Customer Care & Claims Collections Specialist
Resume:
Rolando Novell Jr.
Customer Care Associate
Contact
Dallas, Tx
*********@*****.***
Objective
Dedicated and results-driven customer service professional with a strong background in collections, claims processing, and technical support. Experienced in handling high-pressure situations, resolving customer issues, and ensuring compliance with company policies and regulations. Known for excellent communication skills, a customer-first attitude, and the ability to multi-task in fast-paced environments. Seeking to leverage experience and skills to make a positive impact in a customer service role, with a focus on delivering exceptional service and building strong client relationships during my return to the workforce.
Education
South Grand Prairie High “04”
Tarrant County College ‘2026’ Graduate
Associate of Applied Science in Cybersecurity
Certificate of Completion in Cybersecurity Specialist
Certificate of Completion in Ethical Hacking
Key Skills
Customer Relations & Conflict Resolution
Collections & Account Management
Knowledge of State & Federal Compliance Regulations
Loan Modification & Foreclosure Processes
Technical Troubleshooting & Support
Mentoring & Team Collaboration
EXPERIENCE
Backend Collections
Exeter Finance – Irving, Texas
September 2013 – May 2014
Monitored delinquent accounts daily and maintained losses within guidelines.
Made outbound and received inbound collection calls to cure past-due accounts.
Initiated recovery of repossessed collateral and managed deficiency balances.
Handled accounts in repossession, charge-offs, recovery, and special situations like bankruptcy.
Trained and mentored junior team members, improving overall departmental efficiency.
Auto Claims Service Representative
Mitchelle International (Total Loss) – Coppell, Texas
January 2013 – August 2013
Verified accident facts, reviewed policy coverage, and assisted with settlements.
Managed total loss claims and ensured timely resolution.
Acted as the first point of contact for customers involved in accidents.
Prepared claims files for subrogation and adhered to insurance regulations.
Made outbound and received inbound collection calls to cure past-due accounts.
Senior Collector/Account Ownership
Bank of America – Ft. Worth, Texas
November 2009 – April 2010
Managed a portfolio of 200-250 loans in various stages, including foreclosure.
Served as a single point of contact for third parties regarding loan modifications.
In-depth knowledge of investor guidelines (FNMA/FHLMC, FHA, VA) and federal regulations.
Educated borrowers on government modification programs and foreclosure prevention.
Analyzed financial documents for completeness in compliance with regulations.
Customer Care Representative/Tech
Volt Temporary Agency (Apple iTunes) – Addison, Texas
April 2009 – October 2009
Troubleshot system and network issues, resolving technical support cases via phone and email.
Set up user accounts and resolved password issues.
Maintained bug tracking databases and created internal/external support documentation.
Account Manager
Chrysler Financial – Roanoke, Texas
September 2008 – February 2009
Advised delinquent customers on their contractual obligations via inbound/outbound calls.
Utilized skip-tracing tools to investigate accounts and resolve delinquencies.
Encouraged customers to bring accounts current through negotiation and problem-solving.
References
Available upon request.
Contact this candidate