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Debt Restructure Account Specialist Resume Example

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DEBT RESTRUCTURE ACCOUNT SPECIALIST
Summary

Account Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights
  • Exceptional customer service
  • MS Office proficient
  • Account coding specialist
  • Strong sense of banking ethics
  • Reliable
  • Conflict resolution proficiency
  • Excellent communication skills
  • Team player
  • Organized
  • Strong work ethic
  • Flexible
  • Strong problem solving ability
Accomplishments

Exceeded corporate target for customer satisfaction for 4 months in a row.

Managed call flow with up to 4 calls in queue per minute.

Experience
Debt Restructure Account Specialist 01/2009 to Current Citigroup Irving, TX
  • Started working in Citi Cards before being promoted to Debt Restructure Department - Citi Client First in 01/2009.
  • In Citi Client First Department - assisted customers with multiple accounts pertaining to many financial services offered within the organization.
  • Resolve payment arrangement inquiries, research, communications with external customers Handled high volume of inbound/outbound calls both through auto dialed and manually dialed calls in reference to accounts with active delinquency status.
  • Built valued client relationships by actively listening, empathizing sincerely and extending help to resolve delinquency on accounts.
  • Provided referral opportunities to grow portfolio and anticipate financial needs by offering solutions through a wide range of products, services and tools.
  • Effectively handling inquiries and taking ownership to provide our clients with superior customer service in a timely manner.
  • Demonstrating sound judgment and professionalism in decision making/problem solving
  • Provided accurate and appropriate information in response to customer inquiries.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
Volunteer 11/2012 to 12/2012 Plano Community Charity Plano, Tx
  • Helped with emergency financial assistance by donating canned foods , clothes and even cleaning furniture for donation.
  • With genuine compassion, i was able to lend a hand while enabling the less fortunate to retain their dignity.
Collections Representative 02/2008 to 12/2009 Citigroup Irving, TX
  • Resolve payment arrangement inquiries, research, communications with external customers.
  • Assist other areas of the Collections Support Department including queue management of accounts .Maintain pertinent account information.
Lab Assistant 02/2008 to 12/2009 North Lake College Irving, TX
  • Utilized a networking lab to allow and help students to do the hands-on projects of building and configuring local area networks including routing & switching.
  • Verbal communications with students and professors on an ongoing basis on projects.
  • Assisted in other areas of implementing, verifying and troubleshooting local and wide-area enterprise networks.
  • Maintain pertinent network information including work arounds in resolving systematic pc issues.
Job Coach 07/2009 to 09/2009 Citigroup Irving, Tx
  • Selected to coach in debt restructure- Citi Client First Department during the July release .
  • Flow walking in ensuring that the work flow is productive and finding a solution to a problem ,including work arounds in resolving systematic PC issues with my co-workers.
Education
BBA: Information Systems Spring 2010 The University of Texas Arlington, TX

Coursework in Finance and Business Development
CCNA (Cisco Certified Network Associate) 2008 North Lake College Irving, TX
CCNP (Cisco Certified Network Professional) 2008 North Lake College Irving, TX
Associate of Science: Business 2007 North Lake College Irving, TX
Additional Information
  • Transfer Honors Scholarship - The University of Texas at Arlington - Spring 2010
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Resume Overview

Companies Worked For:

  • Citigroup
  • Plano Community Charity
  • North Lake College

School Attended

  • The University of Texas
  • North Lake College

Job Titles Held:

  • Debt Restructure Account Specialist
  • Volunteer
  • Collections Representative
  • Lab Assistant
  • Job Coach

Degrees

  • BBA : Information Systems Spring 2010
    CCNA (Cisco Certified Network Associate) 2008
    CCNP (Cisco Certified Network Professional) 2008
    Associate of Science : Business 2007

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