Customer Service Engagement
Resume:
Leslie Brazil
Claims Recovery Representative
Cleveland, OH 44112
********@*****.***
Professional Summary
Extraordinary customer service professional exhibiting great human-business model skills. Able to easily establish
rapport, inspire customer confidence and generate product loyalty. Very good persuasive communication skills and
ability to get buy-in. Adept at dealing with diverse populations, especially seniors. Self-motivated with an athlete's
ethic, drive and mindset to win. Proven abilities to quickly become expert in new subjects/techniques and problem
solve. Effectively manages time and multiple projects under pressure, keeping priorities and meeting deadlines.
Core Skill Areas:
Customer Engagement • Creative Solutions and Win-Win Outcomes • Consensus Building Work Experience
Claims Recovery Representative
Sedgwick Claims Management Services, Inc-Independence, OH 2016 to 2017
Experienced professional who could reach amicable settlements to the satisfaction of multiple parties. Able to explain the nuances of financial liability and the consequences of failing to meet the determined obligations. Diligently pursued multiple recoveries from numerous payees over extended periods of time. Only non-licensed insurance claim recovery representative directing 200+ vehicle subrogation claims to conclusion on a monthly basis. Pursued responsible parties, negotiated and monitored monthly payment plans, and communicated with
insurance companies. Directed restitution claims communicating with legal entities and claimant carriers. Collected an average of $290K monthly. Known for prompt, knowledgeable customer service and diligence.
Selected Highlights: Recognized in the top 10 percent of department. Received first raise within six months of being hired.
Debt Collector
National Enterprise Systems-Solon, OH
2007 to 2016
and 2004 - 2006
Compassionate professional who balanced the goal of debt collection with courtesy for the debtor. Maintaining a professional demeanor
strictly adhering to all Fair Debt Collect Act laws while at the same time providing workable solutions for consumers to satisfy their legal
obligations and responsibilities.
Delinquent credit account collector for major financial institutions. High productivity placing an average of 300
debtor calls daily. Exceed at applying many different settlement structures across various account situations.
Efficiently negotiates new terms of collections with persons in financially challenging circumstances. Frequently met or exceeded goals, consistently earning bonuses. Performed account maintenance and servicing as well as locating
hard-to-find consumers. Noted for ability to reach equitable solutions that satisfies the consumers and organization.
Selected Highlights: Four times recognized as Employee of the Month. Profiled as the standard of excellence when marketing to new clients.
Account Executive
NCO Revenue group-Columbus, OH
August 2006 to June 2007
Dedicated sales representative who confidently sought clients at all possible opportunities. Made sales calls which occasionally included the client revealing less than positive private business matters. Always maintained a professional non-judgmental demeanor, an attitude of confidentiality and a desire to create solutions.
Sales representative for the industry leader in debt collections. Serviced an open territory in Northeast Ohio.
Generated client leads, calling on potential customers in a wide range of industries. Leverage previous experience as a debt collector to persuade small business owners of the benefits of professional collections. Successfully secured
major accounts within first week of employment.
Selected Highlights: Created cold call list of 500 potential clients first month. Recognized for skills at overcoming
resistance during training and orientation.
Owner/Manager
The Beverage Store-Cleveland, OH
2000 to 2004
Congenial business owner who provided convenience goods to an underserved community at a fair price with high standards for customer
service and quality products. Created a go-to establishment noted for hiring residents from the community, supporting community charitable
causes and providing a pleasant place to shop.
Successfully opened and actively managed an urban convenience store. Responsibilities included all day- to day
operations, sales training, merchandising, stock maintenance and payroll. Interfaced daily with primary wholesalers and vendors. Ohio Lottery Agent and State of Ohio Beer and Wine License holder. Efficiently handled fiduciary
responsibility for all lottery products and machines. Selected Highlights: Built store sales from a zero to average weekly total of $6K, Eddy Road Neighborhood Appreciation Award
Manager/Co-Owner
Leslie's Beverage Barn-Cleveland, OH
1991 to 2000
Manager of family business which had been in existence for nearly twenty years. One the original liquor license holders in the State of Ohio,
developing standards for the private sale of the formerly state controlled product. Grew to be the highest grossing retailer within 8 block
radius of business area. Created opportunities for the hiring and training of students in the community. State of Ohio Liquor Agency and Ohio Lottery Agent. Successfully managed retail operations of $2.7 million annually ($1.3
million Liquor, $700 thousand Lottery and $700 thousand Convenience Retail.) Drove up revenues an average of 17%
annually. Directed and monitored daily store operations, including customer service, a sales staff of six, inventory,
product ordering, and receiving and detailed account records with the Ohio State Liquor Base Management Office.
Personally serviced all retail liquor accounts with area restaurants and bars. Generated new accounts through cold calls
and maintaining an extensive network of prospective customers. Self -taught in alcohol product knowledge. Promoted an average selection of 519 alcohol beverage products. Specialist in assisting customers making special event alcohol
beverage purchases.
Selected Highlights: Ohio Lottery Retailer of the Month, E. Cleveland Chamber of Commerce, Featured Business of the Month
Education
Political Science (Bachelor of Arts)
Mississippi Valley State University-Valley, MS
1991
Political Science (Bachelor's degree)
Bachelor of Science
Associate's degree
High school diploma or GED
Skills
• Microsoft Office (5 years)
• Microsoft Outlook
• Credit analysis
• Cold calling
• Marketing
• Microsoft Excel
• Accounts payable
• Store management
• Research
• Phone etiquette
• Telecommunication
• Technical sales
• Math
• B2B sales
• Outbound sales
• Google Suite
• Adobe Photoshop
• Salesforce
• Agile
• CRM software
• NetSuite
• 4G/LTE
• Grocery store
• Microsoft Word (5 years)
• Microsoft Powerpoint
• Direct sales
• Accounting
• DocuSign
• Supervising experience
• Financial services
• Pivot tables
• Computer skills
• Driving
• Account management
• Customer support
• General ledger accounting
• Conflict management
• Presentation skills
• Account reconciliation
• Computer operation
• Analysis skills
• Customer service
• Stocking
• Photography
• Sales
• Negotiation
• English
• Outpatient
• Merchandising
• Time management
• Food preparation
• Communication skills
• Working with high schoolers
• Telemarketing
• SQL
• Bilingual
• Medical terminology
• Writing skills
• Windows
• Retail sales
• Product demos
• B2B
• Adobe Illustrator
Languages
• English
Certifications and Licenses
Driver's License
MAST Permit
Additional Information
Supplementary Skills
• Professional Photography - Portrait and Events - Editing with Picasa and Photoshop
• Computer Literate - Microsoft Word, Outlook, Internet Search Protocols
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