Customer Service Call Center

Masood Hasan

Hainesville, IL 224-***-**** *******@*****.***

Qualified Customer, Banking, Sales, Technical & Collections, Recruiting, Retention, Training Support with 25 years of experience in fast-paced Customer Service and Call Center Environment.

• Personable and professional under pressure.

• Call Center Representative well versed in customer support in high call volume environment.

• Well Versed with, I Phone, I Pod, I Pad, Mac, AirPort issues.

• Superior Computer Skills and Telephone Etiquette.

• Excelling at customer satisfaction and retention.

• Pre and post-sales support specialist.

• Flexible and hardworking in deadline-driven environments.

• Driven to exceed sales goals and build long term relationships with customers.

• Delivers positive experiences through high-quality customer care.

• Skilled in training staff and establishing rapport with clients.

• Self-motivated with exceptional communication and computer capabilities.

• Patient and empathetic with background in conflict resolution and customer care.

• Have expertise in delivering support services and resolving customer complaints.

• Have expertise in making modification documents for recasting and modification of loans.

• Have expertise in MSP Software, Black Knight for processing foreclosures preservation and insurance. CORE COMPETENCIES

Team Building People Management Hiring and Onboarding Auditing & Compliance Process Improvements Policy Implementations SOP Creation & Implementation Financial Statement Preparation & Reporting Budgeting & Forecasting Project Management Customer & Client Relationship-Building Vendor Management ERP Systems IT Systems Management PCI Compliance

P&L Variance Analysis Cost Control Board Presentations & Conferences HIGHLIGHTS & CONTRIBUTIONS

Earned ‘Star of the Month’ Award directly from the CEO for attaining top-performer in a company portfolio of 14K+ employees.

Partnered with the Senior Manager to lead the successful training and recruiting best of the best.

Developed and executed a program for employee development and recognition entitled ‘Star of the month’ which acknowledges employees that provide superior customer service and motivates them to accumulate stars, which can be redeemed for prizes.

Facilitated a critical software transfer implementation following a software upgrade with IT.

Compliance, Security, Fraud Awareness, Ethics Certified for continuously 3 years. 2

EXPERIENCE

07/27/2020 TILL PRESENT.

COLLECTION COUNSELOR, SPECIAL LOANS, PRESERVATION, INSURANCE FORECLOSURE SPECIALIST (DOVENMUEHLE MORTGAGE).

Working as a Senior Lead, Recruiter, Trainer and as DSP consultant where I have worked and focused on recruiting, staffing, mentoring, coaching, team building. I serve as liaison between the creditors and consumers, create excel sheet for list of people who have not made payments for 180 days & more, Organize list according to severity of delinquency. Call customers using telephone to observe accounts to identify overdue payments, address client queries, offer acceleration amount and develop repayment plans to help them pay and keep their homes, recast and modify loans and make contractual agreements, help with recruitment and training new employees.

AUGUST 2017 – JULY 23RD 2020.

CUSTOMER SERVICE, AT&T.

• Customer call receipt - first point of contact for Customers for problem recording.

• Customer verification, problem validation and documentation.

• Ticket Management.

• Status customer on a regular basis.

• Manage escalations.

• Basic trouble shooting routers/ circuits.

June 2017 to August 2017

Customer Service Representative (Follet School Solutions).

• Basic trouble shooting routers/ circuits.

Sr Customer Service Rep, Wolters Kluwer - Northbrook, IL October 2016 to May 2017

• Customer call receipt - first point of contact for Customers for sales of books, subscriptions.

• Customer verification, problem validation and documentation.

• Creating Sales order on SAP User and Validating on Sales force, Accounts Management.

• Status customer on a regular basis, Outlook Excel. Take payments and update on SAP. Sr Customer Service Rep, AT&T

August 2015 to September 2016.

• Customer call receipt - first point of contact for Customers for problem recording.

• Customer verification, problem validation and documentation.

• Ticket Management.

• Status customer on a regular basis.

• Manage escalations.

• Basic trouble shooting routers/ circuits.

Home Depot July 2015 to August 2016.

• Operates computerized cash register to conduct sales transactions; handle cash, and makes change as required.

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• Sells merchandise Credit Cards and/or rents equipment.

• Advises customers on merchandise price, features, and/or on fees and services.

• Assists individual and/or institutional customers in the ordering and, as appropriate, delivery of merchandise.

• Prepares routine daily reports such as sales, accounts receivable/payable, orders, credit card receipts, and/or bank deposits.

Genpact December 2013 to March 2014

• Deliver service and support to end-users using and operating automated call distribution phone software remote connection or over the Internet.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

• Gather customer's information and determine the issue by evaluating and analyzing the symptoms, diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.

Thomson Reuters March 2012 to May 2013

• Answered an average of [150] calls per day by addressing customer inquiries, solving problems, and providing new product information.

• Successfully acquired an average of [10] new customers per month, generating a [5] % growth in revenue.

• Effectively communicated with and supported sales, marketing, and administrative teams daily.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Met or exceeded service and quality standards every review period.

• MS Windows proficient

• Multi-line phone talent.

• Strategic sales knowledge.

• International sales support.

Dish Network Pvt. Ltd May 2008 to May 2011

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Built long-term customer relationships and advised customers on purchases and promotions.

• Helped drive sales goals and achieve monthly quotas.

• Created and maintained an organized database to develop promotional sales. HSBC Bank July 2006 to April 2008

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Verizon June 1999 to June 2006

• Resolved service, pricing, and technical problems for customers by asking clear and specific questions.

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• Managed high call volume with tact and professionalism.

• Knowledge of basic computer hardware, Outlook

• Experience with desktop operating systems including Windows XP, Ubuntu Linux, and Mac OS

• Extensive application support experience.

• Working knowledge of a range of diagnostic utilities. • Good understanding of I Phones.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. • Strong documentation skills.

EDUCATION

COMMERCE GRADUATE FROM CH. CHARAN SINGH UNIVERSITY MEERUT, INDIA. SKILLS

Operating Systems VPN, VoIP, SAP, CRM Microsoft

Windows/Excel Intermediate.

• Windows 98/ 2000/ XP, Windows 7 & 8 I phone and Outlook

• Typing Speed: 40-50 WPM.

Worked on (Sap) Accounts receivable (CRM) and get paid.

• Excel Skills (V lookups, formulas, pivot tables)

• Knowledge of trouble ticket system • PC hardware troubleshooting experience • General network knowledge, VPN, Zscaler, Hyper Ras, trouble shooting. • Software applications support • Exposure to Windows desktop operating system support

Contact this candidate