Jessica Claire
- Montgomery Street, San Francisco, CA 94105
- (555) 432-1000
- resumesample@example.com
Career Overview
Collaborate with supervisors on the day-to-day management of 30 call center employees. Ensures team member adherence to schedule to meet service level. Mentor team members to ensure they are achieving departmental goals. Monitor inbound and outbound calls for quality and compliance expectations. Excels at interfacing with others at all levels to ensure organizational goals are attained. Excels within a highly competitive environment where leadership skills are the keys to success. Experienced in handling loss mitigation retention/liquidation customer inquiries including escalated issues.
Core Strengths
Microsoft Office, MSP (Fidelity), Early Resolution, Avaya, Equator and Total View. |
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Accomplishments
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Service Excellence Nominee 4th Quarter 2010, 1st Quarter 2012.
Work Experience
Remediation Analyst, 06/2015 to Current
Allianz – Casablanca, MA,
Allianz – Casablanca, MA,
- Demonstrating thoroughness & superior research skills in all customer responses.
- Creating accurate, professional, customer-friendly correspondence.
- Promoting a positive image of Wells Fargo by responding to incoming correspondence in accordance with external and internal policies and procedures.
- Producing grammatically correct, clear, and concise responses to customers.
- Working independently to complete a variety of tasks within department SLA guidelines.
- Locating customer account(s) in various systems and following internal procedures for responding to customers in an accurate & timely manner.
- Partnering with other departments or 3rd party agencies to locate loan information.
- Multi-tasking & prioritizing work to flex to the departments needs.
- Achieving consistent positive customer experiences through high levels of quality & productivity .
- Exhibiting excellent attention to detail & effective use of resources to locate information.
Collections/Liquidations Team Lead, 06/2008 to 06/2015
Us Bank – Napa, CA,
Us Bank – Napa, CA,
- Coordinates and monitors daily activity of a collection team
- Coaches team members that are not achieving department goals.
- Develops performance improvement plans and recognition programs for team members.
- Monitors inbound/outbound calls to ensure customer satisfaction is met while maintaining our site's service level goal.
- Understands State and Federal regulations governing collection practices
- Entrusted by management to fill in as a supervisor for a team of 15-18 representatives
- Resolves escalated issues from customers, relator's, and attorneys.
- Educates customers and third parties, including realtor's and attorneys on short sale process and retention options.
- Facilitate training for new hires and existing employees on procedures and policies.
Collector 3, 09/2006 to 06/2008
Credit Acceptance Corporation – Oregon, OH,
Credit Acceptance Corporation – Oregon, OH,
- Performed quality assurance checks on team members to ensure excellent customer service .
- Answered questions for team members placed in customer service roles.
- Trained over 200 team members on new processes and procedures.
- Member of the Senior Resolution Line.
- Assisted over 50 customers on a daily basis while maintaining the site's average handle time goal of 440 seconds.
- Handled inbound/outbound calls on a regular basis.
- Reviewed financial statements and offered work out options to fit the needs of the customer.
- Assisted with FHA loss mitigation phone team by reviewing documents and communicating with borrowers.
Collector, 06/1999 to 09/2006
Aurora Health Care – City, STATE,
Aurora Health Care – City, STATE,
- Handled incoming questions regarding benefits, eligibility, and authorization for customers.
- Facilitated training for new hires and existing employees on procedures and policies.
- Processed medical letters and x-ray examinations.
- Provided backup for the member placement team.
- Collected on delinquent patient accounts including locating customers with delinquent accounts where no contact information was available.
- Handled over 75 calls per day.
- Responsible for billing invoices to be sent to customers in a timely manner.
- Implemented a new procedure for increased production and collection practices.
Educational Background
Bachelor of Science: Business Management, Expected in 2017
Upper Iowa University - WDM, IA
Upper Iowa University - WDM, IA
Continuing education in Business Management
High School diploma: General Studies, Expected in 1998
Project Stay Senior Institute - Milwaukee,
Project Stay Senior Institute - Milwaukee,
3.5 GPA
Member of the All Star Reader's Club
Skills
Customer satisfaction, Excellent customer service, Microsoft Office, Excellent communicational skills
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School Attended
- Upper Iowa University
- Project Stay Senior Institute
Job Titles Held:
- Remediation Analyst
- Collections/Liquidations Team Lead
- Collector 3
- Collector
Degrees
- Bachelor of Science
- High School diploma
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