Call Center Fema Disaster
Resume:
BROCK E. SAWYER
Arlington, Texas 76011
PROFESSIONAL SUMMARY
Collections Agent
Auto / Property Desk Adjuster
Customer Relations (call center environment)
Microsoft Office –Word, Outlook, and Excel
PROFESSIONAL EXPERIENCES
Mercedes-Benz Financial Services (Dallas, TX) March 2021 – present
Collections Agent
Collect and offer payments solutions on past due accounts in an effort to reduce losses. Work assigned accounts from 60 to 120 days past due, while handling inbound and outbound call volume servicing Car accounts. Consultant customers to discuss and make arrangements for qualifying customers when needed.
FEMA (various states)
Field Reservist February 2019 - active
Call upon those needing FEMA Disaster assistance. Reviewed grants to help pay for temporary housing, emergency home repairs for the primary residence, uninsured and underinsured personal property losses and other expenses caused by the disaster. Pay out awards in the form of rent, home repair or replacement, transportation and some personal property.
Pinnacle Group Roofing Consulting (Bedford, TX) March 2015 – December 2018
File Reviewer / Examiner
(Residential) Proficient in scoping roof estimates; catastrophe and daily claims. Ability to scope and review using Xactimate 28 estimating tool. Usage of photographs, scope notes and measurements to assist in the decision making process. Ability to work with contractors, restoration companies and public adjusters.
Full Service Auto Glass (Fort Worth, TX) August 2013- February 2015
Customer Service Rep I/Floor Lead
Task included setting appointments to fix or repair auto windshields, contacting insurance companies to negotiate rates. Duties also included discussing prices for windshields, payments types and resolving escalated calls.
AT & T MOBILITY (Farmers Branch, TX) September 2008 - April 2013
Customer Service Rep I/ Collection's Rep I
Managed quality communication, customer support and product representation for each client. Worked under strict deadlines and responded to service requests and emergency call-outs. Responsible for performing technical trouble shooting via cell phone, solving customer issues by following step-by-step protocols to determine calling problems, and adhering to a one-call resolution. Received inbound calls in heavy call center environment, including escalated calls, as well as work on a compile list for outbound calls to customers. Set up new accounts, providing accurate calling plans, accessories, and coverage. Assisted customers with payment arrangements, resolving balances, payment issues, and concerns regarding past due balances.
USA MOBILITY (Dallas, TX)
I R M Specialist/Tech August 2004- August 2008
Processed on average 30 inbound and outbound technical support calls daily. Provided thorough support and problem resolution for customers. Performed technical trouble shooting for connectivity issues on devices such as two-way paging, phone, and emails. Answered inbound calls in a heavy call center environment, including escalated calls. Set up new accounts, payment arrangements, and tracked orders, as well as assisted with moderate collection of past due accounts
EDUCATION
GRAYSON COLLEGE Sherman, TX
Coursework in Marketing, Business Management and Communications - 1995 (non- degree)
CERTIFICATIONS / ORGANIZATIONS
All Lines Adjuster License (TX)
Volunteer: Little League Coach
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