Customer Service Entry Level

M MICHALE RUSSELL

515-***-**** **************@*****.*** Altoona, IA 50009

SKILLS

• Administering Payroll

• Phone Screens

Multitasking and Time

Management

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Issue Response and

Resolution

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• Google Chrome

Confidentiality

Understanding

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• Call Forwarding

Multi-Line Phone

Systems

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• Email Correspondence

• Microsoft Office

• Keyboarding Skills

Verbal and Written

Communication

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• Time Management

• Set Appointments

Customer Relations and

Communications

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• Google Docs

PROFESSIONAL SUMMARY

Michale holds 20 years of experience including, as a Customer Service, as a Fraud Specialist

, as a Secretary and as a Collection Agent in industries including Business Services and Wholesale Trade Durable Goods. I'm a fast learner and actively looking for a contract position. Highly motivated individual with good at computer skills such as MS-word, Excel, Outlook etc. and Medical Terminology, Database Administration, Phone Systems. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

WORK HISTORY

July 2007 - Current

Customer Staff Secretary, Mike Cleaning Services

January 2018 - January 2019

United States Post Office

• Drafted correspondence

• Operated fax machines, copiers, phone systems and computers

• Scheduled appointments

• Organized and maintained files

• Took notes and memos

• Answered phones and assisted callers

• Transferred calls

• Replied to incoming correspondence

• Completed forms in accordance with company procedures

• Made copies

• Used computers for word processing and database management

• Contacted vendors for price quotes.

• Proven ability to learn quickly and adapt to new situations

• Skilled at working independently and collaboratively in a team environment

• Self-motivated, with a strong sense of personal responsibility

• Processing mail daily

• Working on a line

• Scanning data into a computer.

• Proven ability to learn quickly and adapt to new situations

• Self-motivated, with a strong sense of personal responsibility

• Skilled at working independently and collaboratively in a team environment January 2015 - January 2016

Fraud Specialist, West Asset Management

January 2006 - January 2007

Collection Agent, CBE Group

January 2005 - January 2006

Telemarketing Representative, Access Direct

• Worked well in a team setting, providing support and guidance

• Managed time efficiently in order to complete all tasks within deadlines

• Detected and investigated potential fraud

• Collected data related to fraudulent activity

• Coordinated notifications and alerts

• Activated and managed crisis teams in times of heightened risk

• Carried out field investigations

• Analyzed data and maintained database

• Documented and reported all activities related to fraud

• Identified causes of fraud

• Established performance criteria for a successful fraud prevention and detection program

• Ensured appropriate policies and procedures comply with regulations and remain relevant

• Used office suite software such as Access, Excel, Word and PowerPoint

• Certified in fraud examining.

• Contacted customers with past-due balances

• Arranged for debate repayment

• Established repayment schedules

• Answered customer questions about problems with their accounts

• Advised customers of necessary actions and strategies for debt repayment

• Persuaded customers to pay outstanding debts

• Located and monitored overdue accounts using computers Recorded and updated information about the financial status of customers and collection efforts

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• Noted address changes

• Received payments and posted amounts paid to customer accounts

• Located and notified customers of delinquent accounts by mail, telephone and e-mail. Worked in call center environment handling manual and automatically dialed outbound calls

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• Achieved performance goals on consistent basis

• Maintained high volume of calls and met demands of busy and productive group Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions

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• Collected on delinquent accounts to reduce overdue balances

• Identified and contacted customers with overdue accounts to address payment status Developed strong relationships with customers to foster timely payments and account resolution

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• Documented customer payment interactions and account statuses for future reference

• Sold products including: Aol

• Followed sales scripts

• Called potential customers

• Solicited orders by phone

• Responded to customer concerns

• Explained products in detail

• Answered customer questions

• Overcame customer objections

• Recorded relevant customer information

• Answered telephone calls

• Completed and maintained all required documentation

• Met productivity goals.

• Made average of 220 outbound and inbound calls per day

• Attained $10,000 in sales targets on monthly basis

• Completed daily cold calling and outreach to build sales pipeline Answered questions about company offerings with knowledgeable responses about products and services

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• Built relationships with customers using strong persuasion and active listening skills

• Answered calls, took messages, and transferred calls to correct individuals Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses

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EDUCATION

May 2000

Diploma

Roosevelt High-School, 4219 Center Street

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