Customer Service Senior Management

Anna Foster

585-***-**** * *******@*****.*** - 204 E H St. Brunswick, MD 21716

Core Analyst

Accomplished and results driven professional recognized for professionalism, commitment to excellence, and demonstrated ability to communicate and work with senior management, associates, and clients. Has an excellent interpersonal skill, able to communicate and collaborate effectively with co-workers at all levels. Self-motivated and can work independently or in a team. Broad based qualifications: Executive Office Management, Budgeting, Customer Communication and Liaison Affairs.

AREAS OF EXPERTISE

Excellent Strategist - Provide solutions that boost productivity and efficiency across the organization. Quickly identify problem areas and implement effective solutions to meet goals.

Exceptional organizational skills - Consistently recognized by colleagues for exceptional talents in analysis and problem resolution in fast-paced environments.

Strong sense of responsibility - Solid professional standards; excellent track record of dependability. Maintain focus on achieving results while implementing business solutions to meet a diversity of needs.

Administration and Management - Knowledgeable of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.

Customer Service - Consistently demonstrate responsiveness, strong customer focus, and ability to build good customer relationships.

Computer Skills – Knowledgeable of computer programs to include FACS, Artiva, Microsoft Office

PROFESSIONAL EXPERIENCE

Conserve

Fairport, NY July 2005-July 2016 (Retired)

Core Analyst July2014-July 2016

Manage and maintain the accounts in the Perkins Loan Dept.

Ensure all PPMS work instructions, policies and procedures regarding frontline activities are adhered to and up to date.

Manage billing services transactions, account payoffs, LVC/EVC’s, posting payments, and all consolidation activities.

Manage close and return protocols.

Create and maintain policies and procedures to ensure Debt Counselors are performing with maximum efficiency.

Client communication to retain accounts, training, Cohort tracking, posting payments, and rehab negotiations.

Interview new applicants. Prepare and execute yearly evaluations. Prepare and execute employee job performance evaluations.

Work closely with Sr. Management in implementing and executing winning strategies and implementing new workflows.

Manager December 2010-July 2014

Provide daily operational review/quality control of education accountability as well as customer intervention/resolution.

Consistently apply major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environment, as well as supervisory skills including hiring, termination, scheduling, training, payroll and other administrative tasks.

Exude thorough knowledge of collection practices, and a clear vision to accomplish the company goals.

Mentor May 2007-December 2010

Served as ACA Professional Collection Specialist, FDCPA certified and other Regulatory Compliance.

Monitored, trained and individual staff improvement.

Developed and provided motivation to ensure collectors are working effectively and efficiently.

Handled PPMS compliance and team performance to meet monthly goals and client satisfaction.

Debt Counselor/Collections July 2005-May 2007

Handled collections and skip-tracing.

Utilized good organizational skills and strong attention to detail to provide the necessary planning, direction, control and account interaction to meet established collection goals.

Consumer Credit Counseling Services of Rochester

Rochester, NY October 2001-July 2005

Creditor Relations Specialist February-July 2005

Served as the constant customer and creditor contact.

Managed EFT rejections, creditor refunds, automatic bank withdrawal changes, and assisted clients with creditor issues/billing problems.

Reviewed new client files, updated creditor files, and supported staff.

Case Manager October 2001-February 2005

Supported staff and served as constant customer and creditor contact.

Maintained approximately 600 accounts and assisted clients with creditor issues/billing problems and budgeting.

Welcomed clients, and managed annual review of all accounts with clients by phone or in person.

Responsible for the disbursal of funds for all accounts, provided creditors with up-to-date client information and provided pertinent correspondence.

EDUCATION

Dale Carnegie Graduate (Business Management)

ACA Certified (Association of Credit and Collection Professionals)

FDCPA Certified (Fair Debt Collections Practices Act)

PPMS (Professional Practices Management Systems)

MCC LA05 Lib Arts, Health Related, Rochester, NY 2003-2005

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