Account Specialist Shift Lead
Resume:
********@*****.***
21001
PACO
CARTER
EDUCATION
EDGEWOOD HIGH SCHOOL
Edgewood, MD
High School Diploma (May 2003)
PROFESSIONAL EXPERIENCE
CUSTOMER ACCOUNT SPECIALIST
Comcast/NBC Universal, 21236, MD / Apr 2010 – Present
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Refer unresolved customer grievances to designated departments for further investigation.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Handle corporate escalations and handle responsibility of the supervisors when able.
SHIFT LEAD
Royal Farms, Joppa, MD / Feb 2009 – Mar 2010
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers.
Assist customers by providing information and resolving their complaints.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Answer customers' questions, and provide information on procedures or policies.
Sell tickets and other items to customers.
Stock shelves, and mark prices on shelves and items.
Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Sort, count, and wrap currency and coins.
Supervise others and provide on-the-job training.
Compute and record totals of transactions.
Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.
Weigh items sold by weight to determine prices.
Keep periodic balance sheets of amounts and numbers of transactions.
Cash checks for customers.
COLLECTIONS MANAGER
Rent A Center, Edgewood, MD / Jun 2005 – Jan 2009
Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
Advise customers of necessary actions and strategies for debt repayment.
Persuade customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return merchandise.
Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
Locate and monitor overdue accounts, using computers and a variety of automated systems.
Answer customer questions regarding problems with their accounts.
Record information about financial status of customers and status of collection efforts.
Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers.
Receive payments and post amounts paid to customer accounts.
Contact insurance companies to check on status of claims payments and write appeal letters for denial on claims.
Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
Negotiate credit extensions when necessary.
REFERENCES
DEONTA JOHNSON, Supervisor, Comcast
443-***-**** - ***************@*****.*******.*** - Manager ROBERT BAEZ, Lead Supervisor, Genesis
443-***-**** - *******@*****.*** - Friend/Co worker CHARLES MASON, I.T. John Hopkins, Rent a Center /Comcast
443-***-**** - *********@***.*** - Co Worker
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