Customer Service Sales
Resume:
Karissa K. Wolcott
Chesapeake, VA. 23324
*******.*******@*****.***
Objective
Seeking a challenging position in which acquired expertise, creative talents and commitment to excellence will have valuable application.
Experience
CITIGROUP 2009 - Current
Recovery Specialist - Sr. Service Rep:
•Utilized various investigative and negotiation techniques to address and resolve delinquency on accounts past due.
•Continuously improve relationships with clients by delivering timely solutions that meet or exceed client expectations.
•Train new team members
•Analyze customer’s problem using independent decisions to negotiate resolutions.
•Established "win-win" payment solutions for our clients and worked to minimize delinquency losses within the Department of Defense portfolio.
•Support staff and management in assigned project based work.
•Ensure compliance, operational risk controls in accordance with CITIGROUP or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
HSBC 2005 - 2009
Collections Specialist:
•Contact customers by telephone whose account(s) are past due, notify customer of past due account status, negotiate appropriate resolutions, and send correspondence in accordance with company policies and procedures.
•Project Management
•Continuously improve relationships with clients by delivering timely solutions that meet or exceed client expectations.
•Recognize potentially high risk accounts and develop techniques on how to successfully deal with these accounts.
•Basic knowledge of secured and unsecured loan related documents.
•Promote an environment that supports diversity and reflects the HSBC brand.
•Train new staff
Hertz Car Rental 2001 - 2005
Branch Manager:
•Ensured timely execution of financial reporting, operating forecasts, cash flow planning, new project evaluation, banking, taxation, legal, regulatory, equipment maintenance, advertising, cost/pricing and related activities.
•Developed and maintained an effective marketing plan which details the steps to take in order to improve the success of the branch.
•Conducted face-to-face sales calls in order to obtain new business.
•Attend/hosted outside sales meetings or events to promote the company and branch location.
•Analyzed marketing survey statistics to plan, organize and implement strategic marketing plans to enhance market penetration in the Hampton Roads area.
•Interfaced with senior management to develop short/long term organizational goals and objectives.
Project Management
•Actively participated in the training, coaching, and mentoring of the Management Trainees, Managers and Sales and Service Associates.
•Trained and mentored 10-20 entry to mid-level managers in efficient operating procedures to facilitate a smooth transition from opening to daily management.
•Trained new employees on aspects that include product knowledge and sales pitch.
•Completed sales calls with Managers and Management Trainees in order to further their development.
•Maintained a high level of customer service such that the Net Promoter Score for the store is at or above the location's goal.
•Led branches to Directors Award, Hertz's highest honor.
Qualification Highlights
•Expertise in strategic planning, new business start up, market plan execution, budgeting/finance, customer service, and staff training, supervision and mentoring.
•Organized/Pays attention to detail/Multi-task
•Excellent leadership, management, oral/written communication, interpersonal, intuitive, and analysis skills. Thrive in both independent and collaborative work environments.
•Ability to work as a member of a team and work directly with people in a sales capacity
•Detail oriented/have ability and flexibility to handle multiple projects at a time.
Education
Norfolk State University, Norfolk, Virginia
Bachelor of Arts, History 2011
Dean’s List
GPA: 3.5
Affiliations
Golden Key International Honors Society
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