CBNA Consumer Collections Specialist Resume Irving, TX - Hire IT People

SKILL:

PROFESSIONAL EXPERIENCE:

Confidential | Irving, TX

CBNA Consumer Collections Specialist

Responsibilities:

Inbound/Outbound calls to clients currently in a delinquent status on checking/savings accts, secured/unsecured loans, lines of credits and mortgage accounts. Process payments and protect customer personal account info.
Review accounts for accuracy of info and review acct history. Work out programs and negotiate payment arrangements to clients that may be going through a financial hardship and offer suggestions on how to meet payment obligations that would benefit both the client and company.
Ensure all accounts are updated with in depth and accurate notes and ensure all company guidelines and regulations have been met.
Navigate within different systems and applications to ensure providing client with accurate and up to date acct info. Update accts to ensure all contact info is up to date.
Assist other departments within Citi to ensure clients questions and concerns are resolved with a 1-call resolution.
Maintain customer and company confidentiality. Follow company policies and guidelines and maintain a calm professional demeanor while handling calls.

Confidential | Irving, TX

Business Service Analyst

Responsibilities:

Wholesale Telecommunications-Process billing, activating, disconnecting and maintaining wholesale customer accounts and phone lines for wireless and wire-line businesses. Extract information to process data requests for multiple system applications. Run macros for documenting and tracking orders.
f new hires. Created new, and improved existing documentation for coaching and of new and current employees. Manage and oversee new projects for all reps on team. Quality Assurance/control and call monitoring. Grade calls, ensure call compliance is met on each call and coach reps on missed opportunities or call fails.
Account maintenance and data entry- Identify and solve problems while developing relationships with other departments to resolve customer issues.
Ensure all newly entered and pre-existing accounts are updated accurately with correct information to reduce errors and increase revenue for the company.
Ability to prioritize, multi-task, analyze, perform well under pressure and meet deadlines.
Write and execute test cases, provide root cause analysis for errors/defects. Document and track findings.

Confidential | Plano, TX

Customer Service Team Lead

Responsibilities:

Review all internet, phone and faxed orders and distributor applications to ensure accuracy.
Display professional written and verbal etiquette when speaking with management and business owner professionals. Use time management to prioritize daily tasks and goals.
Help all new distributors build their business by creating new accounts, provide all necessary company guidelines, rules and regulations, and help distributors explain company policies and procedures to their customers.
Assist team of 17 reps with any questions, acct research, system overrides, escalations/supervisor calls and complex scenarios.
Enter web order demographics into order management system for future marketing and analysis.
Interview and train new hires/ enter time and payroll.
Accounts payable and receivable.