Customer Service Representative

Carla Dixon

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Carla Dixon Simpsonville, SC • 864-***-****

adzfcc@r.postjobfree.com

QUALIFICATIONS SUMMARY

Customer Service

Call Center Experience

Request Response

Negotiation Skills

Solution Focused

Financial Knowledge

Fair Credit Reporting Act (FCRA)

Dodd-Frank Act

Skip Tracing

Fair Debt Collection Practices Act (FDCPA)

Team Leadership

Motivational Skills

Training of Employees

Management Skills

Talent Development

PROFESSIONAL EXPERIENCE

United Community Bank, Greenville, SC 2014 – 2020

Credit Bureau Dispute Specialist/Loan Servicing Specialist II Analyzed sensitive consumer information from credit bureau data and customer accounts, research, and respond to credit disputes abiding by all federal regulations and credit industry standards. Corrected inaccurate account information with Credit Reporting Agencies as well as internal systems. Prepared, delivered, and completed loan fulfillment packages in compliance with bank, regulatory, and investor guidelines.

Maintained compliance with all state, federal, and internal regulatory guidelines for the handling of sensitive consumer information.

Evaluated and adjusted processes to improve overall efficiency of policies and procedures to ensure delivery of excellent customer service to consumers. Windstream Communications, Greenville, SC 2012 – 2014 Customer Service Representative

Fielded all inbound and outbound customer calls in busy call center environment. Attended to all customer inquiries, resolved billing concerns and questions, and provided education on products and services. Issued outage notifications to appropriate department and created and tracked incident tickets and assignments.

Exceeded all performance goals, consistently receiving top marks on feedback for customer service and professionalism in handling calls and addressing clients’ needs.

Regularly upsold customers to new, better, or additional products and services based on individual needs, increasing overall company revenue.

Gannett Company/Greenville News, Greenville, SC 2011 – 2012 Customer Service Representative/Sales Representative Managed all incoming calls from customers and sales-facing contacts with goal of resolving customer and sales matters with one contact. Validated and processed requests or service changes, billing inquiries, payment issues, credit requests, and general inquiries. Submitted potential churning accounts for sales review/save opportunities. Forwarded potential leads to Inside Sales Support and Sales to retain customers. Safeguarded customer data by observing all information security policies and confidentiality guidelines.

Achieved all sales quotas and department productivity goals, consistently surpassing most.

Solicited donations for charities with both inbound and outbound calls. Carla Dixon

2

Branch Banking and Trust, Greenville, SC 2010 – 2011 Foreclosure Processor

Oversee the management of foreclosure cases for the bank. Offered alternatives to foreclosure package to borrowers. Executed affidavits and assignments and determinations to reserve or waive deficiency judgements. Prepared transition of files to the real estate department and issued bid amount for foreclosure auctions scheduled. Initiated insurance claims when notified of property damage. The Law Offices of Ed Overcash, Greenville, SC 2008 – 2010 Collections and Credit Account Representative

Navigated debt collection cases, obtaining full and complete information on accounts prior to determining disposition. Negotiated resolutions with debtors, identifying settlements and payment plans. Increased frequency of contact with borrower based on days since last payment. Overcame customer objections and tactics to avoid responsible debt by utilizing recovery skills.

ADDITIONAL EXPERIENCE

Bankruptcy Research Specialist/Quality Control Auditor, Resurgent Capital, Greenville, SC Team Leader/Recovery Specialist, Resurgent Capital, Greenville, SC Customer Service Representative, Access One/Talk.com, Greenville, SC Internet Customer Service Representative, Qwest Communications, Greenville, SC EDUCATION

Certificate in Medical Claims and Billing

U.S. Career Institute • Online

Certificate of Completion

Glencoe Clerical School • Glencoe, Alabama

Received Certificate of Achievement Award and Certificate of Accomplishment Award

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