Customer Service Management

Latosha Brooks

**** ****** ** **********, ** ****1

334-***-****/***********@*****.***

Objective

Seeking a challenging career that allows me to utilize my professional skills, educational background, and ability to interact with a wide variety of people. Self-motivated, able to work independently & as a team member. Excellent time management & communication skills.

EDUCATION

Bachelor of Science in Criminal Justice, Alabama State University, Montgomery AL, 2010

HONORS: Dean’s List

Courses: Criminal Investigation, Research Methods, Criminal Law II,

Criminalistics, Law Enforcement, Criminology, American Court system.

EXPERIENCE

Account Representative, NCO Financial, Montgomery AL 9/05-Present

Customer Service Associate, Movie Gallery, Montgomery AL 5/03 - 5/05

• Handle a high-volume of outbound/inbound calls pertaining to collection accounts.

• Deal with a wide range of people in a fast-paced & time-sensitive environment.

• Review & classify accounts, use computer to access database for obtaining &

entering data.

• Skip trace to verify locations of persons or businesses.

• Prioritize and manage multiple responsibilities, Meet department goals.

• Compile & analyze data for monthly reviews.

• Maintain a working relationship with linguists & dealers.

• Assigned to handle NSF/Return payment accounts.

• Review & determine if accounts can be reinstated based on historical data;

• Assigned to disconnect service of high-risk accounts; Place restrictions if

needed.

• Enforce company's guidelines; Avoid legal challenges by complying with legal

requirements.

• Uncover fraud by monitoring suspicious account activities.

• Investigate & report signs of misuse.

• Provided excellent customer service face-to-face and by phone.

• Actively listens, show empathy & engage.

• Reconcile customer disputes; provide financial counseling. Negotiate

• Protect customers & keep information confidential. Secure personal information to

prevent fraud activity.

PROFESSIONAL INTERNSHIP

Montgomery County Court Juvenile Division, Montgomery AL, 2009.

SKILLS

Communication skills: written, verbal, typing.

Excellent time management skills, Highly Flexible.

Office Skills: Microsoft word, excel, WordPerfect, windows xp & Internet.

Operating equipment: Multi-function phone (multiple lines, transfer, hold, conference, etc.),

computer, printer, fax, & copier.

Contact this candidate