Customer Service Representative
Resume:
Nicole D. Wilcox
Dayton, Ohio 45417
*******@*******.***
Objective: To obtain a challenging position where problem solving, strong leadership skills, attention to detail, interpersonal skills and customer satisfaction are required.
Summary of Qualifications
A results-oriented customer service professional with 8 + years experience in serving customers and relationship building/management. I build rapport well and practice attentive and active listening. I am skilled in handling sensitive and confidential information and can orchestrate multiple activities at once to accomplish a targeted goal.
Experience
Standard Register Company Dayton, Ohio
Customer Service Representative 2008 to 2009
Developed professional knowledge on standard and custom paper products.
Daily communication with customers for the purposes of strengthening and building deeper relationships.
Assisted new customers with account implementation activities.
Created customized reports and managed order fulfillment process for all customer orders.
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Assisted customers with order placement of standard and custom documents including pricing and quoting activities.
Resolved daily customer inquiries and information requests and provided any additional follow up as needed.
Created and maintained new designs for forms; uploaded and archived all artwork/digital asset, and added new items to customer catalogs.
National City Mortgage Dayton, Ohio
Image Processor 2008
Responsible for organization of all incoming credit documents for imaging department.
Managed the image capturing process for all new credit applications including all closed, acquisition and FNMA files.
General Electric (GE) Call Center Kettering, Ohio
Call Center Representative 2007 to 2008
Managed and maintained consumer information files regarding credit balances, credit line increases, and purchase details for all private label accounts.
Assisted consumers with registration inquiries and problem resolution.
Answered general questions regarding Sam's club membership renewal and membership fees.
Assisted with the duplication and distribution of monthly customer statements.
CBC Innovis (Trans-Union, Experian affiliate) Dayton, Ohio
Credit / Mortgage Analyst 2002 to 2007
Removed duplicate and old trade lines, verified and added non-traditional trade lines reflecting 90 days or current reporting information.
Verified past due accounts and or collections accounts, credit card accounts, installment loans, and mortgage loans.
Examined city directories and public records in order to verify residence property ownership, bankruptcies, liens, arrest records, or unpaid taxes of applicants.
Verified public record information to determine if accounts had been released, pending, satisfied, or if foreclosure property had been sold.
Compile and analyze credit information gathered by investigation. Enter verified information into the MACS data base system.
Conducted conference calls with the consumer and creditors.
Perform administrative duties such as answering telephone calls, filing, faxing, copying, sorting incoming mail and preparing correspondence.
Correspond with customers in a professional manner and seek timely resolution for the customer in all matters.
Make objective and appropriate decisions in stressful situations. Possess effective problem solving and leadership skills.
Development of strong interpersonal, customer relation skills and problem solving skills.
Education
John H. Patterson Career Center Dayton, Ohio
1991
References: References will be provided upon request.
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