Customer Service Representative
Resume:
Ivory Spikes
Baton Rouge, La. 70810
*****.******@*****.***
Education:
College: 2yrs. Southeastern University 2001-2003
High School: Baton Rouge Magnet High School 1997-2001
Technical Skills:
*Proficient in MS Word, Outlook and Internet applications
*Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
*Ability to solve practical problems and deal with a variety of
variables to arrive at solutions within a defined set of
procedures
*Ability to define problem, collect data, establish facts and
draw conclusions
*Ability to solve problems in a timely manner and deal with a
variety of variety of variables to arrive at solutions when no
defined set of guidelines may exist
*Displays proficiency in planning and prioritizing work
activates, uses time efficiently and develops realistic action
plans
Qualities:
Dedicated customer service Representative 7+ years of experience in Retail, Debt management. Loan financial and Cellular industry. Consistently achieving record-high customer satisfaction rankings.
Respected builder and leader of customer-focus; instilling a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and company operations policies.
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Detail and results oriented
• Self motivated and driven
• Possesses social and professional skills to develop and maintain positive relationships
Professional Experience:
Money Management International (Consumer Credit Counseling)
Title: 03/2008 to 11/2011
Support Transition Counselor Specialist II
Team Lead Supervisor
Position Summary: The Transition Counselor II is responsible for all duties related to processing new Debt Management Plans. Duties include all aspects of client communication, auditing creditor policy, data entry, creditor encoding and general requirements to proactively ensure a positive start to the Debt Management Plan for clients. The Transition Counselor II works to resolve new client concerns effectively and efficiently while maintaining MMI’s high standards of customer service and confidentiality. This position also provides support, mentoring and assistance to Transition Counselor I and assists with escalated complaints.
Primary Responsibilities:
*Responds to client inquires through one-on-one telephone
inbound calls, outbound phone calls, written correspondence, or email as assigned
*Data entry, creditor encoding, file maintenance
*Provides personal attention to each client in a professional and responsible manner, while maintaining or exceeding monthly department goals
*Notifying the Counselor when client accounts need restructuring or re-counseling due to client needs or creditor requirements. This also includes clients who do not start the DMP within 60 days from the date of their initial counseling session.
*Explains features of MMI’s service and client responsibilities to clients. Sets expectations with clients and follows up on all outstanding client issues until resolved
*Explains creditor concessionary policies and DMP benefits to clients
*Maintains accurate and complete records including client file documentation, correspondence, and document imaging
*Resoles new client issues ranging from re-structuring the DMP, adding debts and establishing appropriate expectations of the DMP
*Counsels clients with special requirements such as priority creditors
*Makes proactive contact with clients who completed all aspects of the conversion process but do not make their first deposit
*Handles complex situations or facilitates transfer to appropriate level of management.
*Provides all client services in a manner that shows sensitivity to our diverse service population’s cultural and socioeconomic characteristics
*conducts basic re-counseling session if standard guideless are not met
*Promotes appropriate MMI programs and services to clients, maintains up to date knowledge of features and benefits of all programs and services
*Initiates action to execute or submit for approval of refunds and reimbursements on client accounts
*Assists with escalated complaints, research and/or challenging calls, as assigned
*Assists less experienced Transition Counselors and Support Counselors with complex and challenging issues
Cingular Wireless, AT&T (call center)
located in Baton Rouge, La
Title: 5/2004 to 11/2007
Customer Service Representative
Relocation Specialist
Billing Specialist
Technical Support Specialist
Click to Chat Web Specialist
Accept payments via credit cards, calling cards, and pre-paid cards.
Troubleshooting cell phones, pc card, and wireless equipments.
Assist customer with billing issues, making adjustments and crediting accounts by using data entry and mutli-line phone system.
Cancel, suspend, and restore various customers’ accounts.
Setup payment arrangements make billing and feature changes to accounts.
Relocating accounts for clients that have moved to different state by closing old existing accounts and make a new account
Assist clients by talking to them through internet by using click to chat web
Certifications:
MMI Support certification
FCRA Certification
FICO certification
Contact this candidate