Customer Service Account Manager

CP

CARLA J. PARRISH

*****.*********@*****.*** 904-***-**** Jacksonville, FL 32225

Reliable Fulfillment Associate with highly flexible availability and excellent workplace focus. First-rate skills in inventory management, merchandise location and shipment preparation. Disciplined and hardworking professional with strong multitasking abilities. Offering 10 years of related experience. I excel at multi-tasking in a fast-paced environment, extreme attention to detail, completing projects

Within time and budget constraints. Ability to work unsupervised and apply problem solve capabilities

Along with consistently demonstrates clear and concise written and verbal communication skills. Proven

Knowledge of procedures, regulations, and state laws. Able to analyze large volumes of data from

Different sources. I have superior customer service, collections, applying and giving of feedback, high Attention to detail, presentation, and computer skills. With intermediately experienced with

Microsoft

Word, Excel, Share point, and PowerPoint.

Ally Financial Inc. Jacksonville, FL

Consumer Fulfillment

04/2023 - Current

Receives inbound calls to research and locate customer's payoff checks. Resolve cases in a timely manner.

Acts as a daily point of contact to ensure customers payments are applied correctly.

Resolves customer's inquiries.

CITI Bank USA Jacksonville, FL

Collections Account Manager

05/2013 - 04/2023

Receives inbound and outbound calls to determine forbearance options to help resolve Client's hardships with accounts

Acts as a point of contact for daily assist calls to collections specialists 3 & 4, along with other departments within the company Sends out Compliance and Targeted Call Review reports for Team weekly Resolves complex problems based on best practice/ precedence, escalating further as needed

Provides assistance and immediate resolution to sensitive clients dealing with current hardships

Resolves customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi's clients Demonstrates analytical skills in account level research with the ability to abstract information from multiple sources and input detailed, accurate information

Reconciles client disputes as pertained to refunds, balances, forbearance treatments, payments, complaints, and escalations

Utilizes advanced negotiation skills to resolve delinquency issues. CITI Bank USA Jacksonville, FL

Collections – Collections Specialist

Handles Outbound and Inbound calls on delinquent accounts Working with Universal Collections Desktop, IBS/ FDR, and Dialer to assist Summary

Skills

Experience

02/2013 - 07/2013 clients with accounts

Uses active listening during each call to ensure a remarkable experience for each client

Ensures proper documentation on each account is compliant and within company policies and procedures

SIGNIFICANT ACHEIVEMENTS

Coached and Mentored Collections New Hire Class

Maintained a 100% CFI score majority of the time while in current position Subject matter expert for time sheets, E- schedule planner, adherence, performance reports, and side by sides, and Universal Collections Desktop Assisted with the Interview Blitz

Assisted with Recreating The Client Focus Team Noting structure Assisted a Unit Manager with a Noting template project 100% compliance pass rate since starting at Citibank Everest University - Tampa Tampa, FL

Some College (No Degree) in Medical Assisting

Education and Training

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