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| Desired Industry: Customer Service/Technical Support |
SpiderID: 14444 |
| Desired Job Location: newport news, Virginia |
Date Posted: 8/1/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 8/20/07 |
| Desired Wage: 25500 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: No |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
To find a company that i can grow with and have a career, not just a "job"
Experience:
Melissa Hulse
8919 Goshen Lane
Port Richey, FL 34668
727-271-4353
Qualifications
Proactively takes on assignments. Can explain complex topics to customers/clients and peers. Checks all resources before coming to peers or supervisors with questions. Works hard to keep abreast of new system enhancements. Builds good rapport with customers/clients. Eager to contribute to the growth of a progressive company. Able to work in a high call volume call center. Professional appearance and advanced interpersonal communications. Highly motivated, strong work ethic, available as needed for training, overtime, etc. Able to work in a multi-task environment
Experience
Nextel
Sept 2005- Feb 2007 Account Services/Retention Rep Hampton, VA
Responsible for taking inbound calls from Nextel customer who want to cancel their account and using save tactics to keep them as clients. If needed cancel customer, order new products, offering/changing rate plans, give adjustment, credits or discounts. Also responsible to resume account for customers. If call is routed wrong I am responsible to handle call to the best i can before transferring it. One call resolution. If call is handled by a different department, then i have to transfer.
National Foundation for Debt Management
August 2004-July 2005 Certified Credit Counselor Clearwater, Fl
Major responsibilities were to educate consumers/potential clients on how to handle there debt. Was responsible for getting consumer’s debt information and doing a debt assessment letting them know how much debt they had and how debt consolidation may or may not be there best solution. In events where consumer had high living expensive, example electric bill was responsible to inform them of state assistance for discounts. If debt consolidation was the best option then I was responsible to up sell to consumer to have them enroll into the organizations programs. Inbound and outbound calls on acd, also pulled leads from internet inquiries. Responsible to get banking and social security information. Had to overcome consumer’s objections with rebuttals. Went thru training thru NIFCE and testing to be certified nationally for this position.
Mortgage Investors Corporation (MIC)
May 2003-April 2004 Supervisor/Verifier St Petersburg, Fl
Job duties include monitoring appointment setters to make sure they are following the guidelines of the company and rebuttals for a sales/telemarketing environment, coaching and development, handling personal situations such as write ups and other concerns. Monitor on a daily basis to make sure guidelines and proper customer service being used. Responsible to be aware of any changes and make sure appointment setters are aware. Verifying leads for appointment setters to make sure they are qualified leads. Taking over a call for the appointment setter when necessary. Also take inbound and outbound calls setting up appointments for VA refinancing.
Bank of America
Oct 2001-March 2003 Senior Consumer Banker Tampa, Fl
Job duties include answering between 75-150 calls a day assisting account holders with questions on their checking/savings, CD/IRA, LOC/loans, and credit card accounts. Also must deepen the relationship between the bank and customer by offering products to better the needs of the customer. Also responsible to make sure customer call is a one-call resolution. Must be very detailed and able to explain complex issues in a way the customer can understand. Had to make customer aware if they were behind in a payment and get a promise to pay.
Responsible for opening and closing accounts, and handling questions and concerns in an expeditious way.
MCI
September 1998 - July 2001 Account Manager/CSR Pinellas Park, FL
Took inbound calls for the Chrysler Financial Project. Assisted customer service representatives with questions concerning accounts. Responsible for taking calls from account holders who felt the need to speak to a supervisor. Floor walked for new classes that came onto the floor (answer questions face to face). Engaged with one on ones with new representatives who were in the need of extra training learning the procedures for the project and handling calls in a timely manner. Developed training material. Communicated with Chrysler Financial branch offices through the U.S and onsite managers to resolve customer's concerns. Handled issues such as late fee waivers, title issues, explaining contract terms and loan types.
Norrell Employment Service
May 1998 - September 1998 Temp Clearwater, FL
Worked as a temp at MCI
Special Data Processing
1997 - 1998 Telemarketer/Sales Largo, FL
Worked as a temp at MCI
Special Data Processing
1997 - 1998 Telemarketer/Sales Largo, FL
Took inbound calls entering callers into a sweepstakes and then offering them magazine subscriptions.
Mercury Medical
1997 1998 Accountant St. Petersburg, FL
Managed numerous medical company accounts. Filing and data entry.
Southeast Wholesalers
1996 - 1997 Customer Service St. Petersburg, FL
Took inbound calls and processed orders from clients who wished to purchase window dressings.
Best Western
1992 - 1994 Housekeeper Matamoras, PA
Education
PennFoster- currently enrolled for Medical Billing and Coding
Northampton Community College 1994-1995
NIFCE Training- needed for a previous job
Certifications
NIFCE Credit Counselor, national certification
Skills Microsoft Windows, Fax, Copier, 10 key, Word, Office, beginner at Power Point and Excel (just learned due to needing it for my medical billing and coding class), Can type 50 wpm
Education:
Northampton Community College 1995-1995
Pennfoster.edu feb 07 to present, earning medical billing and coding certificate
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
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