Dynamic, ambitious and educated Business Support/Customer Service with a broad base of  experience in client relations, research, problem solving, and process improvement, eager to integrate solid work history, superior communication and leadership skills toward supporting the goals of a progressive organization. 

Core competencies include:

 

   Relationship Building/Cultivation

   Analytical & Quantitative Skills

   Strategic Research & Analysis

   Data Flow Management

   Follow Up and Problem Resolution

   Quality Control/Detail Oriented

   Workflow Planning/Prioritization

   Interpersonal and Communications Skills

 

 

2009 to Present:  Bank of America, Hunt Valley, XXXXXX - Senior Customer Service Representative

   Leverage strong client relations and communications skills to successfully and effectively resolve customer issues and complaints; track customer information in database and document resolution outcomes.

   Follow up with clients as needed; manage a high volume of telephone inquiries, effectively manage multiple tasks in a fast paced setting, and maintain compliance with all corporate requirements for customer interaction and documentation.

   Act as liaison to Field staff in resolving escalated issues; analyze and interpret data from multiple computer systems to get a realistic view of issues, and initiate customer contact to explain charges,  policies and procedures as needed.

   Apply strong understanding of billing and interest transactions to explain details on statements, fees and other related issues.

 

2001 to 2009:  Bank of America, Hunt Valley, XXXXXX - Senior Collector

   Utilized knowledge of technical proprietary applications, skip tracing and predictive dialer processes to enhance productivity and consistently exceed performance goals.

   Performed extensive billing and collections functions for the Banking Collections Services area; consistently exceeded 85% key performance goal utilizing in-depth knowledge of rules and Fair Debt Collections Act.

   Contributed toward the training and supervision of other staff members; identified and made suggestions for process improvements and attended all training sessions to optimize performance levels.

 

2000:  Bank of America, Hunt Valley, XXXXXX - New Account Specialist

   Applied strong customer relations, marketing and communication talents toward supporting new account goals.

   Led alumni taskforce to manage challenging accounts and provided financial options to clients to help reestablish a good relationships after default situations.

   Selected by management to provide telesales training for new candidates.

 

Additional Related Experience

1999 to 2000:  Syms Department Store, Towson, XXXXXX - Sales Associate

1997 to 1999:  Casual Male, Towson, XXXXXX - Assistant Manager

1996 to 1997:  Auntie Anne s Pretzels, Towson, XXXXXX - Team Member

 

 

American Military University, Manassas, Virginia - In Progress:  Masters of Arts, Homeland Security

Coppin State University, Xxxxxx, Xxxxxx - 2010:  Bachelors of Science, Management Science and Economics