Customer Service Call Center
Resume:
DEANNA M. OLOW
*** ****** **** ****** **********@*****.***
Las Vegas, NV 89144 702-***-****
PROFESSIONAL PROFILE
OBJECTIVE: To find a challenging position to utilize the skills I have obtained over my years of experience in the Customer Service field and the ability to continue to learn and be challenged in new areas as well.
Knowledgeable Collector and Customer Service Specialist with a 17-year record of providing best-in-class service in a high volume, fast-paced call center environment. Recognized as a positive, persuasive, goal-driven communicator who provides workable solutions and consistently exceeds goals. Agile negotiator and adaptable professional who listens attentively, thinks logically and speaks clearly to maximize a complete understanding skills and makes effective decisions; excellent customer relationship management skills
Areas of expertise include:
Call Center Operations Federal Guidelines
Debt Recovery
Negotiations
Records Management
Customer Relations Skip tracing
Repayment Options
Forbearance
Information Retrieval
WORK EXPERIENCE
Anthem Insurance 04/06/21-10/25/2023
Customer Care II
Assisted members with finding new providers, going over claims and authorizations. Also went over member’s policy information as needed for coverages on stated benefits. Resolved issues with member’s claims and ordered Over the counter products and materials as requested. Took payments for premiums as requested as well. Provided empathy to all members needs and resolved 90% of issues.
Aerotek Temp for Anthem 10/2020-04/2021
Sutherland Global Services 10/2016 – 08/2020
Customer Care Specialist for Nordstrom, USAA and Lending Club
Responsible for placing orders, resolving issues with orders for customers providing excellent customer service. Once Nordstrom contract ended moved to USAA client. Provided assistance with USAA banking resolving account issues worldwide and updating accounts as needed. Finally was asked to assist with Lendingclub where I am continuing to provide the best customer service with personal loans.
Data Check of America
Collector
Responsible for collections on NSF checks 11/15-6/16
Research Associate 01/2015-11/2015
Precision Opinion
Responsible for making outbound calls in projects doing surveys on different subjects for clients on dialing systems. Did have to adhere to strict confidentiality guidelines. Also worked with CDC regarding children’s vaccine surveys
Diamond Resorts (Contractor work from home) 12/2013-05/2014
Responsible for taking inbound calls from timeshare customers to book reservations and resolve problems with current reservations. This was a homebased business that included training and strict quality assurance standards.
SALLIE MAE, Las Vegas, NV 01/2007-04/2010 Account Manager
Responsible for making outbound calls to consumers to recover monies owed and/or recommend payment options to avoid financial consequences for non-payment. Also responded to incoming calls from consumers to answer questions, explain payment options, and/or resolve payment issues. Consistently met or exceeded goals each month rating in the top performers.
Performed skip tracing to research and locate accurate consumer information and to make an efficient contact to collect debt.
Responded to inbound calls from clients regarding their loan arrangements to provide information, explain options available and resolve outstanding issues.
Consistently obtained high success rate for monies collected/month.
Used established policies/procedures and strong knowledge of federal and state regulations to ethically contact consumers in the collection of debts.
Made outgoing calls to contact consumers; verified the correct consumer, provided disclosure and Mini-Miranda.
Contacted customers by telephone whose accounts were past due to provide loan status and consequences of default; carefully explained options to negotiate resolution.
Provided clear explanations and creative responses to consumer calls to resolve problems effectively.
AEROTEK EMPLOYMENT SERVICES
Collection Specialist
Prior to being hired at Sallie Mae worked from 06/2006 to 01/2007 at same office as a
Temporary.
WEST ASSET MANAGEMENT 01/2006-12/2006
Collector
. Collection of charged off credit cards. Offered payment options to cure accounts
COX COMMUNICATIONS QUALITY ASSURANCE DEPT 04/2006-05/2006
Quality Assurance Agent
Worked with problem accounts to correct issues; outbound calls to customers to help solve problem accounts to allow connection issues to be resolved.
Updated information and made corrections to inaccurate information on accounts.
Scheduled installation of phone service for technicians.
WFS FINANCIAL INC., Las Vegas, NV 11/1999-10/2005
Collection Manager
Collected on auto loans and provided customer service with outbound calls to borrowers or came in. Performed skip tracing when necessary to locate customers and resolved loan issues and worked all levels of delinquency as necessary. Consistently exceeded goals
EDUCATION
University of Bridgeport, no degree
References provided on request
Contact this candidate