collections, customer service
Resume:
Darlene Smallwood
Virginia Beach, VA 23454
757-***-**** E-mail: *.*********@*******.***
PROFESSIONAL OBJECTIVE
Seeking a position that will utilize my superior customer service skills, administrative and management background that provides opportunity for professional and personal growth.
SUMMARY OF QUALIFICATIONS
Innovative and knowledgeable professional with approximately thirteen (13) years combined experience in the customer service and administrative industries creating and implementing new initiatives requiring little supervisory review or revision. Natural team leader with the ability to articulate ideals in a manner in which all team members would be able to follow in order to achieve desired results.
• Able to adapt to new techniques with ease • Detail oriented professional
• Superlative customer service skills • Proficient in Microsoft Office Suite
• Strong written and oral communication skills • Able to work well in high volume, high stress environments
• Works well independently or as team member • Types 50 words per minute with 100% accuracy
PROFESSIONAL EXPERIENCE
Air Wisconsin Airline Corporation, Norfolk, Virginia 06/10-Current
Flight Attendant
• Ensures safety of passengers’ onboard aircraft as well as provides top quality customer service according to US Airways brand to ensure customer satisfaction.
• Conduct compliance checks as authorized by FAA.
• Served beverages and snacks, in addition to assisting passengers with baggage and scheduled assigned locations.
• Greet passengers as they board aircraft, check tickets and advise customers of all requirements while on board the aircraft.
• Instruct passengers in the use and location of emergency equipment.
• Works as a team player with other crewmembers by communicating effectively and assisting in additional duties as required by in-flight-management.
Kelly Services, Greensboro, North Carolina 10/09-04/10
Claims Examiner
• Worked as a temporary employee for Lincoln Financial by processing annuity death benefits claims to beneficiaries.
• Contacted claimants by mail, phone or email ensuring that all mail correspondence was processed out in a timely manner.
• Conducted follow-up with claims to reduce wait time and ensure prompt pay out.
• Utilized various computer systems to input data and maintained 100% data integrity.
CSA Kuwait, Kuwait City, Kuwait 7/08- 3/09
Housing Specialist II
• Provided assignment and termination of TDY/Transient guests. Maintained billeting status board and updated all tent changes.
• Conducted lost and found baggage accountability and procedures for inventory.
• Directed assigned Transient billeting staff; as well as, ensured all safety requirements were adhered to in accordance with the AR/SOP and Safety Plan.
• Logged tent deficiencies into GTS and also submitted/verified completion of work orders. Performed inventory and conducted routine maintenance inspection.
• Coordinated repair/service for gators with TMP.
• Ensured proper accountability through sub-hand receipts.
• Oversaw and conducted on the job training to subordinate team members as needed.
PSA Airlines/US Airways Express, Charlotte, North Carolina 6/05-6/07
Flight Attendant
• Ensured safety of passengers’ onboard aircraft; as well as, provided top quality customer service.
• Conducted compliance checks as authorized by FAA.
• Served beverages and snacks, in addition to assisting passengers with baggage and scheduled assigned locations.
• Acted as team member with other crewmembers by communicating effectively.
• Groomed aircraft after deplaning of passengers and conducted safety checks of all safety equipment.
• Reported inaccuracies of safety equipment or aircraft violations to airline officials.
• Conducted announcements for successful boarding and deplaning of aircraft.
• Ensured first aid kits and other emergency equipment were in working order.
• Greeted passengers as they boarded aircraft, checked tickets and advised customer where to store carry on items.
• Instructed passengers in the use and location of emergency equipment.
Bank of America, Greensboro, North Carolina 9/03-3/05
Customer Service Representative
• Received inbound calls from consumers regarding their mortgage accounts.
• Explained and resolved issues with customer escrow account.
• Collected on past due accounts less than 30 days delinquent and transferred call to appropriate department on seriously defaulted loans.
• Deepened and broadened relationships with customers by offering and selling accounts, lines of credit, checking and savings accounts.
• Provided customer service, computer usage and selling techniques training to new hires.
• Handled difficult calls from less experienced associates in order to resolve any additional issues regarding the customer’s account.
CitiFinancial Auto, Charlotte, North Carolina 11/99-11/02
Team Leader
• Supervised 24 associates in a collection call center setting.
• Trained, developed and monitored associates as necessary.
• Monitored calls periodically to ensure associates followed protocol in regards to proper collection techniques as well as ensured associates followed FDCPA guidelines.
• Conducted performance appraisal and disciplinary actions as needed.
• Resolved difficult calls from customers in order to resolve issue with payment, late fees etc.
• Repossessed automobiles when all other remedies were exhausted.
• Met and exceeded team goals on a monthly basis.
• Monitored live calls as well recorded calls regarding customer interaction and used for positive reinforcement, feedback and performance.
Ford Motor Credit, Greensboro, North Carolina 10/98-7/99
Collection Representative
• Placed and received calls from consumers regarding their past due auto loan.
• Handled accounts from beginning to end in regards to collections efforts, offered assistance in helping customer bring account up to date by offering solutions that would meet the company needs as well as the customer.
• Offered deferments, refinancing as an option.
• Conducted skip tracing on delinquent accounts in order to locate customers and resolve delinquent accounts.
• Assisted with research on misapplied payments, credit bureau disputes and credit bureau reporting.
• Set accounts up for repossession when all efforts had been exhausted in collection on loan.
US Airways, Inc, Winston-Salem, North Carolina 9/96-9/98
Reservation Sales Agent
• Responded to airline customer needs by answering questions, planned travel itineraries and resolved customer issues on the phone.
• Promoted and sold US Airways services and provided travel information and prices to consumers interested in purchasing travel.
• Utilized SABRE reservation system as a means of booking tickets and for correct fare calculations.
• Assisted customer with seat availability, meals, lost baggage, schedules, etc.
• Trained new hires on airline reservation system and selling techniques.
EDUCATION
Bachelor of Arts, English and Mass Communications Bennett College for Women
111 semester hours completed Greensboro, North Carolina
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