20+ years of customer service experience

Melva Adams

*****.*.*****@*****.*** 469-***-**** Grand Prairie, TX

SUMMARY

Seasoned professional with 10 years of experience in client relations and collections, seeking a Customer Service Rep role. Excelled in relationship management and negotiation at JP Morgan Chase, adept at handling high-volume calls and resolving complex issues. Proven track record of increasing sales and client retention through personalized service strategies.

WORK EXPERIENCE

American Income Life Insurance Grand Prairie, TX, USA Life Insurance Agent Mar 2023 - Present

• Cultivate and sustain relationships with a client base, ensuring consistent client satisfaction and retention.

• Analyze existing client insurance portfolios to advise on enhanced coverage options, effectively boosting cross-selling prospects.

• Prepare and deliver tailored insurance quotes, leading to a measurable uptick in policy subscriptions and cross-selling initiatives.

JP Morgan Chase Grand Prairie, TX, USA

Collections Representative Sep 2006 - Apr 2015

• Analyzed collection reports to assess the status of receivables and quantify outstanding balances.

• Employed skip tracing techniques to locate individuals and accurately updated their contact information in the database.

• Negotiated payment arrangements with individuals, offering counsel on available options to facilitate account settlement.

• Monitored adherence to payment agreements, identifying and addressing instances of non-compliance while managing a high volume of daily communications.

Relationship Manager Sep 2006 - Apr 2015

• Managed customer concerns, ensuring prompt resolution and sustained client satisfaction through diligent monitoring and engagement.

• Fostered new business growth by collaborating with financial advisors and branch teams to secure referral clients.

• Enhanced client portfolio through strategic relationship building with a focus on attentive communication and strong interpersonal abilities.

EDUCATION

Tarrant County College District

Associate of Arts, General Studies

Fort Worth, TX, USA

May 2017

San Marcos Job Corps

Dental Assistant Certification, General Studies

San Marcos, TX, USA

Jun 1994

San Marcos Job Corps

GED

San Marcos, TX, USA

Jun 1994

SKILLS

Active Listening • Administrative Skills • Application Processing • As/400 • Attention to Detail • Business Development • Career Development • Communication • Computer Network • Customer Relationship Management

• Customer Satisfaction • Facilitated Communication • Friendliness • Insurance Coverage • Interpersonal Skills • Microsoft Office • Negotiating • Organizational Skills • Partnership • Payment Arrangement • Policy Analysis • Record Management • Sales Process • Self Starter • Senior Management • Skip Tracing • Team Player • Time Management • Underwriting

Contact this candidate