Customer Service Representative Resume

SUMMARY OF QUALIFICATIONS:

20 years combined experience in Customer Service, Consumer and B2B Collections Formerly Certified FDCPA Collector for Consumer and B2B Collections Knowledgeable in Skip Tracing and 3rd Party Collection Techniques Successfully Collected against Consumer/B2B Aged AR Accounts Proficient in Customer Relationship Management application in Oracle ERP system Possess Hands - on collections experience in a Call Center environment Outstanding Communications
Negotiation and Interpersonal skills Excellent Verbal and written Communications skills Goal Driven, Self -Starter and Team Player Open and Eagerly learns new business practices and processes

PROFESSIONAL BACKGROUND:

Customer Service Representative

Responsibilities:

Assisted 200 (+) Customers with TXTag Account Resolutions per week
Researched Customer Records for payment history and payment setup
Processed a High Volume of Inbound Calls/Requests for Course Transfers/Re-enrollment
Satisfied internal/external customer issues in a timely and professional matter
Maintained 500(+) Customer Records in Oracle CRM tool to drive Sales/Marketing/Service
Processed Re-enrollments, RMA’s, returns and refunds for Customers within the 50 States
Provided technical support to On-line Course Users and shipped hardcopy course materials
Greeted Customers and VIPs in a professional, courteous and friendly manner
Processed a heavy volume of Inbound Calls (50 per day) and directed calls to the Sales Staff
Processed Customer Purchase Orders via phone, fax or email in a timely, proficient manner
Confirmed Customer Purchase Orders before release to the Distribution Department
Utilized (AS400) for generation of customer billing/invoices for payment
Drafted correspondence/memos for distribution to Branch Plants within the West Region
Advised the Regional Operations Manager on Branch Plant and Customer Service issues
Maintained the Plant Records, Supplies, Equipment and scheduled equipment maintenance

Lead Collections Representative/AR Specialist

Responsibilities:

Performed Collections Role in accordance with FDCPA and company procedures
Managed 1000(+) delinquent Credit Card (CC) Accounts (Aged 90 days to 3yrs)
Processed a Diverse Collection portfolio i.e. Credit Cards/Utilities/Supplies/Medical Accts
Successfully collected $30,000 per month against Bank of America and Capital One accounts
Contacted 150-200 Credit Card Debtors per day in various states for payment request
Collected against Blockbuster/Jack in Box/Pizza Hut for non-payment of helium supplies
Contacted Medicare/MediCal and other Out Patients with delinquent accounts for payment
Processed Customer payments via Check/Money Order/Wire Transfer/Credit Card
Utilized Skip Tracing technique to successfully locate Consumer Debtors
Negotiated payment terms and setup monthly payment plan for delinquent customers
Drafted/Mailed Dunning Letters to delinquent Credit Card Customers (B2B/Consumers)
Updated the Collections database with accurate/detailed notes for follow-up activities
Forwarded non-compliant debtor accounts per company procedure for legal recourse

COMPUTER SKILLS: Proficient in Microsoft Word, Excel, Outlook and Internet applications, Oracle CRM, JD Edwards Proficiently type 40(+) wpm; 10-key by touch 9000(+) kph

EMPLOYMENT HISTORY:

Conduent (Chase Source) Escalation Customer Services Austin, TX

Self Employed Jazzie’s Jewelry Lake Elsinore, CA

Kaplan Financial Customer Service Rep(layoff) Lake Forest, CA

Viking SupplyNet Customer Service Rep Fullerton, CA

Arrow Financial Services Collections Specialist San Diego, CA

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