Support Representative Customer Service
Resume:
MONIQUE WHITLEY
Virginia Beach, VA 23452
Email: ************@*****.***
Phone: 757-***-****
SKILLS TECHNOLOGY
Typing,
Microsoft Word,
Microsoft Outlook,
Data Entry,
Troubleshoot computer and basic Ne tworking issues,
resolve technical hardware and software issues,
Identify causes of network problems,
Installation and configuration of windows operating systems XP, Vista and windows 7,
Installation of software,
SKILLS CUSTOMER SERVICE
Customer Service Skills
First Call Resolution
handling inbound and outbound calls
Researching and resolving customer inquiries in a timely manner
Providing telephone support to website users.
Strong attention to detail
Use of Remedy ticketing,
Use of SharePoint
Excellent interpersonal skills including ability to handle difficult situations and people
Strong organizational skills including ability to follow up with customers on a timely basis.
Typing
Microsoft Word, Excel and Outlook
WORK EXPERIENCE
PRA Group
120 Corporate Blvd, Norfolk, VA 23502
Supervisor-Robert Bingham
800-***-**** ex.11915
$13.00 hrly- start salary
$17.15 hrly- ending salary
11/16/2016 to 05/13/2022
Reason for leave-terminated
Account Executive Representative
Comply with all aspects of the Fair Collection Practices Act (FDCPA), company policies and procedures.
Contact customers through dialer or click to dial phone system. Confer 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).
Request 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.
Record information about financial status of customer and status of collection efforts using automated collections software.
Establish payment schedule and grant extensions of payment deadline. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor.
Stewart Title Services 800-***-****
Contract-Client-Bank of America), 1989 Post Oak Road Suite 910 Houston, TX 77056
$13.00 end salary $16.48
04/19/2014 – 04/01/2016
Supervisor- Jenine Morris
Reason leave -Department shutdown
Retention Specialist
Make and receive calls to and from borrowers, borrowers requesting loss mitigation assistance, and borrowers in the process of foreclosure.
Determine reasons for non-payment Negotiate payment arrangements and offer suggestions to borrowers on how to meet their monthly obligations and advise them as to the possible consequence of not meeting obligations. Obtain borrower’s monthly financial status and monthly income expenses through asking borrower a set of questions regarding their reason for non-payment.
If loan the qualifies for a
repayment plan, calculate and discuss repayment plans terms with borrower Explain loss mitigation options in detail and loss mitigation application process. Transfer calls to appropriate departments for further assistance. Follow Fannie Mae and Freddie Mac guidelines. Follow Bankruptcy, FHA guidelines
Open Systems Technologies, INC. (Client-Bank of America) - 212-***-****-Contract .
462 Seventh Ave 15th Fl New York, NY 10018
Salary $13.00 hrly ending Salary $14.00
07/29/2013 - 04/18/2014
Reason leave-Job out sourced to another company
Roderick Banks-Supervisor
Collections Specialist
Make and receive calls to/from delinquent borrowers, borrowers requesting loss mitigation assistance, and borrowers in the process of foreclosure.
Determine reasons for non-payment, negotiate payment arrangements and offer suggestions to borrowers on how to meet their monthly obligations and advise them as to the possible consequence of not meeting obligations. Obtain borrower’s monthly financial status and monthly income and expenses by asking borrower a set of questions regarding their reason for non-payment.
If loan the qualifies for a
repayment plan, calculate and discuss repayment plans terms with borrower(s)
Explain loss mitigation options in detail and loss mitigation application process. Transfer calls to appropriate departments for further assistance. Follow Fannie Mae and Freddie Mac guidelines. Follow Bankruptcy, FHA guidelines.
Pionear (Contract)
212 South Tryon St. Suite 980,
Charlotte NC 28281
12/30/2010 - 11/30/2012
(Client-Bank of America)
Salary-$13.00
Mark Hatcher-Supervisor
Technical Support Representative
Grant certificates that have expired were corrupt or are a new user
Assist with installation of certificate for Windows 7, XP, Vista and Windows 8
Troubleshoot computer and basic network issues
Unlock and reset passwords
Amerigroup Corporation - 1300 Amerigroup Way, Virginia Beach VA 23462
Salary-$13.50 end $14.19
Vanessa Akinyanju-Supervisor
04/21/2008 - 11/09/2010
Reason leave-
Found better opportunity
Customer Service Representative
Responds to incoming calls and may initiate outgoing calls, providing customer service to plan members, providers and employer groups by answering benefit questions, resolving issues and educating callers.
Verify enrollment status, make changes to records, research and resolve enrollment system rejections; address a variety of enrollment questions or concerns received by phone or mail.
Ensures accuracy and timeliness of the membership and billing function. Responds to inquiries concerning enrollment processes.
Maintains enrollment database.
Orders Identification Cards.
Checked Authorizations Codes given,
Perscription refills
Coleman and Associates - 5301 Robin Hood Rd. Norfolk VA 23502
10/09/2006 02/21/2008
Salary $12.50
Collection Specialist
Restored service to accounts that were suspended due to non-payment
Reset passwords, processed payments. Scheduled payment arrangements.
EDUCATION
Fortis College
11/19/2012 -06/20/2013
Received Diploma
Microsoft Information Technology
N
04/01/2016-09/01/2016
OppInc.
861 Glenrock Road Suite 100
Norfolk, Va 23502
Class: resume updates, job interviewing techniques, job searches
Infotec
09/12/2016-10/07/2016
Comptia A+, Security+, Network+
But not certified
Betty Owen
9/1991- 06/1993
Administrative assistant
William Allen High
GED-1989
Contact this candidate