Customer Service Manager
Resume:
CYNTHIA A FIELDS
Houston, TX **096
**************@*****.***
Career Objectives
To obtain a position, utilizing my customer service, collections, administrative and data entry skills with the opportunity for growth
Summary of Qualifications
Problem resolution, computer literate, meet deadlines, self starter, customer service, meet exceed goals, time management, collections, organizational skills and administrative support.
Work Experience
Administrative Support Volunteer Worker Dec 2010 – Current
Church At Bethel Family Houston, TX
• Support members and non-members complaints to answer questions in reference new member orientation, baptism procedures and scheduling dates.
• Support the work of office administrative or customer service employees to insure adherence to quality standards, deadlines and proper procedures in correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems and resolving escalated complaints or disputes. Implement procedures and service standards in conjunction with management.
• Discuss job performance problems with manager and employees to identify difficult issues to work on resolving problems.
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Collector/Documentation Analyst Mar 2008 – Sept 2010
Chase Auto Finance Corp Houston, TX
• Reviewed and processed documents on retail, balloon and lease products submitted by the automobile dealers to ensure the guidelines are in accordance to policies and procedures.
• Entered and updated financial data information that was received on the imaged loan documents from the Web desk imaging system to the mainframe system for potential contracts to be disbursed for funding or returned to the dealers.
• Reviewed supporting documents to determine the accuracy and any potential funding issues.
• Handled complex auto loan inquiries and resolved pending contract issues. Collected on past due accounts and posted payments to accounts as needed.
• Followed up with individuals with past due accounts and made reminder calls as necessary.
• Provided excellent customer service and produced high quality results. Followed all rules, regulations and procedures to ensure legal compliance of various loan programs and accuracy of documentation.
Skip Trace Collection Manager Jul 2004 - Nov 2007
LTD Financial Services Houston, TX
• Reviewed production in a call center environment and created corrective action plans as needed.
• Researched returned mail and obtained forwarding addresses and correct phone numbers to reach individuals with delinquent accounts, entered and updated individuals information on computer database.
• Assisted collectors with resolving debtor’s issues.
• Follow-up calls to debtors for payment arrangements and verified validity of payments with various banks daily.
• Collected long term past due accounts and posted payments as received.
• Managed payroll for collection employees and forwarded information to Human Resources.
• Provided late fees, settlements, returns and payoff information with excellent customer service.
• Followed all rules, regulations and procedures to ensure quality service, efficiency and productivity.
Account Documentation Clerk Sept 2002 – Jul 2004
Coastal Banc/Hibernia Bank Houston, TX
• Processed required documents and information for individual and business accounts.
• Identified all legal documents that are needed for various types of accounts. Maintained updated files for signature cards and prepared daily reports.
• Posted transactions to general ledger accounts and balanced accounts. Faxed, mailed documents, and information to customers as needed. Reviewed accounts and made necessary adjustments.
• Maintained confidentiality and security of customer personal information.
Commercial Accounts Collector Jul 2001 – Aug 2002
LTD Financial Services Houston, TX
• Contacted customers regarding their delinquent business accounts and provided excellent service. Initiated appropriate follow up actions regarding company name changes.
• Reviewed and adjusted settlements, misapplied payments, overpayments and payoff amounts.
• Resolved problems and provided necessary information to customers.
• Entered and updated information on computer database.
Sr. Loan Operations Administrator Feb 1993 – Apr 2001
Texas Commerce Bank/Chase Bank Houston, TX
• Entered and updated customers and collateral loan information into computer database.
• Maintained and updated files, records and other documents.
• Released liens and provided deeds or titles to customers while providing excellent service.
• Contacted city or county offices as needed to obtain information or documents.
Reviewed, tracked and updated missing information on financial inquiries or documents.
• Prepared and distributed weekly reports.
• Faxed and mailed documents and other correspondence such as denials and rejections.
• Trained the new loans staff.
• Balanced mortgage payments and performed other duties as directed.
Education
Bish Mathis Institute-Accounting Certificate Monroe, LA
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