Gregory N Douglas

Charlotte, NC *****

704-***-****

Objective:

Outgoing Client Care Specialist with 23 years of customer service and leadership experience. Seeking to leverage my experience and professional expertise to help grow your company.

Experience:

Vanguard via Randstad Staffing, Charlotte, NC

April 2021 – Present

Change of Ownership Associate

• Processed transferring assets for clients due to death of a loved one.

aided with transfer of assets Due to Divorce. Assisted Clients with creating

Trust, Estate, Retirement and Non Retirement Accounts. Made sure that

the client’s needs were met in some life changing situation and added

comfort to clients in an uncomfortable time in their lives.

Foundational Services

• Assist clients with online access, Beneficiary updates. Assisted with adding

bank accounts to clients profile, helped with adding authorized agents and

provided documentation needed and any other account maintenance

needed.

The Lash Group via TalentBridge Temporary Agency, Charlotte, NC

October 2019-September 2020

Copay Reimbursement Specialist

• Processed reimbursement checks to Providers that paid for medications in

Advance from pharmaceutical company to be reimbursed from pharmaceutical

Company amount covered by Insurance benefits

Benefit Verification Specialist

• Verified benefits through health providers to gain assistance with the high price

Medications

G Quence Properties LLC. Charlotte, NC. Real Estate Wholesaler

August 2018- October 2019

• Placed distressed Homeowners with Local Property Buyers to create a win-win

Situation for both parties

Spectrum, Charlotte, NC Lead in Escalations

May 2013- August 2018

• Started as Customer Care Representative, meeting quota in sales, billing,

troubleshooting internet, cable and home phone services, while providing a

satisfactory customer experience

• Dispatch Chat Support Representative: lessening truck rolls by providing

additional troubleshooting steps to front line representatives

• Mentored new hires

• Taking formal escalations in billing

• Serving as Point of Contact in Escalations

• Provided assistance via chat for frontline representatives

Windstream Communications, Charlotte, NC Retention Specialist

March 2011-January 2013

• Handled calls from clients wishing to switch service

• Used consulting skills in order to retain client by presenting knowledge of

products and services

• Pointing out new value resulting in upsell opportunities

• Ensure guaranteed customer satisfaction

Wells Fargo, Fort Mill, SC Loan Adjuster Specialist (Loss Mitigation)

April 2006-March 2011

• Responsible for reviewing and adjusting collection portfolios to reduce

delinquent loans within framework of company and investor guidelines

• Analyzing credit information

• Assist in handling workout and restructuring of problem loans

• Spreading financial statements and monitoring adherence to terms of agreement

• Reviewing proof of income, hardship letters, and financial worksheets

Wells Fargo, Fort Mill, SC Loan Servicing Specialist (Loss Mitigation)

• Reviewed loan disbursement requests and process loan disbursements

• Negotiated loan disbursements

• Provided communications between the mortgagor and the loan adjuster

specialists

• Provided all required documentation requested for negotiator to the mortgagor

Wells Fargo Home Mortgage, Fort Mill, SC Customer Service Team Lead

• Educated consumer on how Escrow Analysis effected monthly payments

• Explained how taxes and insurance were calculated in the analysis

• Generated payoff requests for customers to pay off loans

• Faxed escalated payoffs, loan histories, year-end statements

Education

Coker College - Hartsville, SC Studied Communications 1983-1986

South Carolina State University - Orangeburg, SC Studied Civil Engineering 1981-1982

Achievements

• National Honor Roll 1980-1981

• Outstanding Achievement in High School Basketball (Bennettsville High)

• 3 Whole 9 Yard Awards, WZFX-FM Radio 1987

• Best Shot and Perfect Quality Monitor Awards with Wells Fargo

• 6 months in a row Top Performers Award, with an overall total of 12 Top

Performers Awards

References

Available upon requests

Contact this candidate