Control Specialist Customer Service
Resume:
Robb Burnette
Acworth, GA ****1
**.**********@*****.***
CUSTOMER SERVICE PROFESSIONAL
AREA OF EXPERTISE:
Over 10 years of Auditing, Quality Control, and Training and Developmental coaching.
Over 20 years of professional experience in Customer Service and Collections, including over 13 years for the U.S. Department of Education contract.
Specialize in handling escalated consumer situations in order to provide superior customer service and compliance protocols.
EXPERIENCE:
Immediate Credit Recovery Inc. Kennesaw, GA
Administrative Wage Garnishment Unit Manager 2018 to 2020
Trained, Coached and Developed trainees and agents on administrative wage garnishment preparation, compliance, stoppage, and entitlement procedures.
Maintained the highest level of team performance, diligence and quality by auditing agent team calls and submitting weekly and monthly performance and compliance analytics.
Handling escalated customer calls, inquires and disputes in order to provide excellent customer Service and resolution in the process of wage garnishment.
Skip Traced and verified employment, submitted defaulted student loan accounts for Administrative Wage Garnishment.
Quality Control Specialist and Administrative Wage Garnishment Agent 2013 to 2018
Audited and Monitored consumer calls for Compliance and Training purposes, as well as preparing feedback for management to administer corresponding performance reviews.
Distributed correspondence, prepared accounts for Administrative Wage Garnishment, as well as auditing garnishment reports.
Infinity Group Receivables LLC Duluth, GA
Trainer and Project Supervisor 2010 to 2012
Project Supervisor for the Omni Bankcard and Retail Project, responsible for auditing, training, and collection on past-due accounts.
Onboarded and mentored floor associates for Customer Service and Collections to support incoming new clients.
Provided quality control and collections support on commercial, medical, utility, and variety of service clients.
EDUCATION:
Cincinnati State College – Majored in Managerial Accounting
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