Andre L. Carroll

* **** Rosemeade Pkwy #**** Dallas, TX 75287 – 214-***-**** *

* E-mail: adzw4g@r.postjobfree.com *

Aspirations:

I have the desire to grow professionally through the acceptance of new challenges, increased responsibility, participation and development.

Professional Experience:

June 2014-May 2023

Great Lakes Educational Loan Services/Nelnet, Plano, TX

Specialist I

•Assisted borrowers with payment and delinquency resolution

•Evaluated borrowers’ eligibility for various programs including loan forgiveness, suspensions of payments and income driven repayment plans.

•Accurately and efficiently handled calls in multiple queues such as military accounts, consolidation and private loans.

•Managed time efficiently to achieve goals related to phone system usage.

March 2011 – April 2013

REDC Default Solutions, Plano, TX

Customer Service Representative

•Educated BAC homeowners on Cooperative short sale and Deed-In-Lieu programs with an effort to avoid foreclosures.

•Initiated short sale and deed-in-lieu programs using REDC’s Prospector system.

•Provided timely updates for homeowners in regards to these programs.

•Worked closely with other departments within REDC in efforts to provide documentation, re-open and close files according to the policies and procedures of REDC.

•Worked with representatives of Bank of America in efforts to educate and process these programs in efforts to avoid foreclosure.

•Worked as a Asset Manager Support Agent for the Deed-In-Lieu department collecting information and providing information to borrowers within a particular portfolio.

•Assisted coworkers at REDC with instruction on call scripts, sales methods and general information.

•Met daily and monthly quotas for call quality and call quantity.

•Handled approximately 80 inbound phone calls daily.

May 2008 – October 2010

Regus Management, Addison, TX

Reservations Specialist / Training

•Confirmed meeting rooms and day office reservations for members and non-members of the Regus Group.

•Made outbound calls to existing and prospective customers including follow-up calls to qualify and close business.

•Collected, generated, and tracked customer enquiries from prospect through to close.

•Accurately and efficiently dealt with all meeting room and office inquiries in a timely manner and record.

•Collaborated with field-based center teams to provide customer service, accuracy, and quality in setting and confirming reservations.

•Managed time efficiently to achieve goals related to phone system usage.

•Recommended improvements that will positively impact sales and efficiency.

•Prepared training materials and trained new staff members on all of the daily responsibilities of a Reservations Specialist.

•Had follow-up one-on-one training sessions with staff members to recap previous trainings and implement new procedures.

Skills

Microsoft Office Skills (Excel, Word, Windows, Outlook), Basic Office Skills, Excellent Customer Service Skills, Data Entry, Ten Key, Typing

References Available upon Request