 to 6/2011 - Supervisor – Jessica Singleton

540-***-****

Drove pupils to and from school, field trips and special activities. Also helped out in dispatch when asked. Inspected the bus twice a day to make sure that it was safe to drive and I had to make sure the bus went in for it’s required 30 day safety inspection. Received a safe driver award 5 years in a row.

Dyna Marketing

Customer Service/Escalation. Massaponax, VA

December 1999 to August 2000 . Supervisor - Larry Byrd - no longer in business.

Took catalog orders from incoming phone calls and took customer phone calls checking on orders, also took complaint calls and solved them to the best of my ability. Handled several different kinds of reports for management and processed returns.

GEICO

Insurance Agent, Fredericksburg, VAJuly 1991 to February 1999. Supervisor - Bob Mell 800-***-****

Took phone calls from current customers and helped them with their insurance policy questions and/or problems. I would advise them on the coverages on their policy, and would recommend additional coverages if needed.

Took incoming sales calls and gave quotes and sold new policies.

Worked in the military/government section and was cross trained and took both sales and service phone calls at the same time.

Would help out in the main lobby when necessary taking customer payments, doing vehicle inspections or taking any other request from the costumer.

I could approve my own sales quotes and policies for our region and a second region we took calls for military/government. Not all of the people in our section or building were able to do that.

Took the section minutes for our meetings and kept track of them. Kept tract of our section’s incoming endorsements and passed them out, so we had no leftovers.

Worked a monthly report on military indemnity policies that canceled to see if they could be moved up. I would then call the policy holder and try to reissue the policy to them to save the business.

Help train new counselors that came into our section.

Filled in for supervisors when they were all in meetings.

Top 10 service counselor of the year for 4 years in a row. Received numerous complimentary letters, phone calls and received recognition for numerous “Ideas For Quality” suggestions.

Helped out in the training class the last 2 weeks while they took their first calls.

Contact this candidate