Customer Solutions Specialist Resume Example

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(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Proven history of increasing customer satisfaction. Personable and dedicated Customer Solutions Representative with extensive experience in the automobile industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • High-energy attitude
  • Keen understanding of the ultimate customer experience
  • An eye for opportunities to improve service
  • Superb client satisfaction skills
  • Ability to navigate the internet and search for information
  • Above average ability to achieve goals
  • Technologically savvy
  • High standard of accuracy written and verbal communication
  • Avaya Phone System
  • Outlook
  • Dialer
  • Troubleshooting
  • Microsoft Office
  • Microsoft Word
Education and Training
Westside High School Jacksonville, FL, Expected in 06/1988 High School Diploma : - GPA :
Praxair, Inc. - Customer Solutions Specialist
Roanoke, VA, 07/2018 - Current
  • Work quickly and accurately to contact customers to determine a reason for payment delinquency, and negotiate payment commitment while maintaining a professional nature.
  • Utilize computer system for tracking, information gathering, and troubleshooting to complete phone calls, and meet required performance standards and metrics.
  • Maintain strict confidentiality, respond to customer inquiries via phone, workflows, and emails within an established time frame.
  • Document all accounts accurately, clearly and concisely noting the reason for the hardship and potential repossession loss as well as adhere to all state and federal laws in handling of accounts.
  • Identify potential loss situations and make appropriate recommendations to mitigate loss. Skip trace customers whom we've lost contact with. Attention to detail coupled with professional phone etiquette.
  • Integrated process improvements to increase overall workflow.
  • Introduced a template to efficiently assist Workforce and IT with tracking system issues.
  • Offer constructive criticism regarding quality assurance on collections team phone calls.
  • Maintain production schedules based on productivity, company needs and seasonal plans.
  • Coordinated with internal departments to maximize operational efficiency.
  • Motivate and empower team members to work to build customer satisfaction and loyalty, to support retention and growth.
Creditors Adjustment Bureau And The Law Offices Of Kenneth J. Freed - Collection Representative
Sherman Oaks, CA, 10/2014 - 01/2018
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Reasoned with customers and attempted to negotiate full balance payments.
  • Utilized skip tracing resources such as background checks and loan documents.
  • Handled, researched and settled up to 200 disputes weekly.
  • Used effective questioning techniques to clarify why debtors were delinquent.
  • Upheld privacy and security requirements established by the Fair Debt Collection Practices Act.
  • Advised debtors on payment options and set up payment plans.
  • Entered customers' financial status information into system.
  • Maintained consistent high performance by establishing a solid record of exceeding objectives as outlined by management.
  • Completed skip traces on customers failing respond to collection efforts.
  • Recorded information about customers' financial status and collections status efforts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Processed payments over phone and set up recurring drafts.
  • Mentored new members on scripts, strategies and company information to maximize performance.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Reviewed accounts to determine payment plan compliance.
AutoTrader.Com Inc. - Dealer Concierge
City, STATE, 04/2008 - 01/2013
  • Assisted customers with issues related to the advertisement of their inventory on the company's website.
  • Provided responsive, timely telephone and email support to Dealer Customers and Sales.
  • Identified the preferred communication methods and styles of each salesperson within the assigned territory.
  • Resolved issues upon initial contact (i.e. first call resolution), whenever possible. Managed and tracked all problems to resolution, even when delegated to other departments.
  • Facilitated retention communications, as requested by Sales.
  • Worked with Sales to identify, document, and follow any exceptions to the standard processes.
  • Recommend improvements in product usage, and services to produce leads, and prevent future problems. Utilized various systems to troubleshoot& resolves issues.
  • Exceeded department expectations for productivity and accuracy levels.
  • Explained to clients how specific types of advertising helps promote customer products or services.
  • Managed high volume accounts for leading automobile dealerships.
  • Used persuasive techniques to overcome objections and close new sales opportunities.
  • Negotiated pricing following company procedures to close sales with new dealerships.

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Resume Strength

  • Formatting
  • Length
  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job
  • Typos

Resume Overview

School Attended
  • Westside High School
Job Titles Held:
  • Customer Solutions Specialist
  • Collection Representative
  • Dealer Concierge
  • High School Diploma

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