I worked in a bank call center which did collection for the credit card department. We handled accounts that were less than 30 day past due to up to 120 days which is when an account will be charged off as a bad debt. I was able to explain the customer items on their bill and instruct them on how to avoid late and over the credit limit. I manage to deal with customers who could become very irate and help them to understand the need to make payments to their accounts. I was able to empathize with the customers and recognized when a hardship program or settlement for less than the balance might be needed. I was able to take direction from management and was able to perform my duties knowing that every move made was being recorded and possibly judged for performance values required. I mastered several computer systems need to perform my duties. I was able to work effectively and mange my time wisely so that no moment was wasted while talking to the customer. I was able to think on my feet and muliti-task while talking with the customer.

I worked for an employment agency that contracted to different business. I worked with Verizon DSL. I mastered the several difficult computer systems needed as well as learning the technical side to both ISDN and DSL. I sold customers the service who called in for information about the DSL service. I transferred to the logistics department because management noticed my ability to break down the details while still keeping the big picture in mind. I wrote service orders to install or correct the DSL. I handled phone calls when there was a problem with the orders. My manager recognized my attention to details and my ability to ferret out and correct problems others missed. I mentored several new employees and I also trained new and seasoned rep's

Responsibilities and ExpertiseRecruited to provide top-notch service. Processed inbound and outbound calls using a dialerResponded to advanced accounts with difficult situations, predicaments and concerns with professionalism and sensitivity.Dramatically enhanced customer-satisfaction rating by expediting all request and ensuring a high degree of accuracy.Master many different billing systems and explain, so the content is easily understood.Uses attention to details to ferret out and correct problems others missed.Perform contract analysis to take advantage of greatest savings for the customer.Manage accounts, understand ad explain many different service plans and their benefits.Able to condense huge amounts of info into a 1 or 2 page document for reference purposes.Train new employees and mentor employees who were having difficulties.Won a national quality award, had perfect attendance for years.Participated in implementing new paperless process, resulting in streamlined operations.