PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

MARY MITCHELL

adn3va@r.postjobfree.com

Philadelphia, PA -I have been in the Collections field for 15years. I have adhered to the F D C P A, Federal Trade Commission,also the Attorney Generals Office. In my Experience I have been able to Educate the consumer as well as Businesses on how to get their Debts Resolved. Have to Adhere to All Laws concerning the States as well as the Government . I have knowledge in Microsoft Word, Excel: Wordperfect. Also the Knova and Avya Systems. Customer-oriented Benefits Specialist successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. Skilled in call center operations

Customer interface expertise

Multi-line phone operation proficiency

Adheres to customer service procedures

Strong problem solving aptitude

Completed telephone training seminar

Avaya Software knowledge

Call center metrics decoding aptitude

Exceptional workflow management

Committed to maintaining data integrity

Persuasive speaker

Customer service award

Familiarity with Key Performance Indicators (KPIs) Operational knowledge of SSA Global

Extensive history with predictive dialers

09/2013 to

11/2013

Benefits Specialist

Xerox – Cherry Hill, NJ

I was Trained in the field of Health & Welfare, able to do research thru the Knova system to get answers on Medical questions,able to explain the difference between and FSA & an HSA I & II. Ability to explain the Healthcare Reform or Market Place Put in place by the President of the United States. Individual Retirement Plans, family and individual benefits. Benificiary Coverage. Talk to Employees and Retirees covered under Raytheon. Information, Dedication & Professionalism.

Ability to answer the five w's and one h.

Who, What, When, Where,Why and How.

Explain Core, Medical,Medicare Part AB&D and also what was covered in the Sink whole. Dental and Prescription Coverage.

Learned Health & Welfare Terminology, also, how to manuver thru the Knova system, BA& 7 Access,Clarify Plan Design.

01/2012 to

03/2013

Collections Representative

PHILLIPS & COHEN ASSOCIATES – NJ

Did collections for US bank and Citi Bank called Businesses and Consumers to collect on past and present. outstanding debts always used the mini miranda and call monitoring disclosure was collector of the the month.

in November of 2012 and January of 2013, Made budget for 6 of the 13 months I was there. 10/2007 to

01/2012

Collections Representative

MRS BPO,LLC – Cherry Hill, NJ

WAS COLLECTOR FOR CHASE BANK CALLED CONSUMERS AND BUSINESSES TO COLLECT. ON OUSTANDING DEBTS.

ACCURATELY ASSISTED CONSUMERS AND BUSINESS OWNERS IN. ESTABLISHING PAYMENT ARRANGEMENTS.CONSISTENTLY MET AND EXCEEDED DEPARTMENTAL.

GOALS.

02/2006 to Collections Representative I

EDUCATION

CERTIFICATIONS

SKILLS

10/2006 FBCS – Philadelphia, PA

Responsible for collecting and handling payments of various types of accounts. Advised customers in.

establishing payments.

Conducted investigated research.

08/2002 to

02/2006

COLLECTIONS SPECIALIST

NCO FINANCIAL – Philadelphia, PA

Responsible for collecting debts for various clients. Accurately assisted consumers in establishing payments. and making arrangements to payoff debts.consistently met and exceeded departmental goals. 04/1998 to

01/2002

Quality Assurance Monitor

Harte Hanks – Langhorne, PA

Monitored audio tapes completed by telephone service representatives. Responsible for sales associates.

accurately responding to customer calls.

1 1984 Certificate in Computer Communications: Buisness Administration American Business Institute - PA

Business Administration

Top 10% of class

Emphasis in English & Shorthand

1 1975

Overbrook High School - Philadelphia, PA

Pennsylvania Insurance Department

Pre-Licensing Education

Course Completion Certificate

ACCIDENT & HEALTH INSURANCE

audio, BA, benefits, budget, Clarify, clients, FSA, Market, Access, research, sales, telephone

Contact this candidate