Call Center Customer Service

MARSHA MAYNE

Westminster, MD ***** • 443-***-**** • ***********@*******.***

Professional Summary

A motivated customer service professional who is proactive and results driven with superb attention to detail and excellent communication skills.

Skills

Oral and Written Communication

Financial and Credit Management

3 years working remotely/virtually

Active listening & Critical Thinking

Financial Compliance and Federal Regulations

Inbound Call Center and Direct Outbound contact

Legal-Stipulations, judgements, courts

SharePoint, VPN, MS Office and Teams

Work History

Payment Resolution Team Rep (02/2020 to Present)

ClearOne Advantage – Baltimore, MD

Handled inbound and outbound calls from Creditors, Clients and Attorneys daily. Call center.

Tracked, identified, and responded to complaints, and maintained records of compliance.

Handle customer complaints with active listening, empathy, and patience. First call resolve is the daily goal.

Periodically conducted quality control reviews of enrolled Debt to the program to ensure compliance with federal and state regulatory requirements.

Partnered with Accounting, Quality assurance, and Negotiations departments and managers across the company to identify and implement any necessary changes or corrections to mitigate revenue loss.

Educated customers on billing, payment processing, and procedures.

Leveraged documents including credit reports, budgets, and other financial information to research payment and or program issues accurately.

Follow up to ensure all issues are corrected, opening cases and keep clients and creditors updated.

Partnered with Global banking to research any misapplied, missing, or late payments.

Cash Office Admin (05/2006 to 02/2020)

Lowes Home Improvement – Baltimore, MD

Responsible for account reconciliation which includes daily verification and correction of all monetary accounts. Investigates all cash differences and follow up with management on loss prevention.

Responsible for ensuring the store is compliant for all audit points including cash office, employee files, (with Store manager’s assistance). Responsible for ensuring that invoices are dealt with in a correct way.

Completes all opening and closing procedures including banking, corrections, and Payroll, Completes write-offs.

Makes sure that all store transfers and price changes are being done in the correct way. Follows up with managers and staff regarding previous day’s cash errors.

Education

High school- Patterson high school

Graduated business diploma

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