Hi, I’m
Berling Volcy
West Palm Beach,Florida
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative brings top-notch oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings.
Overview
17
years of professional experience
Work History
Total Warranty ServicesWest Palm Beach, FL
Dealer Support Representative
08.2021 - Current
Job overview
- Provide beneficial support to multiple sales teams, monitor and analyze sales performance, act as liaison between Sales Representatives and Managers
- Identifying and communicating with potential customers, managing and maintaining inventories and conducting weekly reports
- Hiring, training and supervising new employees, ensuring that all policies and procedures are always fully followed
- Adapt training methods and instructional materials to meet F&I Managers' varying needs, abilities and interests.
PHH Mortgage CorporationWest Palm Beach, FL
Escalations Relationship Manager
04.2019 - 08.2021
Job overview
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues
- Utilized talents and expertise to locate customers with aged accounts
- Fielded incoming phone calls from customers and directed to corresponding departments or individuals for assistance
- Secured payments by following up with customers which disregarded promise to pay
- Gathered required information from customers for settlement reviews and followed up on management determined results
- Maintained confidentiality of bank records and client information
- Achieved proper compliance and accurate executive level reporting.
Comcast Cable ServicesWest Palm Beach, FL
Escalations Specialist
12.2012 - 03.2019
Job overview
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Enter details such as payments, account information and call logs into Black Knight system
- Performed initial client assessment and analysis to begin the research process
- Demonstrate excellent product knowledge and troubleshooting program features and benefits
- Assisted various business groups with document organization and dissemination during acquisitions
- Analyzed departmental documents for appropriate distribution and filing for technicians upon routes
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
- Produced reports and documents for senior team members on dispatch basis
- Complete any additional Administrative work/tasks as needed
- Employee of the Month (3) Comcast Cable
- Exceeded quotas for 3 straight quarters (2010).
Chase Home FinanceTampa, FL
Collections Specialist
04.2007 - 08.2012
Job overview
- Monitored payments due from clients and promptly contacted clients with past due payments
- Contacted customers to discuss late payments and options for remitting amounts due
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Enter details such as payments, account information and call logs into the Citrix system
- Researched topics and completed due diligence to resolve issues in a timely manner
- Established procedures for collection of past due amounts
- Created specific methods to determine proper process for each customer type
- Maintained 99.7% accuracy in calculating discounts, interest and commissions
- Collector of the Month (17) Chase Home Finance
- Consistently maintained 118.21% KPI or better of established production goals
- Consistently maintained 5/5 KPI goals
- Consistently maintained Quality score of 99.6
- Consistently maintained Cure level 98.1%
- Achieved successful IPO for Chase Home Finance 2009.
Education
Hillsborough Community CollegeTampa, Florida
Florida Nursing Program/Business Administration
01.2009
Bethune-Cookman UniversityDaytona, Florida
Florida Nursing Program, Completion of Prerequisites
01.2007
Inlet Grove High SchoolRiviera Beach, Florida
HS Diploma/Practical Nursing, Certification
01.2005
Skills
- Deadline-driven
- Customer-oriented
- Strong account analysis skills
- Verbal/written communication
- Goal-oriented
- Interpersonal skills
- Cheerful
- Life and Health Annuities License in over 30 states
- Self-sufficient
- Rapid data entry skills
- Forward-thinking
- Practices due diligence
- Strong customer relations
- Administration strength
- Analytical
- Strong interpersonal skills
- Rapid 10-key data entry
- High level of accuracy
- Banking
- Multilingual in [creole]
- Savvy relationship-builder
- Employee relations and conflict resolution
- QuickBooks
- 125 wpm typing speed
- Account Management
- Retail Sales Customer Service
- Report Preparation
- Order Fulfillment
Languages
French
Limited Working
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Dealer Support Representative
Total Warranty Services
08.2021 - Current
Escalations Relationship Manager
PHH Mortgage Corporation
04.2019 - 08.2021
Escalations Specialist
Comcast Cable Services
12.2012 - 03.2019
Collections Specialist
Chase Home Finance
04.2007 - 08.2012
Hillsborough Community College
Florida Nursing Program/Business Administration
Bethune-Cookman University
Florida Nursing Program, Completion of Prerequisites
Inlet Grove High School
HS Diploma/Practical Nursing, Certification
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