Carol L Cook
Cottage Grove, MN 55016
OBJECTIVE: To obtain a position in which all my acquired skills would be utilized.
PROFESSIONAL Hardworking Customer Service Representative with 14 years of experience
SUMMARY working with student loan delinquency, hotel, care and flight reservations.
Trained in project and time management with extensive knowledge of
finances and proven multitasking abilities. Committed to maintaining
professional relationships with client to increase profitability and drive
SKILLS Customer service optimization Medical terminology knowledge
Customer focused service MS Office proficiency
Complaint resolution Multi-line phone talent
Computer proficient Data entry
Money handling abilities Stocking and replenishing
August 2017-present Alorica, Inc Customer Service Representative
Work performed in various departments/special projects as needed in a Call Center environment. Company is closing and reducing employees.
August 2014-2017 Presbyterian Homes and Services Main Receptionist
To type correspondence
To sell various items from the general store, meal tickets and stamps to residents
To Screen and greet guests
June 2010 to July 2014–ECMC Collections - Collection Call Support Representative
Upon request from collectors, reviewed accounts for eligibility to have an administrative wage garnishment order suspended and ordered the suspension order(s).
To note on accounts “assistance” emails from borrowers’ and route to supervisors in California and Minnesota using “round robin.”
To take, transcribe, and distribute monthly staff meeting minutes to the Loan Rehabilitation Unit and Internal Collection Staff.
To perform duties as directed from the Internal Collections Manager and Director.
2009 – 2010 First Mark
Assisted in processing student loan applications for potential borrowers.
Processed and posted payments on accounts according to a borrowers’ request.
2008-2009 Held temporary positions assigned thru employment agencies while seeking fulltime employment
2006-2008 Express Scripts
Answered phone calls and assisted customers with mail order prescription orders.
Knowledge of various types of medical insurance plans.
2001-2006 Wells Fargo Bank
Functioned as a phone banker, personal banker, teller and customer service representative
Assisted customers with account questions relative to checking accounts predominately overdrafts, balances.
Made an appropriate product or service referral to the sales staff to enhance a customer’s financial relationship with Wells Fargo.
As a personal banker, I assisted customers in opening new accounts, applying for overdraft protection with a credit card or line of credit, or applying for a personal loan
Referred borrowers to the investment broker or mortgage representative.
Processed deposits, withdrawals, and payments, helped the Head Teller to balance the vault, balanced my cash drawer at night, processed night deposits, made change orders and balanced the main change drawer before leaving at night.
2000 -2001 Farm Bureau
Typed correspondence for the assigned claim adjusters.
Processed incoming mail, answered phones and routed calls to the appropriate claim adjusters.
Numerically filed claim files and ordered and maintained supplies.
1999-2000 Allied Interstate –Legal Forwarding Secretary
Processed orders for litigation on 5,000 delinquent medical accounts.
Provided information to five different attorneys
Negotiated and presented settlement offers to the attorneys and called account holders to procure payments.
Ordered and maintained supplies.
Processed and routed incoming mail.
1996-1999 Allied Interstate – Debt Collector
Secured payments for non-sufficient fund checks and delinquent credit cards. After formal class training, assisted with the training of new employees on the computer system
1986-1999 – VA Medical Center
Functioned as a ward secretary responsible for phones on the ward, processing mail, filing documents in a patients’ chart, scheduling appointments, informing the nurses’ of a patients’ appointments, transcribed physician orders, and processed discharges.
Promoted from Ward Secretary to Extended Care Center Program Secretary and became responsible for phones, mail, supplies, the Medical Director’s calendar, maintenance of various office machines. I created and maintained an Excel spreadsheet of admissions and discharges.
Created, on a monthly basis a chart of admissions and discharges from the collected information.
Maintained the schedule for conference room events, and scheduled the Interdisciplinary Treatment Team meetings informing family members by sending out Interdisciplinary Treatment Team meeting letters. These meetings were held in 30-day intervals and complied with the requirements of the Joint Commission Accreditation of Hospital Organizations.
Served as Sunday School Teacher for 3 years and presented lesson plans encouraging individual participation from the class members.
Responsible for taking minutes of the Church Council meeting as secretary
Member of the Jaycee Women and served in various District Coordinator positions as well as serving as Newsletter Editor, Secretary, State Delegate and Parliamentarian.
As Teen-Age Chairperson for the March of Dimes solicited donations.
Currently serving as Leader of MN TOPS 714 Cottage Grove (weight loss group)