Customer Resolution Specialist Resume Samples

Description :

1. Effectively communicated with defaulted student loan borrowers via telephone and written notices
2. Resolved issues of a no,n-routine nature as necessary. Maintain a professional manner at all times.
3. Performed skip tracing and due diligence functions to ensure compliance of all Federal Regulations. 
4. Adhered to the Fair Debt Collection Practices Act as well as all bankruptcy laws both state and federal.
5. Worked independently while being a team player in a fast-paced collections environment and meet daily, weekly, and monthly quality and productivity requirements.
6. Displayed high levels of initiative, motivation, flexibility, and creativity to devise methods of attaining productivity standards.
7. Effectively dealt with angry borrowers, attorneys, and third parties while remaining professional at all times.

Experience

7-10 Years

Level

Management

Education

MBA

Description :

1. Listened attentively to consumer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
2. Troubleshoot, researched, and analyzed customer problems with installation, billing, service upgrades/downgrades, technical support, and disconnects.
3. Conducted needs-based selling by using non-scripted probing techniques to determine customer needs.
4. Developed and maintained in-depth product knowledge. Serve as liaison between customer support team, management, and customer.
5. Resolved customer issues within established guidelines and policies and with the intent of a "First Call Resolution." and follow-up as needed.
6. Determined when a call or certain decisions need to be escalated for further review or approval.
7. Performed required job functions while maintaining individual performance standards and site-specific performance standards.

Experience

5-7 Years

Level

Executive

Education

Business

Description :

1. Managed escalated customer issues that are received via direct customer contact, retailer, various department supervisors.
2. Employed sound judgment and customer service knowledge to resolve escalated and difficult customer issues.
3. Utilized personal discretion when dealing with normal business practices to ensure customer retention through appropriate product and services discounts.
4. Analyzed overall customer service practices and recommends and implements new business policies and practices to improve efficiencies and quality.
5. Measured results and identify customer trends resulting from newly implemented service policies and practices.
6. Studied and stays abreast of contemporary customer service practices in the broadcast industry.
7. Assigned tasks involved in resolving customer issues to all areas of the organization, track progress and ensure accountability and completion.

Experience

2-5 Years

Level

Junior

Education

Programming

Description :

1. Negotiated high risk, delinquent loans adhering to stated timelines and regulatory requirements through a web-based application.
2. Facilitated resolution of complex consumer loans that may be performing or distressed resulting in minimizing foreclosures.
3. Analyzed the extent of the potential loss created by the troubled loan, identified the problems, and provide meaningful input into the plan.
4. Suggested and submitted forbearance agreements, loan modifications, short payoffs, short sales, and repayment plans for management approval.
5. Top tier performer while maintaining quality average. Skills Used Listening skills, Customer Service skills.
6. Delivered best in class service to clients while adhering. Escalate issues to proper departments and complete follow up.
7. Provided solutions to client complaints Keep complete and accurate records of all interactions.

Experience

2-5 Years

Level

Junior

Education

Associates In Pre

Description :

1. Professionally handled incoming requests from customers with repeated call-ins within period Ensure that issues are resolved both promptly and accurately.
2. Delivered excellent customer service by communicating with energy and personal confidence.
3. Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction.
4. Determined the appropriate courses of action to ensure the result is a win-win and document the interaction through contact tracking.
5. Provided accurate product information and serving as a knowledgeable resource for the customer.
6. Exceeded monthly performance objectives including call quality, attendance and punctuality, adherence, and call handle time.
7. Balanced the needs of the end-user customer while balancing the needs of the internal business requirements for productivity and performance.

Experience

10+ Years

Level

Senior

Education

Management

Description :

1. Handled customer concerns & complaints regarding their insurance policies, claims, or overall dissatisfaction with Allstate.
2. Showed customers empathy and understanding while handling concerns.
3. Ensured customer is satisfied with Allstate service as a position is the last step before the customer leaves the company.
4. Cycled through several systems to find customer policy information.
5. Claimed Support Check and process claims for different agencies countrywide.
6. Confirmed policy and claim information are accurate Pull certified documents and endorsements that are included in the policy Sent information.
7. Authorized representative via fax, email, or standard mail.

Experience

10+ Years

Level

Senior

Education

Marketing

Description :

1. Assignment and management of the escalations department workflow.
2. Logged and designated every issue to the escalations team. Assisted in developing new systems and methods.
3. Created reports, spreadsheets, presentations, and memos, detailing the statistical information regarding the overall performance department.
4. Worked with internal staff & clients to resolve complex matters.
5. Completed research on escalated issues and instant issue documents.
6. Extend excellent customer service in a call center environment Address billing questions Initiate new service Budget analysis for customers.
7. Assisted defaulted student loan borrowers with payment options and arrangements.

Experience

5-7 Years

Level

Executive

Education

Business

Description :

1. Answered inbound calls from student borrowers, Cross-sold customer's appliance repair plans.
2. Provided an accurate, clear, and concise response to incoming customer calls, with a focus on providing world-class customer satisfaction.
3. Performed processing functions necessary to facilitate first call resolution.
4. Counseled customers on the various repayment options and benefit programs available to students throughout the life cycle of the loan.
5. Strong working knowledge of multiple loan programs and the many products offered.
6. Understood the complex rules and regulations pertaining to student loan servicing.
7. Flexible in shift adjustments, and help the department meets its goals.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Conferred with customers and agents via telephone and email to provide a resolution to customer concerns.
2. Handled premium investigations to determine why the premium has changed.
3. Recorded of the customer complaints as well as actions taken to resolve their concerns.
4. Escalated unresolved concerns to Level 4 representatives for additional investigation.
5. Handled other customer concerns regarding other policy changes as needed.
6. Checked to ensure appropriate changes have been made to policies as requested by the insured's or agents.
7. Handled other administrative duties as needed.

Experience

5-7 Years

Level

Executive

Education

Associate Of Science

Description :

1. Worked for One Kings Lane, a subcontractor for First Call Resolution.
2. Answered phone calls in a timely manner.
3. Addressed customer's concerns about their products or shipments of their orders.
4. Updated payment methods, recapture funds.
5. Contacted vendors for additional assistance with orders.
6. Assisted in training of colleagues with questions about processes.
7. Worked with twelve different programs and do this with zero hesitation.

Experience

5-7 Years

Level

Executive

Education

Diploma