Customer Service Team Leader

NICKY RAINFORD

678-***-**** ️ **************@*****.*** Atlanta, GA 30303

PROFESSIONAL SUMMARY

Results-driven professional with 8+ years of experience in collections, customer service, and underwriting across healthcare, finance, and utilities. Proven ability to handle high call volumes, manage escalations, and coach team performance. Skilled in skip tracing, credit analysis, and conflict resolution. Technically proficient in Microsoft Office Suite and industry-specific systems. Seeking a position where I can bring immediate impact and contribute to organizational success.

CORE SKILLS

Customer Service Excellence

Debt Collections & Skip Tracing

Underwriting & Credit Review

Leadership & Coaching

Call Center Operations

CRM & Document Management

Regulatory Compliance (CFPB, TILA)

Microsoft Office Suite (Excel, Word, Outlook)

Communication & Conflict Resolution

PROFESSIONAL EXPERIENCE

Insight Global Georgia Power Company – Atlanta, GA

Team Lead Apr 2024 – Present

Supervise and motivate a team of 12 customer service consultants to exceed service metrics.

Deliver weekly performance coaching and conduct QA evaluations to maintain service quality.

Analyze team KPIs and generate weekly reports to senior management.

Manage real-time support via chat and assist in de-escalating customer issues.

Conduct training sessions to improve call handling and system efficiency.

Collaborate with internal departments to resolve complex customer inquiries.

CVS Health – Atlanta, GA

Help Desk Representative Aug 2023 – Apr 2024

Facilitated prescription override authorizations for pharmacists and physicians.

Resolved high-volume service tickets with urgency and accuracy.

Utilized ticketing systems and databases to log and manage calls.

Delivered prompt technical support while maintaining HIPAA compliance.

Provided step-by-step guidance on medication overrides and insurance issues.

Collaborated with pharmacy teams to ensure patient satisfaction and continuity of care.

A & S Healthcare Services – Atlanta, GA

Caregiver Apr 2023 – Jun 2023

Supported elderly clients with personal hygiene, medication, and daily living activities.

Scheduled and accompanied patients to medical appointments.

Maintained detailed logs of patient health, meals, and medication intake.

Performed grocery shopping, meal prep, and housekeeping duties.

Ensured a compassionate and safe environment for each client.

Communicated regularly with families to provide health updates.

Carvana – Atlanta, GA

Customer Service Coordinator May 2021 – May 2022

Reviewed and analyzed credit histories to assess financing eligibility.

Served as liaison between customers, attorneys, and internal departments.

Educated clients on program details, payment structures, and loan obligations.

Processed financial paperwork with a focus on accuracy and compliance.

Handled customer concerns regarding delivery, documentation, and approvals.

Maintained CRM data for accurate tracking of customer interactions.

Santander Consumer USA – Dallas, TX (Remote)

Dealer Funding Analyst Jan 2015 – Jul 2019

Reviewed and approved funding documents in accordance with lending standards.

Ensured compliance with Truth in Lending (TILA) and CFPB regulations.

Validated contracts, credit apps, and rate sheets for legal accuracy.

Identified documentation discrepancies and resolved funding delays.

Analyzed applicant credit profiles to support underwriting decisions.

Acted as quality control checkpoint before disbursing dealer payments.

Financial Asset Management Systems – Tucker, GA

Senior Collector / Customer Service Rep Sept 2011 – Jan 2015

Conducted inbound/outbound calls for federal student loan collections (DOE, Sallie Mae).

Negotiated payment arrangements on accounts 120+ days delinquent.

Utilized skip tracing tools such as LexisNexis to locate debtors.

Documented all account activity accurately in collection management software.

Maintained full compliance with FDCPA and client guidelines.

Exceeded monthly recovery targets through strategic outreach.

Sunshine Painting Services – Lawrenceville, GA

Office Supervisor Jul 2009 – Sept 2011

Supervised team of 8 administrative staff to maintain smooth office operations.

Created employee schedules and coordinated project timelines.

Managed inventory of materials and sourced finishes for luxury homes.

Acted as main liaison for high-end subdivision clients.

Ensured daily completion of administrative tasks and follow-ups.

Implemented filing systems to increase workflow efficiency.

EDUCATION

Bachelor of Arts in Fashion Marketing and Design

American Intercontinental University – Buckhead Campus August 2005

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