Customer Service Call Center

Marquita Vaughn

Cincinnati, OH *****

Email: *********@*****.*** Mobile: 513-***-****

Professional Summary

Friendly, detail-oriented customer service professional with more than five years of experience in fast-paced environments, including healthcare, financial services, and client support. Proven ability to manage high-volume calls, resolve issues efficiently, support team goals, and maintain confidentiality. Experienced in patient care, American sign language, account troubleshooting, administrative duties, and call center operations. Committed to delivering compassionate and efficient service to every individual.

Professional Experience

U.S. Bank, Collections Specialist Cincinnati, OH

February 2024 – Present

Manage inbound and outbound calls in a high-volume collections call center

Contact customers with delinquent accounts to arrange payment and resolve outstanding balances

Develop personalized repayment plans while maintaining regulatory compliance under FDCPA

Analyze loan documentation to determine the best approach to recovery and reduce financial loss

Deliver empathetic, solutions-focused customer service during difficult conversations

Consistently meet and exceed individual and team performance goals

FIS, Financial Advisor Cincinnati, OH

June 2022 – January 2024

Manage inbound/outbound calls for merchant account collections and payment processing

Resolve account discrepancies and explain contractual terms

Train and support new team members across departments

Collaborate with peers to meet performance and customer satisfaction goals

Hillandale Communities, Certified Nursing Assistant (CNA) Cincinnati, OH

October 2021 – March 2022

Provided direct patient care, including ADLs, vitals monitoring, and companionship

Documented behavioral changes and reported to medical staff

Delivered quality care while ensuring patient dignity and safety

Graceworks Enhanced Living, Direct Support Professional (DSP) Cincinnati, OH

March 2021 – October 2021

Supported individuals with developmental disabilities in daily tasks

Assisted with hygiene care, meals, outings, and life skills training

Fostered a safe and nurturing environment for all clients

Citibank, Collections Representative Erlanger, KY

July 2019 – March 2020

Handled 70+ daily customer interactions to resolve delinquent accounts

Negotiated payment plans and managed legal documentation

Ensured accurate documentation across systems

Fifth Third Bank, Escalations Support Specialist Cincinnati, OH

January. 2018 – May 2019

Handled escalated customer issues with care and efficiency

Explained banking products, resolved account issues, and supported fraud investigations

Mentored new hires and received special recognition for customer excellence

Fifth Third Bank, Customer Service Representative Cincinnati, OH

May 2017 – January 2018

Handled high-volume inbound calls, providing accurate account information and resolving a wide range of customer inquiries

Explained banking products, services, and policies clearly to help customers choose cost-effective service options

Utilized internal computer systems to research, troubleshoot, and document customer issues efficiently

Resolved moderate to complex account questions within areas of expertise, reducing the need for call transfers

Recognized as a Top Call Center Agent and Fraud Stopper (Sept–Nov 2017)

Selected as a Nest Helper to support onboarding and training of new hires in the Credit Card division (Dec 2017)

Cash America, Sales & Loan Associate Cincinnati, OH

May 2013 – March 2015

Managed sales, loans, and inventory in a retail finance setting

Delivered personalized service and financial solutions

Maintained accurate cash handling and opening/closing procedures

Core Skills

Patient Services Representative

Patient/Customer Relations & Interaction

American sign language

Front Desk Reception

Multi-line Phone Handling

Data Entry & Electronic Records

Team Support & Training

Problem Solving & Conflict Resolution

HIPAA Compliance

Microsoft Office & CRM Systems

Education & Certifications

Certificate – Medical Billing and Coding

DeVry University Cincinnati, OH Currently enrolled

Certificate of Completion – Cosmetology

Summit Salon Academy Cincinnati, OH 2016

High School Diploma – Office Administration

Cincinnati Job Corps Cincinnati, OH 2010

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