Support Representative Resolution Specialist
Resume:
Christine Hernandez
**************@*****.***
Objective: Seeking a position that will allow me to utilize my knowledge and expertise to its full potential, while allowing room for growth within the establishment.
Education: Mundelein High School (2003-2007)
Skills: Achievement in Computer Applications including Microsoft applications Word, Excel, Outlook, and PowerPoint. Extensive interpersonal skills, detail oriented and driven. Works efficiently using multiple different systems of records at a time. Center For Business Solutions Certified: February 15, 2019
Work History
VW Credit Inc Libertyville, IL October 2018 - Present
Collections Team Lead (May 2020- Current)
●Weekly reports- Dual Assignment Repossession Report, Repossession on Hold Report, Daily Worklist & Attorney Representation Verification
●Monitor team performance by overseeing day to day production and operations.
●Provide Coaching Opportunities with clear end goals
●Team building activities
●Six hours of inbounds assisting analysts inquiries or to handle escalated calls. Two hours of support time which I am able to complete reports or other tasks
●Approve repossessions, charge- offs and replevin assignments
●Lead Mailbox inquiries
Queue Collection Analyst- I started at VCI as a contract employee in October 2018 as an Early Stage Analyst
●Resolve delinquent accounts 30+ days past due. Inbound calls 100/day
●Schedule and verify authorized payments
●Work through calls with problem solving methods to help keep customer in the car
●Worklist of accounts delinquency of 51+ days past due
●Skip tracing – to be able to find location information on our customer or our vehicle
●DRN Pilot- License plate recognition program that allows us to determine the exact location of vehicle associated with certain times and dates. Compare these addresses with what we have for customer
Paylocity Arlington Heights, IL April 2018- October 2018
National Sales Support Representative
●Product knowledge of cloud based Human Capital Management and Payroll software
●Microsoft Dynamics CRM proficiency
●150 + calls per day to Schedule appointments for outside sales using Outlook
●Appointment qualifying through CRM, create lead sheets for each appointment
●Follow up/ call back prospective clients
Financial Management Systems Buffalo Grove, IL March 2015- March 2017
Default Resolution Specialist
●Worked on behalf of the Department of Education for a PCA helping to set people up
on voluntary payment arrangements for defaulted student loans
●Made 100-200 calls to result in a set up and follow up calls
●Verifying payment information once set up into voluntary option
●Reaching goals and earning a bonus check every month by meeting all KPI’s
●Helped others reach goals by doing second talk offs when students were not willing
QCSS Inc Deer Park, IL March 2013- March 2015
Tele-sales Representative- Client Service Liaison
●Telemarketing, Tele-surveys, Database Cleanup, Outbound/ Inbound Customer Service
●200-250 Calls daily in specific campaigns Appointment setting and lead generation
●Human Resource Campaign: Determine requirements by working with customers. Sell
additional services by recognizing opportunities to upsell accounts by explaining new
features. Building relationships with current clients and maintaining a professional
attitude
●Misumi Campaign: Contact C Level Executives as well as Design Engineers to conduct
sales webinars for mechanical components for machine & assembly automation. Utilize
Join.me platform to conduct webinars
●Register contact to have an outside sales representative perform a follow up visit
●Promoted to Client Service Liaison- Interacting with clients, building new campaigns.
●Helping agents through struggles on any given calling effort. Acquiring new business for
future tele-sales efforts.
References
Further information available upon request
Contact this candidate