Customer Service Training

Dawn Fernandez

**** * ********** ** **, Kennewick, WA, 99338 Home: 208-***-**** Cell: 208-***-**** Email: *******@*****.***

Work History

Gesa Credit Union Collections Department,05/14/2018 to Present

● Makes calls on past due accounts

● assists member’s with feasible ways to bring loans current

● uses tools to find member through skip tracing

● deescalate upset members

● take incoming calls and calls transferred to our department

● assign repossessions

● update repossession statuses off the websites

● work on charged off accounts

● take payments over the phone

● assist members with getting their cars back if they have been repossessed

● work with the repossession companies

● fill out forms for member’s for hardship extension and other skip payments we offer

● assist with workout loans, loan of income loans and set up varies payment arrangements.

Gesa Credit Union Contact Center,02/08/16 to Present Gesa Credit Union – Richland, WA

Answer calls

Assist members with any questions or issues that they have

Transfer money

Take payments

Help with online banking

Continued training as needed

Best Buy Customer Service, 10/13/14 to 02/05/16

Best Buy – Kennewick, WA

Trained for MCSA job with OMS and Express Lane

Assist customers with purchases, returns, payments, questions and complaints

Answer phones

Customer pick up

Keep area clean and organized

Do require training (e-learning)

Team Leader and team player

Willing to work in other areas whenever needed

Fix issues with deliveries, schedules and damaged item.

Train new team members

Humana Customer Service Agent Call Center, 08/2010 to 08/2013 C3 – Twin Falls, ID

Assisted the elderly and less fortunate with their medical plans, questions, and complaints.

Trained in Medicare and licensed in Life and Health insurance

Sold Prescription Drug Plans to Medicare recipients

Trained in handling escalations

Handled premium payments

Continued training as needed

Assist supervisors whenever needed

Paraprofessional/Study Skills/One on One Aid,08/2001 to 08/2011 Jerome School District – Jerome, ID

Administered and graded tests and assignments to evaluate students' progress.

Communicated objectives for all lessons, units and projects to students and their parents.

Daily contact with teachers to insure that students are staying on task in class and with homework.

Provided one-on-one attention to students, while maintaining overall focus on the entire group.

Attended all meetings with teachers, students, administration and parents to insure all goals are being met and new ones added to benefit the student.

Taught students organizational skills and study habits to insure students’ success.

One on one with special needs student.

Education

Jerome High School – Jerome, ID

High School Diploma: General, 1984

Skills

Curriculum development

Behavior management systems

Child development specialist

Autism spectrum awareness

Customer Service skills

DOS programs

Medicare training

Sales

OMS

Returns

Contact this candidate