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Customer Service Manager

Location:
Millbury, MA
Posted:
May 17, 2020

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Resume:

Russell E. Dow

*** ********* **. • Millbury, MA *1527 • adc92v@r.postjobfree.com • 508-***-****

PROFESSIONAL EXPERIENCE

American Cycle Finance Marlboro, MA

Senior Collector Present

.Collect on Motorcycle Loans Past due

. Take Payments for Loans and Answer questions on them

Cornerstone Bank Spencer, MA

Collector December 2017-October 2018

Collect on accounts Past due such as Mortgages, Equity loans, Auto loans and other bank loans

Offer Deferments

Offer possible Hardship loans

Offer Short sales

Reason Left Layoff Company had cutbacks

Wells Fargo, Dealer Services Worcester, MA Collector3 Nov. 2011 – November2017

Collector 3/ Back sheet .Mentor and coach 15-24 front sheet collector 3 personnel, including how to handle challenging customer calls

I had a portfolio of over 1.4 billion dollars per year. I called on my portfolio daily speaking with customers about their outstanding balances and guiding them through appropriate solutions to get them back on track, and received calls from account holders with outstanding balances owed and offered them such things as follows: a deferment, due date change, payment set up for outstanding payments, a regular or hardship refinancing. If not suitable solution could be made to get them up-to-date arrange for a voluntary or involuntary repossession. I also run daily sales reports and z reports for the Boston RBC. I did skip tracing and ran scra reports for military verification.

Received President’s Awards for customer service and Employee of the Month Awards for BOSTON RBC, and was nominated for company-wide Employee of the Quarter Award among All the RBCS nationwide.

Reason left Company relocated to other state

The ROI Company Worcester, MA

Senior Medical Collector Nov. 2009 – June 2011

Collected on overdue account balances by locating patients through skip tracing and helping them establish the appropriate payment schedule

Bank of America/Fleet Bank Worcester, MA

Senior Customer Service Representative December 1998 – June 2009

Assisted customers with general questions, maintenance of personal accounts, and online banking issues

Frequently upsold products to strengthen customer relationships with the bank

Received 10+ “Spirit Cards” from manager, colleagues, and customers for exceptional teamwork, customer service, and dependability

Selected to attended Events to honor top 10 customer service representatives

Personal Banker

.Sold both business and personal banking products in-person at local branches, trade shows, and customer business locations, as well as over the phone

Supervised and provided ongoing support to 6 staff members when manager was absent

Met individual sales goal 95% of the time, even as targets were continuously raised

Senior Auto Loan Processor/Auto Funder

Obtained necessary paperwork from customers to gain approval of auto loans by banking underwriters

Received 10+ “Spirit Cards” from manager, colleagues, and business vendors for on-time loan approval

Business Payment Solutions Telesales Specialist

Sold Fleet Merchant Service products to merchants over the phone

Outbound/Inbound Business and Retail Telesales Specialist

Initiated sales using cold calling techniques and banking campaigns on products and services; products sold include business loans/lines, equity loans/lines, personal and business cash reserves, checking accounts, savings accounts, credit cards, and other business services

In manager’s absence, acted as supervisor to 15 staff members and prepared the manager’s daily reports

Received numerous awards for customer service, Top Salesperson of the Year Awards, and Suggestions of the Month Award for submitting ideas on how the company could strengthen the customer experience and increase employee efficacy

EDUCATION

New Horizons Providence, RI

Certificate, Microsoft Office Professional Oct. 2009

Jones International University Englewood, CO

Completion, Ethical Leadership Course

Nichols College Dudley, MA

Completion, Microsoft Office Professional Course

Worcester State College Worcester, MA

BS, Business Administration; Minor in Computer Science May 1987

To Whom It May Concern:

References

1.James Stone, Wells Fargo Dealer Services 1500 Office Park Drive Westborough, MA 01581, phone 508-***-****

2.Tim Harrington781-589-9283 Wells Fargo Dealer Service 1500 Office Park Drive Westborough, MA 01581 phone 1-800-***-**** ext. 41015.

3.Nick Breton Wells Fargo Dealer Service, 1500 Office Park Drive Westborough, MA 01581 phone ***-**-****.

4. Kelly Baker Wells Fargo Dealer Service, 1500 Office Park drive, Westborough, MA 01581 phone 774-***-**** email adc92v@r.postjobfree.com



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