Customer Service Information Technology

Kristin Pearce

***** ****** ** #****

Dallas, TX 75287

Email: ********@*****.***

Cell: 214-***-****

OBJECTIVE:

Seek the rewarding position of customer service

SUMMARY OF QUALIFICATIONS:

-more than nine years of experience in a call center environment

-excellent communication and negotion skills

-superb ability to listen to customers and empathize with them

WORK EXPERIENCE:

Bank of America (Addison, TX) – Collections – 4/11 to 9/11

-reviewed customers' accounts to see if they qualify for modifications

-made payment arrangements and payment plans to bring loans current

-recognized for a high volume of dollars collected

Capital One (Plano, TX) – Collections – 4/09 to 1/11

-was promoted from mid-stage to late-stage collections only 6 months after hire date

-was responsible for a set of accounts and made calls on them daily to avoid escalation to the repossession department

-gave payment extensions or referred customers to the loan modification department as needed

-was recognized for thorough skip tracing ability, and excellent negotiation skills

-consistently exceeded monthly company goals

Chase (Irving, TX) – Collections – 12/08 to 3/09

-collected on past due mortgage loans.

-did loan modifications and made payment arrangements with customers to bring accounts current

Citigroup (Irving, TX) – Collections – 11/07 to 11/08

-collected on past due car loans by taking payments, and making payment arrangements

-effectively worked a queue of accounts and consistently exceeded monthly goals

-was recognized for exceptional skip tracing ability

Allstate (Irving, TX) - Claims Adjuster - 03/07 to 07/07

-trained to be an auto liability claims adjuster

-gained experience and valuable knowledge of the auto insurance industry

Wachovia (Irving, TX) - Collections - 7/06 to 3/07

-collected on past due auto loans and negotiated payment arrangements from customers to reduce delinquency. -recognized for achieving high call-quality scores, and the highest bonus every month employed there

Ameritrade (Fort Worth, TX) - CSR - 3/06 to 6/06

-took inbound calls from customers inquiring about their accounts relating to stocks, IRAs, mutual funds, and 401K.

EDUCATION:

Devry University (Irving, TX) 4/02 to 4/04

-Earned a Bachelor of Science Degree in Information Technology

University of North Texas (Denton, TX) 1/98 to 5/01

-Earned a Bachelor of Applied Arts and Sciences Degree in Occupational Training and Development

-Minored in technical writing and psychology

Brookhaven College (Farmers Branch, TX) 8/95 to 12/97

-Earned an Associates Degree in Arts and Sciences

SKILLS:

-Windows XP,Vista -Type 80 wpm -Customer service

-Skip tracing -Microsoft Office -Lotus Notes

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