Customer Service Representative
Resume:
Ebony Mayberry
Fort Worth Tx 76123
**************@*****.***
Summary
Looking for a professional and safe environment where I can grow to utilize my Customer Service skills that allow my behavior to be productive. Communicating to achieving goals that follows me
in a productive workplace. Knowledgeable and dedicated customer service professional with extensive experience in customer service/collection representative industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
SKILLS
● Inbound and Outbound Calling
● Good listening skills
● Professional telephone demeanor
● Outstanding customer service,
Ability to effectively manage and diffuse conflict.
Good organizational skills and the ability to multi-task.
Proficiency in Microsoft Office. Knowledge or under skip tracing tools such as Accruing, Vehicle Tracing, ZCQQ & Western Union Quick Collect, standing of Agency and GSE guidelines
verbal, and written communication skills.
WORK HISTORY
CUSTOMER SERVICE REPRESENTATIVE
McKesson Phoenix AZ September 2022-November 2023
• Answer customer inquiries and provide accurate information regarding program and services.
•Updated account system with orders specific and customer details, preferences and billing information.
• Answered inbound calls, assisted patients with information on an account and also educated patient on updated information we may need to be applied to account or on how our program works.
• Verify all current information on the account also update information as needed.
• Process orders for patients to get their medication sent out in a timely matter.
CUSTOMER SERVICE REPRESENTATIVE
Warranty Corporation Bedford, TX February 2004-June 2005
• Assist Warranty/Insurance customers by providing the
by providing customer with their account information.
• Research, respond and resolve customer issues in a timely fashion
highest level of service
• Deliver superior service utilizing troubleshooting and problem solving skills to successfully supply accurate information to callers and resolve their issues
• Retrieve information from our systems (based on customer inquiry) and communicate information back to the customer in a clear and educated manner • Document all customer information, communications s in CRM system
• Handling our customers first report of claims • Taking status calls on claims
2015COLLECTIONS REPRESENTATIVE Gm Financial Arlington, TX
August 2005-March 2009
Provide customer outstanding service via incoming/outbound customer calls as well as written
correspondence. Ensure customer understanding of contact information. Proactively work with
customer via telephone to obtain/negotiate payment on current and early stage past due accounts
while maintaining quality. Assist customer with information, processing requests, and any account
changes needed as appropriate. Skip tracing, resolve customer goal and delinquencies by utilizing
the appropriate resources in assist customer in bringing their loan payment current while giving
good word class customer service
COLLECTIONS REPRESENTATIVE Auto Nation Irving, TX
May 2009-November 2010
Responsible for the collections of a business to business accounts receivable portfolio. Organizational Relationships: Interacts with internal and external customers at various levels, cash application team and credit team.
• Contact customers and arrange payment to bring receivable customer balances within acceptable guidelines and/or under existing credit limits.
• Recommend accounts for 3rd party collections or write off when all collection efforts are exhausted.
• Work closely with internal stores to keep accounts current and maintain open lines of communication.
• Following-up on customer promises to bring accounts current. Maintaining systemnotes of all collection activity Initiating a problem resolution process on customer disputes.
• Initiating credit holds within allowed guidelines. Supporting the Cash Basic knowledge of Microsoft Office / basic computer skills Basic accounting knowledge. Customer service skills and experience Minimum 8,000 keystrokes per min; 40 WPM Professional phone and email etiquette Manage a fleet portfolio of > 4,500 invoices with a portfolio score of > 3M Ability to build a strong relationship with customer contacts.
MORTGAGE COLLECTOR Bank Of America Fort Worth, TX
February 2011-March2012
● Pursue communication with defaulted customers to offer potential workout alternatives.
● Contact delinquent customers to obtain payment commitments.
● Ensure customer letters and Written Notices are sent timely and in
accordance with regulations and company policies.
● Coordinate with default servicing staff on loss mitigation, foreclosures, and
bankruptcies.
● Maintain adequate controls to ensure compliance with consumer protection
and fair debt collection regulations and best practices.
● Adhere to delivery and quality service performance.
● Participate and complete all required training for compliance and licensing
requirements, including but not limited to the SAFE Act Licensing requirement in a timely manner Clearly explain all workout options within company guidelines.
● Minimize potential losses on delinquent loans by contacting borrowers and insurers to work toward resolution of the delinquency in accordance with departmental and legal guidelines.
● Analyze customer's financial situation and collateral risk to present applicable alternative repayment solutions including forbearance plans, repayment plans, modifications, assumptions, pre-foreclosure / short sales, and deed in lieu.
● Assist in identifying, negotiating, and pursuing the appropriate loss mitigation option that best maximizes customer satisfaction.
High School Diploma
Fort Worth Can Academy, Fort Worth TX
2001-2004
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