Customer Service Set Up
Resume:
G
Darryl
Garrett
ady74i@r.postjobfree.com
Fort Worth, TX 76112
SUMMARY
Accomplished in achieving accuracy, productivity and quality standards on a consistent basis. Well-versed in account monitoring, investigations and documentation. Collaborative and organized team player familiar with successful account resolution strategies. Dedicated Account Resolution Specialist adept at working in fast-paced environments. Knowledgeable about research strategies, claims handling and payment plans. Desiring to bring 17 years' experience in Customer Service to a dynamic new position. SKILLS
Documentation Abilities
Claim Handling
Integrity Reviews
Claims Processing
Information Coordination
Business Correspondence
Documentation Skills
Information Gathering
Research Abilities
Inbound Call Management
Billing Practices
Customer Research
Team Oversight
Call Center Background
Bookkeeping
Process Optimization/Improvements
Performance Improvements
Business Correspondence Writing
Insurance Policies
System Maintenance
Cash Flow and Financial Analysis
Following Conversation Scripts
Performance Improvement Techniques
Account Reconciliation
Relationship Building
Trend Identification and Forecasting
Collections
Account Review
Credit and Collections
Short Sales/Note Sales
Records Maintenance
Payment Posting
Risk Management
New Hire Training
Team-Oriented
Outbound Calling
Persuasion Strategies
Payment Acceptance
EXPERIENCE
Account Resolution Specialist
Farmers Branch, TX
Homepoint Financial / Aug 2022 to Aug 2023
Evaluated each customer's situation with fresh eye in order to develop most effective solution.
Set up plans to handle payments, payment plans and defaults on balances. Completed documentation for actions and customer interactions. Reviewed accounts with aging balances and contacted customers to review options. Informed customers about issue resolution processes and progress and negotiated resolution of disputes.
Negotiated dispute resolution and communicated resolution status to customers. Escalations Resolution Account Specialist
Farmers Branch, TX
Homepoint Finacial / Apr 2018 to Aug 2022
Evaluated each customer's situation with fresh eye in order to develop most effective solution.
Set up plans to handle payments, payment plans and defaults on balances. Completed documentation for actions and customer interactions. Reviewed accounts with aging balances and contacted customers to review options. Informed customers about issue resolution processes and progress and negotiated resolution of disputes.
Performed full research to check claims and possible solutions to individual issues. Negotiated dispute resolution and communicated resolution status to customers. Met demands of busy collections group by performing high volume of daily calls. Developed collection methods to achieve or exceed company financial goals. Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
Reviewed accounts to determine payment plan compliance. Negotiated rates with customers and entered payments into accounting system. Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Recorded and updated customer personal accounts with accurate contact information. Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Received payment and posted to appropriate customer accounts. Arranged for debt repayment and established repayment schedule based on customer finances.
Processed payments over phone and set up recurring drafts. Recorded information about customers' financial status and collections status efforts. Completed skip traces on customers failing respond to collection efforts. Located and monitored overdue accounts using billing system to begin collections process.
Prepared documentation required for collection and repossession activities. Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
Customer Service Representative
Farmers Branch, TX
Homepoint Finacial/ Feb 2018 to Apr 2018
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service. Demonstrated excellent communication skills in resolving product and consumer complaints.
Developed strong customer relationships to encourage repeat business. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Upheld quality control policies and procedures to increase customer satisfaction. Fielded customer complaints and queries, fast-tracking for problem resolution. Used proven techniques to de-escalate angry customers during telephone interactions. Made outbound calls to obtain account information. Improved customer service wait times to mitigate complaints. Exceptional Escrow Knowledge
SPOC (Collections)
Irving, TX
Ditech Financial/ Apr 2017 to Nov 2017
Evaluated each customer's situation with fresh eye in order to develop most effective solution.
Set up plans to handle payments, payment plans and defaults on balances. Reviewed accounts with aging balances and contacted customers to review options. Informed customers about issue resolution processes and progress and negotiated resolution of disputes.
Counsel delinquent customers through phone contact to pay accordingly to terms of their contract while using and implementing professionalism, and maintaining excellent customer service.
Responsible for meeting established performance standards (Roll Backs, Repayment terms, Reinstatements, Re-engagement of customers into Loss Mitigation) by collecting delinquent payments and evaluating potential work out options with customers over the phone.
Skip tracing resources
Manager/Assistant Store Manager
Irving, TX
Walgreens/ May 2005 to Mar 2017
Handled complaints from customers by empathetically listening, recording details and offering solutions.
Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
Supervised cashiers in processing credit, debit and cash payments to streamline sales. Handled scheduling for store shifts to achieve adequate staffing. Answered customer questions and addressed problems and complaints in person and via phone.
Maintained inventory by checking merchandise to determine levels. Delegated assignments based on team strengths to optimize floor coverage and service levels.
Coached and developed store associates through formal and informal interactions. Oversaw aspects of maintenance, inventory and daily activity management. Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Oversaw coaching and guidance of store employees to foster advancement in work operations.
Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
Reviewed inventory and sales records to prepare reports for management and budget departments.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
EDUCATION AND TRAINING
Bachelor of Science: Business Administration And Management Jarvis Christian College May 2005
Hawkins, TX
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