Call Center Resolution Specialist
Resume:
Michael Luckey
*** ***** **** ***** ***** Hill TX
****************@*****.***
EXPERIENCE
WELLS FARGO - IRVING TX JAN. 2022 – JULY 2024
Collections - Auto Loan Resolution Specialist (Rehireable) September 2023 – July 2024
Call Center where I utilized expertise of auto loan and collection principles to assist customers and internal clients on loan status and review. Responded to moderate to complex phone inquiries from internal business partners and contacted customers for various loan information. Researched and discovered through conversations, loan history and data, ways to educate customers the best methods to rectify their delinquent accounts by offering various options such as PTP, repayment or deferment plans suitable to their individual needs to bring their accounts current.
Break in service due to restructuring / layoff
Auto Funding - Loan Documentation Processor
January 2022 – April 2023
Review legal documents to ensure accuracy, all documents that require signatures are correct, contract information is correct and in compliance with stated laws, as well as company policies, following all company procedures, establishing a good rapport with various auto dealership locally, and throughout the United States, ensuring dealerships are following compliance, procedures and policies by state laws and company policies
General Motors – DFW, TX – Temp to Perm (3-year conversion) Sept. 2021 – December 2021
Temp to Perm position working as a Floater in a Manufacturing Environment Assisted cross functional departments on the assembly line for automotive manufacturing GPO – Midlothian, TX Computer Mainframe Installer -(Contract) April 2021 – August 2021
Receive and login computers, computer racks, shipped and returned used computer items, load and unload trucks at company facility; Built mainframes to meet clients’ special orders
~ Gaps Due to Seeking Gainful Employment During Covid Pandemic ~ Manpower Staffing Associates – DFW, TX (Secondary Employment – Contractor) Jan. 2020 – May 2020
Worked with various clients including JP Morgan Chase and Supra to support their workforce needs from warehouse, shipping/receiving, check / tender processing and more. Industries include Finance & Real Estate Dallas Area Rapid Transit – Dallas. Tx Bus Operator 9/2002 - 9/2020 (DOT Medical Leave resulted in Separation) Professional Bus Operator Dallas Area Rapid Transit / DART; Adhered to all scheduled routes to ensure timely drop-offs and pick-ups at all locations; Assisted passengers with difficulties or disabilities to board and exit bus; Performed all bus driving duties and passenger interaction with professionalism; Followed maps and GPS software to adhere to routes or navigate high-traffic areas SKILLS
Documentation Specialist experienced in ensuring organization's documents are stored efficiently and are easily accessible to staff while also adhering to rules, regulations and guidelines. High level of organizational skills, attention to detail, and strong ability to communicate and adapt to change; Customer Interfacing - Interactions
Problem and conflict resolution skills; dependable / punctual; quick learner / self-starter; Work well independently and in a team environment; Always eager to learn and accept new challenges TECHNICAL KNOWLEDGE
Microsoft Office (Outlook, Word, Excel) - Novice to Intermediate Proficiency Inbound Call Dialers
Outbound Call Experience
Scripting Tools (for live and fluid amendments to call center scripts) AWARDS
Most Improved employee of the month. Safety Award Drive month Aug. 2011 DART LANGUAGES
English
COMPLETED EDUCATION
High School Diploma
Dallas, TX
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