Customer Care

FDCPA Time management, analytical,

problem solving and decision-

making skills

Receptive to and able to

appropriately incorporate

feedback to continuously

improve

Understanding of and ability to

articulate call center

expectations/objectives

Strong oral/written

communications skills

Proficient in MS Office

Applications (i.e. Excel, MS

Word, etc...)

Ability to type a minimum of 35

WPM

Las Vegas, NV

Sep 2014-Jun 2016

Dishaka Kenney

Professional Summary

All of the skills I've gained over the 6 years of call center experience. I know that, I am dedicated to what I do. I am determine to always get the problems solved efficiently. I'm always eager to learn New things.

Skills

Experience

PRA Group

Account Representative

Responsibilities

Complied with all aspects of the Fair Debt Collection Practices Act

(FDCPA), company policies and procedures.

Trace customer to new address using address software or by contacting credit reporting agencies, post office, relatives, employers and other possible leads.

Confered with customer by telephone in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s). Requested appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts.

Recorded information about financial status of customer and status of collection efforts using automated collections software. Obtained and review appropriate correspondence and documents, both paper and electronic that pertain to the account establish payment 5155 W. Tropicana Ave., Las Vegas, NE89103

*********@*****.***

Ph: 702-***-****

Las Vegas, NV

Dec 2012-Apr 2014

Bakersfield, CA

Aug 2012-Dec 2012

schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount.

If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor. Submitted necessary codes to transfer account to legal collections if customer fails to respond

Settlement authority established by the Director of Operations Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility. Telus International

Customer Service Representative

Supported a variety of customer service related functions in a call center environment

Contribute the highest level of customer support when responding to balance inquiries, investigating card declinations, processing card activations, etc.

Act as a team player, interacting with fellow CSR's and contributing to team cohesion.

Supported the Team Leader in all initiatives aimed at driving individual/team performance and attaining individual/team goals. Participated in team evaluations as scheduled by the Team Leader to identify reasons behind actual performances

Monitored one's own performance against established metrics and ensures attainment of these metrics to affect overall account/program success. Solicit feedbacks from fellow CSR's and the Team Leader on how to improve current performance

Maintained ownership and accountability for one's performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seek out increased work activities that intended to hone skills competencies and work behaviors and prepares oneself for high abilities

ACS Boost Mobile

Customer Care Representative

Responded to telephone, written, or Internet-based inquiries of both basic and complex technical nature supporting the company's products and services. Support is primarily related to external clients but may also assist and advise internal clients. Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root cause and recommended corrective action. Some interactions may require deviation from standard screens, scripts, and procedures. Recommends solutions to customer questions which may require follow-up or escalation to a higher level of expertise. Handled situations which required adaptation of response or research according to unique customer situations. I have had the opportunity to orient, train, and support other employees. Maintainted log of problems so recurring problems can be reported to product or service development.

Las Vegas, NV

May 2010-Nov 2010

Los Angeles, CA

Feb 2009-Sep 2009

Los Angeles, CA

Oct 2006-Feb 2009

Riverside, CA

Feb 2003-Jun 2003

Los Angeles, CA

Mar 2003

Los Angeles, CA

Jun 2002

Informed customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays. Clark County Collections

Debt Collector

Notify or locate debtors with delinquent accounts and attempts to secure payments. Compose and arrange payments via telephone and/or postal service. Confer with customers by telephone an attempt to determine reason for overdue payments and negotiate setup payment record information about financial status of customer and status of collections effort. Modab Investment Group

Administrative Assistant/Loan Processor

Assisted borrowers' in Loan Modifications, making sure each borrower account information was enterd into the pipeline accurately and on time. Kept in contact with all borrowers' in regards to their Loan Modification status, from beginning to the end of process. Fax legal documents to multiple banks and maintain accurate borrowers information. Use multiple telephone lines and MS Outlook to maintain constant communiucation with borrowers and underwriters. Global Data Infrastructure

Manager

Worked in an inbound/outbound call center. Managed a team of twenty employees. Assisting with phone activation and account setup for Sprint/Nextel customers and handle billing support. Provide current account and new plan information. Strategized with team of employees on best practices for meeting monthly activation goals and conduct quality calls to ensure all customers are satisfied with employees perfomance.

Subway

Customer Service

Greet all customers as they enter establishment. Prepared customized meals according to customers specifications. Adhered to FDA guidelines and performed janitorial duties as needed to ensure a clean workshop. Education

ICDC

Diploma: Medical Office Management

Alain Leroy Locke High School

High School Diploma: General Studies

Awards

NEW MONEY ACHIEVEMENT AWARD (Collections)

QUALITY CONTROL CERTIFICATE. (Collections)

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