November **** to

Current

February **** to

Current

February 2014 to

February 2015

June 2000 to

August 2012

Summary

Attentive and goal-focused bringing a successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures. Experience

Delta Airlines Global Services

Cincinnati, OH

Customer Experience Specialist

Developed customer service policies and procedures to ensure optimal customer experience.

Provided technical support to customers and troubleshoot their queries. Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.

Assisted in designing new strategies for improving the overall customer journey. Identified opportunities for providing additional services or products to existing customers.

Ensured compliance with relevant regulations governing consumer protection rights. Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

PNC

Miamisburg, OH

Foreclosure Attestation Specialist

Collection Agent 2015-2016/ Credit Bureau Investigator 2016-2021 Conduct thorough research on all disputes received from consumers and other internal departments for errors

Ensured policies and procedures are complied and consistently applied for issue resolutions

Maintained good customer relations with borrowers and effectively solved problems in an effort to resolve account delinquency and prevent losses Negotiated immediate full payments or acceptable and timely payment arrangements for account resolution and accurately inputted and documented all actions within the collections system on as happens basis

Analyzed financial data to identify trends, patterns and strategies. Organized general financial information, update reports and audit data. Synchrony Bank F.N.A. Ge Capital Retail Bank

Kettering, OH

Customer Service Representative

Assist Clients with credit card payment transactions, disputes, credit line increases, and any other transaction associated with the membership or credit card Informed customers about billing procedures, processed payments and provided payment option setup assistance

Comcast Cable

Knoxville, TN

Jykarta Boykins

Dayton, OH 45420

937-***-****

ad4a88@r.postjobfree.com

WWW: Bold Profile

May 2006

July 2016

October 2013

Customer Support Specialist

Customer Service Representative 2000-2004/ Online Technical Support 2004-2006/ Retention 2006-2011/ Sales Specialist 2011-2012

Performed customer negotiations to reach fair conclusion for both business and customer.

Provided telephone, online, and face to face customer service support Coached, monitored, and mentored new employees and provided guidance for different teams

Engaged positively with each customer, providing professional and polite support for sales and service needs.

Contacted new and existing customers to outline benefits of products and answered product questions with up-to-date knowledge of sales and promotions. Developed key customer relationships to increase sales. Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.

Listened to customers to understand needs and refer to optimal services. Education and Training

National College of Business & Technology

Knoxville, Tn

Computer Applications Technology

Associate of Applied Science

4.0 GPA

Dean's List Honoree all 4 quarters in 2004

M.A. Smythe Academic Achievement Award Recipient

Ohio Business College

Dayton, OH

CNA- Certified Nursing Assistant

Associate of Arts

Toni & Guy Hairdressing Academy

Marietta, GA

Cosmetologist

Master of Arts

Skills

Problem Solver & Team Player

World class customer service

Motivated passion to help others

Strong interpersonal Skills

Adaptability

Coachable

Growth focused

Detail Oriented

Innovative

Complaint Handling & Resolution

Friendly, positive attitude

Reliable & trustworthy

Billing inquiry management

Customer education

Budget counseling

Payment processing

Critical thinking

Goal Oriented

Fast Learner

Flexible

Contact this candidate