Customer Service Representative

FERNANDO NICOLI

**** ***** ********** ** *******, AZ 85233

PHONE 602-***-**** E-MAIL *.******@*****.***

OBJECTIVE

To obtain a challenging position with opportunity for growth in which my experience and skills will notably influence service and overall profitability.

SKILLS

Fluency in both written and spoken Spanish and English

Microsoft Office 2000 (including Word, Excel, Access, PowerPoint, Outlook)

Typing (45wpm)

Team player / goal-oriented individual

Excellent interpersonal and communication skills, both written and spoken

EMPLOYMENT

2011-Present DRIVETIME Mesa, AZ

Collector 1&2

Collecting on delinquent car notes (7-80) days pass due.

Providing problem solving skills to help customers keep their vehicle.

Negotiating payment arrangements via electronic checks, money order, etc.

Help train representatives when needed.

Handle call volume and money collected to meet company expectations.

2007-2008 CITI FINANCIAL MORTGAGE Phoenix, AZ

Collector 1&2

Contact delinquent accounts (1-32) days pass due.

Negotiate with as many customers to solve delinquency issues.

Identifying and addressing early and late stage collections servicing requirements, needs/issues, volumes, time lines, etc.

Will collaborate with other Risk Operations departments to develop and oversee processes to achieve portfolio loss and expense objectives.

2006-2007 APRIVA Scottsdale, AZ

Technical Support

Performing specialized wireless hardware diagnostics, repairs, testing and network merchant support.

Investigates, analyzes, and resolves complex end-user hardware problems for wireless credit card terminals.

Builds, installs and configures wireless computer hardware software downloads, performs minor repairs to hardware.

Inspects and tests credit card terminals to prepare for end-users.

Providing sales and upgrading product to meet business demands.

2003-2006 YP.COM Mesa, AZ

Customer Service Representative

Responded to customers by means of the approved company scripts, responded to customer sign-up questions.

Applied company policies and guidelines to billing/credit issues.

Updated customer records and enhanced information.

Provided customers with promotional materials and information.

Achieving company demands in selling product and upgrading service.

1999-2002 T.D WATERHOUSE New York, NY

Electronic Brokerage/ Broker Trainee

Responsible for assisting potential and existing account holders with trades placed over the Internet via phone calls and e-mail inquiries.

Responsible for daily testing of website and its servers.

Handled phone calls concerning customer’s portfolios, stocks, mutual funds, options, risk management, banking, and trade research.

Provided accurate and timely information on market activity and development.

Education

2004-2005 Scottsdale Community College Scottsdale, AZ Associates of Arts in

General Studies obtained

2000 New York Film Academy New York, NY Film Production & Directing certificate obtained

1999 American Musical Dramatic Academy New York, NY Film and Television certificate obtained

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