Customer Service Specialist 3
Resume:
GINGER ANN GOODE
HENDERSON NC 27537
***************@*****.**
M
Summary- Account Resolution Specialist 3 with 20 years Customer Service Experience who maintains a high level of professionalism, Patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights High Customer Service Standards Active listening skills Conflict Resolution Proficiency Strong Problem-Solving Ability Troubleshooting Skills Seasoned in Conflict Resolution
Experience:
Wells Fargo Auto (Dealer Services) Raleigh NC APRIL 2017- APRIL 2025 ESCALATIONS REPRESENTATIVE
● Processed Customer Complaints
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Researched 45 systems to find a Resolution that could satisfy customer as well as the business need
● Worked in a efficient timely manner with a 10 day completion rate
● Certified Letter Writing to send correspondence to customers ACCOUNT RESOLUTION SPECIALIST 3
● Collecting on Delinquent Auto Loan Accounts 30 Days to 120 days past Due
● Processing Payment, Promise to Pay, and Future- dated Payments by various methods such as Direct Debits and ACH Debits
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Processing Deferments, Due date Changes and resolving accounts Delinquency. Maintaining 100% Quality and 90% Promise Conversion and Kept Rate % Documenting Disputes and Complaints and deciding to resolve or route to different Department for Resolution Collecting Info for SCRA and informing Clients of Benefits through Military they may be Eligible for
Collecting Bankruptcy Info and flagging accounts and routing them to other Dept Handling Deceased Members Accounts and Documenting and Informing Power of Attorney of Designee of
Account Processes of Changing Title from Deceased
● CheckingSystems and answering questions About Credit reporting and submitting Problem Tickets when Clients have discrepancies.
● Shadowing for Team lead Understanding Queue Penetration and Choosing best Strategy to Plan for Shift ● Presenting PowerPoint Presentations to Fellow Team Members to explain Best Practices for Policy and procedure to Eliminate Errors
HUMANA /CONDUENT RALEIGH NCNOVEMBER 2011- OCTOBER 2016 QUALITY ANALYST- CLAIMS SPECIALIST
● Handled Medicare claims
● Processed Prior Authorizations from
● Physician well versed in Prescription Drug coverage
● Formulary Changes explaining Tiers to
● Processed Hospitalization customers
Claims
Education
NORTHERN VANCE HIGH SCHOOL 1992 Diploma Received College prep VANCE GRANVILLE COMMUNITY COLLEGE 2004 ASSOCIATE DEGREE OFFICE SYSTEMS TECHNOLOGY
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