Account Resolutions Center Rep Resume Example Fidelity Investments

ACCOUNT RESOLUTIONS CENTER REP

Professional Summary

Account Resolutionsist /Call Center Representative with 3 years of experience in an office setting and various technical skills. Strong knowledge of Out bound and Inbound calling, customer service , and Microsoft programs. Skilled in managing competing priorities. Adept at managing individual projects, including scheduling, allocating resources, andmeeting project milestones. Proven ability to organize and prioritize tasks, working independently with little supervision. Work well under pressure and with diverse personalities using tact and diplomacy. Very resourceful and highly adaptable to change, new environments, and implementation of new systems. Eager to learn new and improved methods. Account analysis Professionalism Communication Skills Interpersonal Nerves of Steele Patience Attention to detail Great at cold calling/outbound calling Data management Product knowledge Customer relations Record keeping Problem resolution

Work History

Fidelity Investments- Account Resolutions Center Rep
Ann Arbor , MI06/2019 - 03/2020

Handled 400-500 outbound and inbound calls daily with goal of collecting owed debt.
Kept records of all conversations in Alpha database..
Followed up with offenders on regular basis in order to resolve the unpaid balances.
Processed payments , emailed/mailed payment receipts ,and kept records of authorization codes.
Faxed receipts to courts to verify payments or per request.
Provide empathy and understanding for angry offenders/callers.
Counseled debtors on payment options and arranged installment agreements.
Researched, analyzed and settled 50-70 disputes per week.
Trained new team members on scripts, company services and performance strategies and provided mentoring.
Negotiated to collect balance in full.
Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.

All My Sons Moving & Storage- Call Center Represenative
City , STATE12/2018 - 04/2019

Consulted with customers to understand their budget and suggest the best products to meet their needs.
Demonstrated in-depth knowledge and understanding of the moving add ons, pricing structure, and gross profit objectives.
Managing large amounts of inbound and outbound calls in a timely manner.
Following call center scripts when handling different topics.
Seize opportunities to upsell products when they arise.
Build sustainable relationships and engage with customers by taking the extra mile.
Keep records of all conversations in our call center database in a comprehensible way.
Frequently attending seminars to improve knowledge and performance level.
Implemented best practices in providing exceptional customer care support and satisfying customers.
Advised customers about estimated arrival date and described service ad ons and insurance policies.
Completed more than 200-300 calls per day by following scripts and maintaining good call control.

North Texas Auto Experts- Receptionist/Service Writer
City , STATE03/2018 - 11/2018

Answered telephone calls to provide information, take messages and set up appointments.
Managed incoming and outgoing mail and deliveries to support efficient office operations.
Set up waiting areas, as well as securing snacks and beverages for customers.
Greeted every visitor with a friendly smile and an immediate offer of knowledgeable assistance.
Wrote and distributed professional, error-free correspondence such as internal memos, email responses and professional letters.
Wrote and distributed professional, error-free correspondence such as approval request for certain mechanic jobs , email responses and professional letters.
Consulted with customers to understand their desires and suggest the best parts/brands to meet their needs.
Continuously classified and filed records to keep the system efficient and all information organized.

Skills

Ad
Alpha
Budget
Call center
Credit
Customer satisfaction
Customer care
Database
Debit
Email
Gross profit
Insurance
Inventory
Letters
Managing

Mechanic
Mentoring
Access
Mail
Money
Office
Ons
Pick
Policies
Pricing
Quality
Safety
Seminars
Scripts
Telephone

Education

R.L. Turner High SchoolCity, StateHigh School Diploma

Cashier Raising Cane' s Chicken FingersCity, State07/2017Reviewed the incoming jobs and assigned work to the correct mechanics to maintain a demanding schedule. Process payments by credit/debit cards, checks, and cash , also issuing receipts, change due and refunds due to customers Order/pick up parts from various vendors and dealerships. Met with customers to discuss price estimates and provide various parts and prices to provide the best options based on customers budget. Managed inventory of parts, scheduled customer appointments and ensured customer satisfaction. Answered calls or emails from customers and assisted with special requests or resolving complaints. Operated Point of Sale system accurately to process transactions and account for all money. Adhered to proper food handling, safety, and sanitation standards during food preparation, service, and clean up, including maintaining food at the proper temperatures. Prepared drinks for customers, including brewing coffee and tea on a regular basis. Maintained steady work pace to deliver hot, fresh, and delicious meals. Organized physical setup and breakdown of drink pitcher each shift. Maintained inventory of napkins, utensils, and other consumable supplies for easy access. Prepped and packaged simple foods like coleslaw, cane sauce and lemonade. Presented a cheerful attitude when assisting customers . Collected trash from the dining room and returned reusable items like trays to the kitchen for washing. Monitored the dining area and employee work stations to quickly clean up spills and restock supplies. Engaged customers in friendly conversations to build loyalty to the restaurant and encourage repeat visits. Assisted new team members with responsibilities through effective training, on-going mentoring, and hands-on support. Took orders and processed payments for dine-in, carry-out and drive-thru customers.

Resume Overview

School Attended

R.L. Turner High School
Cashier Raising Cane' s Chicken Fingers

Job Titles Held:

Account Resolutions Center Rep
Call Center Represenative
Receptionist/Service Writer

Degrees

High School Diploma

Account Resolutions Center Rep Resume Example

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