Entry Representative Center

Donna Steele-Rodgers

Fuqua-Varina, NC 919-***-**** ***********@*****.*** LinkedIn.com/in/

Collections & Customer Service Professional

Professional Qualifications Summary

Energetic and detailed administrative professional with 20+ years of experience providing exemplary customer service and data entry. Demonstrated ability to use interpersonal communication skills to counsel and collect on behalf of the company and/or client. Talent for quickly handling complex administrative and operational issues in high-stress environments. Innovative problem-solver with experience leading and inspiring others.

Core Strengths & Areas of Interest

Detail-Oriented Accuracy Strong Communications PC Skills

Privacy & Confidentiality Tact & Diplomacy Customer Service

Analytical Conflict Resolution Self Motivated Problem Solving

Technology Skills: Windows, Data Entry, Microsoft Office, Excel

Work Experience

College Foundation, Inc. Raleigh, NC 2004 - 2023

Collections Call Center Representative

Scope: Support CFI customers by utilizing tools provided to deliver superior service and assistance.

Provided routine servicing to borrowers as assigned by CFI management staff, including:

The collection of past due payments, by incoming calls and outgoing calls are made using the auto-dialing system or dialed manually.

Answered questions related to appropriate loan program and performed related follow up activities to ensure good customer service.

Performed assigned skip trace activities to locate the borrower, including using tools in a secure and appropriate manner.

Processed returned mail in a manner that meets federal requirements.

Completed all reports in a timely manner.

Handled incoming or outgoing phone calls to EX$EL students.

Identified problem accounts and referred to appropriate department.

Identified appropriate use of federally mandated borrower options, including deferment, alternative repayment options and forbearance.

Identified potential and/or denied claims.

Assisted management as needed and performed other duties as assigned.

Comfort Inn Hotels, Apex, NC 2003 - 2004

Front Desk Manager

Scope: Supervise front desk staff of4 to 5 employees. Responsible for daily work schedules and monthly meeting agendas.

Coordinated all training for incoming front desk employees. Handled monitoring and feedback during training period.

Coordinated and organized front desk positions plus interviewed and assisted general manager on hiring.

Handled managerial administrative duties including A/P, A/R, Performance Monitoring, and Researching Occupancy Rates of Local Hotels)

Donna Steele-Rodgers Page 2

Early Career Work Experience

Alltel, Cary, NC

Call Center Representative

System & Methods Inc. Raleigh, NC

Data Entry Representative

Comfort Inn Hotels, Apex, NC

Front Desk Representative

EDS, Morrisville, NC

Customer Service/Data Entry Representative

Education

Apex High School, Apex, NC

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