Samuel Nichols Email and Phone Number

Assisted with communications between Repair Technicians and Customers to ensure complete repairs in a timely fashionMaintained goals set by leadership on a day to day basis with call volumeAssisted with Business to Business communications to ensure repair requests are made in a timely mannerMaintained database of repair tickets in AS400

Managed and maintained various databases, primarily in Excel and CRM SoftwareMade outbound attempts to verify and support sales appointmentsMade orders regarding materials for completed sales appointments and scheduled installationsFollowed up on orders and appointments to ensure completion of installationsCreated invoices and verified customer information in AS400

Assessed incoming credit applications to determine credit worthinessFollowed security measures and verified Identity when neededReviewed Credit history and identity on accounts via Credit Reporting and TransUnion databasesFollowed up with Customers and In-Store Reps when needed for requesting additional verification documentationMaintained notes and steps taken in AS400

Worked and trained in 2 projects:Continental Finance Co. (CFC) (Sept 2022-March 2023)Handle high volume inbound calls and assist with outbound workload when neededAssisted with all stages of Credit Card lifecycle: Applications, Current and Delinquent Accounts, Hardship programs, Account Retention and Account ClosureMaintained knowledge of policy changes and able to apply deescalation tactics when neededProvided Basic IT support when needed to address Web or App issues on a call to call basisUSAA 1st Party Collections (Feb 2022-Sept 2022):Handled high volume inbound & outbound calls regarding delinquent accounts including: Credit Cards, Overdraft Accounts, Loans and Home Equity LoansTrained and maintained knowledge of Collection and Bank regulations on a quarterly basisAble to assess and assist on resolving delinquent accounts of varying stages.Trained on multiple departments roles and knowledge to transfer skillfullyProvide basic Website and App IT support when needed

Handled high volume inbound calls regarding Verizon Phone Insurance ClaimsMaintain de-escalation and problem solving skills when neededAble to fill out digital claims both via phone and onlineProvide basic level over the phone IT support with troubleshooting phones and website as neededKnowledge of other departments and skillfully transfer when neededMaintain goals with offering warranty programs to eligible clients

Able to diagnose issues related to Apple computers and repair accordinglyLog progress regarding issues and repairs accordingly with corresponding CompTIA codes