Customer Service Sales Representative

Amelia L. Penny

Technical Team Member

Summary

I am an Experienced Customer Service / Sales Representative with strong Call Center experience. I have handled approximately 100 plus inbound outbound calls per day effectively. I was recognized for the highest 800 number sales in the state and sold more than 150 optional customer products and services in one month. I was recognized as one of the top 10 of 150 Associates in the office in sales while working for AT&T. I also acted as Section Leader for my team in the absence of our manager when they were in Staff Meetings.

Skills

Outlook, Word, Adobe, Excel, Execustar, Microfilm, Rightfax, Explore, Mortgage Service Soared, Bease, Industrial Presser, Novel, Intelligence, Chronos, LaVista, Pactime and WorkDay.

Experience

Midland Credit Management, Mesa, AZ. (MCM) 11/2023 - 08/2024

Account Manager

Made approximately 300 plus calls per day to reach consumers in order to make contact with consumers to set payment arrangements to pay past due accounts.

Gave mandatory disclosures before setting up payment arrangements to ensure quality assurance.

Set follow-ups to call consumers in the event a payment wasn’t made.

Bridgecrest, Mesa, AZ 06/2022 – 09/2023

Account Manager

Assisted Account Holder / Co-Buyers with all aspects of their vehicle payments.

Made Adjustments, Loan Modifications, Extensions on payments and sent the Account Holder copies of Contracts and Forms requested for review.

Added Third Party information to the account to allow Account Managers to speak to them on behalf of the Account Holder or Co-Buyer.

Carrington Mortgage Servicing LLC. Santa Ana, CA. 01/2013 – 05/2013

Loan Underwriting Administrator

Responsible for ensuring compliance of loan package to meet FHA guidelines prior to sending for financial underwriting approval.

Applied and interpreted FHA underwriting guidelines to fund facilitate credit evaluation.

Perform quality control to make sure that the credit and income analysis of a homeowner met requirements.

Transworld Systems Inc San Bernardino, CA. 04/20/2011 – 01/2013

Telemarketing Customer Service/ Independent Contractor

Performed approximately 25 to 30 outbound calls a day explaining debt collection service to business owners.

Call sometime consisted of educating business owners of what optionswere available for them to collect past due debts

Provided excellent personal service to clients to collect monies due while maintaining the integrity of their customer base.

Assurance Specialty Properties/ Safeco Insurance, Santa Ana, CA. 09/2005 - 01/2011

Customer Care Specialist II

Received call from insured as the first line of contact to file a claim after a catastrophe.

Received and processed 100 inbound or outbound calls from borrower’s clients and insurance agents.

Acted as liaison between the client and the homeowner to educate representatives from various departments regarding procedures laws and insurance guidelines.

Cingular Wireless, Anaheim, CA. 09/2004 – 09/2005

Customer Service Representative

Received approximately 100 inbound calls from a dialer added new services as well as added to existing business customer services.

Acquired negotiation skills to maintain sales quota.

Assisted wireless customers with all billing issues and acted as a consultant and offering additional lines services and Calling Plans.

SBC / Pacific Bell / AT&T, Tustin CA 01/1979/06/2004

Customer Service / Sales Representative

Received approximately 100 inbound calls from a dialer, added new services as well as added to existing business customer services.

Assisted in account reconciliation and completed the order forms created to escalate work for reports to record the daily results for payment arrangements and all work was completed by the deadlines.

Required negotiation skills to maintain sales quotas to resolve all customer issues to keep complaints down.

Education

Accounting Certificate McLennan Community College, Waco, TX.

40 Hours Life Pre-Licensing Certificate, Mike Russ Financial Training Center Inc.

Anaheim, CA. 12 Hours Ethics and California Code Certificate, Mike Russ Financial Training Center, Inc. Anaheim, CA

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