Customer Service Quality Assurance
Resume:
Aaron J. Hill, Sr.
Conyers, GA 30013
Phone #: 470-***-****
E-mail: *******.****@*****.***
OBJECTIVE:
To obtain a challenging, yet rewarding position wherein I am able to use the knowledge and
Skills that I have obtained to benefit a company in their day to day operations and forward progress as well as acquire new skills that will afford me the opportunity to become more of a resource.
SKILLS:
Management Quality Assurance Time management Communication Organization Administrative
Knowledgeable of Microsoft on PC platform, as well as various software programs Able to type 60 wpm
Knowledgeable of federal regulations (FDCPA, FCRA, REGULATION E, ETC…) Proficient in the use graphics platforms
Build Rapport Customer Service Multi-Tasking Troubleshooting Virtualization
EDUCATION:
2003 Graduate of Millville Sr. High School, Millville, NJ Currently Enrolled at Ohio Christian University
Associate of Arts Completed
Currently working on BA in Psychology w/ target graduation date of May 2023
Isaiah University (Seminary): Graduated May 2021
Doctorate in Divinity
Masters in theology
Bachelors in Religious & Biblical Studies
A/R Credit & Collections Specialist December 2019 - Present
Pandora/SiriusXM Radio Atlanta, GA
Responsibilities include:
The Accounts Receivable, Credit & Collections manages the AR/C&C function and acts as a liaison between the external customers, internal business partners and third party service delivery team in executing the AR/C&C function and providing quality services; effective collection management, meeting SLAs, providing reporting and key metrics, and maintaining policy and meeting compliance requirements. Responsible to manage and oversee the activities of third party service delivery team, and manage direct reports located in the shared service facility here within the office. Establish best practices as part of the center of excellence to drive process transformation, and provide insights to the business through reported metrics and analysis. Key in participating in the transaction flows for accounts receivable and handling exceptions
Credit Manager May 15, 2017 – December 2019 Maintenance Supply Headquarters Lithia Springs, GA
Responsibilities include:
•Handle a specific portfolio of multi-family accounts (ranging from 400 to 800 individual accounts)
•Prepare reports on status of collections
•Review and maintain daily activities of collections
•Contact customers via telephone, email and mail to ensure payments
•Assist with special projects and requests as needed
•Account reconciliations
•Credit limit reviews
•Release orders
•Soft collections
•Make judgment decisions regarding the status of a customer account based on thorough analysis of the customer’s purchases, payments, history, ability to pay and our business strategy
. • Maintain strong communication with Outside sales representatives, Customer Service and Management
•Maintain accurate and up to date collection notes
•Research and reconcile overpayments
•Research and reconcile misapplications
•Handle data entry and general clerical tasks
Collector/Asst. Mgr April 4th, 2016 - May 12, 2017 BANK OF AMERICA. Kennesaw, GA
Responsibilities included:
Assisting customers with delinquent accounts for 5, 30, 60, and 90 day delinquency.
Applying payments to accounts
Data entry and account resolution.
Superseded monthly budget/goals of over one million dollars for three consecutive months.
Assist management with peer assistance to ensure team and individual productivity related to goals and quality metrics. Managing employees call volumes and call quality; trained employees in the collection process; responsible for approving or declining accounts for settlements.
Assist with admin work such as pulling daily reports in Excel and distributing deliverables to the team via email.
Customer Experience Manager November, 2012 – December 2015 MRS ASSOCIATES Cherry Hill, NJ
Responsibilities included:
Processing payments
Data entry
Making outbound and inbound calls and directly assist customers in obtaining resolution of outstanding primary, secondary, and tertiary accounts.
Applying payments and payment arrangements to accounts to include the proper status and disposition of the account.
Responsible for making a minimum of 250 outbound calls per day (I made between 300- 400 calls per day).
Superseded and doubled monthly projections and goals/budgets of the company for eight consecutive months.
Promoted to Quality Assurance Representative in January 2014. Responsibilities included:
Reviewing calls and executing agent evaluations according to internal and client metrics. 100+ evaluations were assigned on a monthly basis.
Assisted the complaints manager with analyzing complaints, retrieving the calls and account notes consistent with the complaint and export the information on the assigned spreadsheet/database and network server.
Promoted to Customer Experience Manager in June 2014.
Responsible for:
remediating, refreshing, and up-training existing agents on company policy, protocol, and nuances to ensure proper development. This process includes having the agents sign the correlating attestations and logs for proper filing with Human Resources.
Training new agents in the classroom education in areas such as, compliance, security awareness, Federal and state regulations (FDCPA, FCRA, GLBA), Code of Conduct, HIPAA etc…
The customer experience manager is responsible for agents in all phases of their employment from classroom training, to floor training, to operations; ensuring they are properly educated, trained, and up-trained.
This role also includes data entry, updating spreadsheets for logging purposes and record keeping.
Updating company policy per client and distribution of proper memorandum with regard to nuances approved in change management.
OTHER ABILITIES:
I have the innate ability to be taught and trained and learn new things. I believe this is critical in starting with a new company or role within the company to be able to learn their policies, their procedures and their culture.
*References are available upon request
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