Customer Care Specialist

JASMINE L. BROWN

**** ********* ******* ****** ******, GA 30097

Phone: 470-***-****

***************@*****.***

Focused motivator seeking an opportunity to apply leadership and management skills to increase productivity through team member cooperation.

EXPERIENCE

MARCH 2022-CURRENT

ACCOUNT SERVICES SUPERVISOR-COLLECTIONS, USAUTO FINANCE

Provides daily coaching and on-going training to ensure staff meets performance expectations.

Drives collections production results and adheres to compliance measures.

Manages collections work queues and service levels to ensure completion of daily tasks.

Oversees critical collections procedures and administrative processes including daily metrics and outbound dialer campaigns.

Supports and communicates business goals, quality standards, procedures and policies.

Administers motivational programs that include incentives, contests, and team performance programs.

Consults with management and Human Resource issues, such as attendance and interpersonal conflicts in the workplace.

Conducts interviews and consults with management and Human Resources on hiring decisions.

Oversees logistics of new hire onboarding, training and ongoing development for customer service representatives.

Perform other duties as assigned.

Achieved an average performance goal of 108.36%

JULY 2019-MARCH 2022

ACCOUNT MANAGER/COLLECTIONS REPRESENTATIVE, USAUTO FINANCE

Initiate calls with delinquent customers by phone to collect payments and settle accounts

Handle inbound/outbound calls

Process and review account adjustments

Perform skip traces using TLO database

Provide customer service regarding collection issues

Maintain and monitor assigned accounts

Meet defined department goals and activity metrics

Resolve customer discrepancies and short payments

OCTOBER 2018-JULY 2019

CUSTOMER CARE TEAM LEAD, ASSURANT

Lead, organize, motivate and coordinate the day to day workflow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLAs are met.

Communicate with the command center

Monitor call queue

Provide feedback on associate’s performance

Update weekly team scores on shared drive

Create training material

Service highly escalated calls

Lead a team of 20 customer care specialists

Attend monthly client call calibrations

Maintained exceeding quality scores for overall team average

Audit, coach, and train customer care specialists

JULY 2018- OCTOBER 2018

SR. CUSTOMER CARE SPECIALIST, ASSURANT

Handle in-bound calls from our customers by researching and resolving loan-level inquiries in hazard insurance, mortgage banking and property loss.

Service high maintenance calls

Maintain exceeding scores for individual average

Assist with training of newly developed team members

Act as a mentor to developing team members

Monitor, record, and submit daily distribution spreadsheet

Created and/or planned team engagement activities

Navigate thoroughly through between different software to appropriately record telephone encounters and better assist customers

MAY 2016- JULY 2018

CUSTOMER CARE SPECIALIST, ASSURANT

Handle in-bound calls from our customers by researching and resolving loan-level inquiries in hazard insurance, mortgage banking and property loss.

Use expertise to proactively to assist customers avoid future challenges or concerns

Act as a mentor to developing team members

Exceed company monthly KPIs

Navigate thoroughly through between different software to appropriately record telephone encounters and better assist customers

JUNE 2012-FEBRUARY 2014

ADMINISTRATIVE ASSISTANT, MARY J ROBERTS FOUNDATION

Supports managers and employees through a variety of tasks related to organization and communication. Responsible for confidential and time sensitive material.

Performed various clerical duties such as photo copying, faxing, mailing and organizing filing system

Sorted and distributed incoming communications such as faxes, emails, and letters

Created spreadsheets and presentations for members of leadership

Answered phones and transferred calls to appropriate staff members

Filed and recorded company documentation, electronic files, inventories, and reports

EDUCATION

APRIL 2014

ASSOCIATE OF SCIENCE: BUSINESS ADMINSTRATION, Gwinnett college

It’s okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too.

SKILLS

Ability to lead a team of 20

Project Management

Utilize computer application pertinent to daily job functioning

Ability to provide effective training

Expertise in providing and receiving coaching and feedback

MS Proficient

ACTIVITIES

Junior Achievement

American Cancer Society

Sickle Cell Disease Association of America

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