Blair Sillah

** ****** *****

Baltimore, MD *****

Phone: 443-***-****

Email: adxyhe@r.postjobfree.com

Career Objective:

To obtain a position within an organization that will allow me to utilize my proven leadership skills, project management, and strong analytical skills to progress toward a management-level position.

Employment History:

President

Triple M Commercial Cleaning Company, Baltimore, MD January 2018 to Present

Monitor progress towards business goals.

Securing new clients.

Create and modify service contracts and proposals.

Hiring new cleaning professionals.

Reviewing business finances.

Train and develop new employees.

Customer Service Representative

Toyota Financial Services, Baltimore, MD October 2015 – January 2021

Process high volume inbound customer account inquiries and concerns relating to outstanding

account balances, collections, and reconciling delinquent payments.

Build and maintain client bases, keeping current client plans up-to-date and recruiting new clients

on an ongoing basis.

Devise debt liquidation plans that include payoff priorities and timelines.

Analyze account characteristics and work with customers to resolve their issues, persuading them to

bring their account current, and/ or recommending appropriate solutions while providing “best in

class” customer service.

Utilize all collection tools available to maintain delinquencies and losses at or below Customer

Service Center objectives.

Retrieve payment history from available systems and communicate the status to customers.

Consistently abreast of all policies and procedures within the company to ensure compliance.

Trained and developed new hire collection representatives in an effort for successful transformation

to their daily assignments.

Verify Personally identifiable information (PII) to ensure proper verification procedures are demonstrated.

Business Government Accounts Coordinator

Verizon Enterprise Solutions, Hanover, MD January 2015 – October 2015

Supported and managed maintenance responsibilities including General service line maintenance,

re-works, spreadsheets, and large projects for government account customers to ensure accuracy with accounts receivable and payable.

Provided a high level of resolution support to multiple business customer types as measured by

Representative NPS, adapting to their varying needs and requirements.

Provided efficient customer support on large accounts as measured by Adjusted Calls Per

Day (ACPD), with the ability to be proficient in customer-facing systems (ACSS, MTAS, MARS,

One-Tool).

Solution-oriented and proactive, providing first-call resolution eliminating repeat calls, and reducing

Sold the value of Verizon solutions by using strong communication and negotiation skills to improve

the customer experience and increased company revenue as measured by Adjusted Accessory

Revenue per Day (AARPD).

Maintained an in-depth level of knowledge of product offerings, and network capabilities, and possess

the ability to position them as strategic solutions in a business environment.

Applied technical knowledge to resolve customer issues and provide assistance in evolving

technologies through effective Tier 1 and Tier 2 troubleshooting.

Assisted with escalations and large research requests.

Consistently abreast of policies and procedures within the organization to ensure compliance.

Office Manager

Baltimore Discount Bail Bonds, Baltimore, MD February 2014 – January 2015

Responsible for reviewing and processing bail applications for new clients within the Baltimore

City/Baltimore County geographic area.

Reconciled and updated customer database using Bail Books software.

Made collection calls to customers to discuss payment options.

Processed payment arrangements for customer accounts that were past due.

Performed general secretarial duties.

Responded to high-volume incoming customer service calls relating to new/existing bail

application status.

Customer Service Representative

Comcast Cable, White Marsh, MD January 2012 – August 2013

Responsible for responding to a high volume of customer service calls to provide first-call

resolution to prospective and current consumers.

Studied organization policies to assure customers were accurately advised regarding service options.

Met and/or exceeded sales quotas in accountability-based culture, resulting in employee incentives.

Used account retention techniques when speaking with a customer interested in canceling their cable

service.

Maximized customer experience by processing customer transactions with high

accuracy.

Trained and developed new-hire customer service representatives to assist them with

A successful transition to their full-time units.

Consistently abreast of the policies and procedures within the organization to be

consistently in compliance.

Education

Ashford University – Double Major – (121 Credits) 2018 to Present

Major: Business Administration

Health and Human Services

Baltimore Community College 2006 – 2008

Major: English

Essex, MD

CMS.gov – Centers for Medicare & Medicaid Services 2012

CMS Form 1500 Certified

HIPPA (Health Insurance Portability and Accountability Act)

Automatic enrollment in Medicare: Part A & Part B

Still Working & Turning 65: Part A and/or Part B

Still Working & Turning 65: Part D & Medicare Advantage

Immigrants and Medicare

Medicare enrollment: U. S. citizens living abroad

Medicare & Tax-Favored Health Programs (Mini-Course & Podcasts)

Medicare enrollment: People with disabilities

Medicare Advantage (Mini-Course & Podcasts)

NTP Medicare Update and Education Webinar

Computer Software

Microsoft Office – Word, Excel, PowerPoint

Reference Available Upon Request

Contact this candidate