BIANCA WILSON
Columbus,OH
Summary
Commutation specialist seeking an opportunity with a company that promotes within and professional growth supports creativity, and values integrity.
SUMMARY OF QUALIFICATIONS
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
17
17
years of professional experience
Work History
Shelter Advocate
LSS Choices
08.2023 - Current
- Completed home-visits, reports, scanning, paperwork and documentation accurately and in timely manner.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Conducted pre-screening activities to determine eligibility for supportive services.
- Delivered friendly service and offered expert support in every interaction.
- Manage approximately 130 residents facilitating communications between residents and other service providers.
Certified Notary Signing Agent
Blings Notary Service
10.2022 - Current
- Looked for signs of fraud or coercion and refused notarization.
- Updated journal with names and dates for permanent record.
- Checked documents and identifying credentials for all parties.
- Administered oath to document signers to obtain affirmation of truth.
- Checked documents for accuracy and correct signing before notarizing.
Case Manager
A Better Life 2 Embrace
05.2023 - 08.2023
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
St. Vincent Family Center
Treatment Special/ Group Clinician
09.2021 - 05.2023
- Established appropriate course of treatment and implemented interventions.
- Provided leadership, guidance and support to staff members.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Worked flexible hours across night, weekend and holiday shifts
Alvis House
Customer Service (CSR)
04.2021 - 09.2021
- .Kept accurate records to document customer service actions and discussions.
- Provided guidance and support to clients to help reintegrate in society and establish new beginnings.
- Took ownership of customer issues and followed problems through to resolution.
- Developed and maintained courteous and effective working relationships.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Account Manager
FirstSource Advantage
02.2019 - 04.2020
- Provide accurate and appropriate information in response to customer inquiries, and properly directed inbound/outbound calls to improve call flow, and verified information in computer system was up-to-date and accurate.
- Handled average of 75+ calls per hour while maintaining professionalism and excellence in customer service.
- Responsible for detailed documentation of every customer transaction.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Customer Service Representative
BMW CALL CENTER
10.2015 - 03.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Accurately document, research, and resolve customer service matters.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Loan Originator
PMAC LENDING SERVICES
03.2015 - 05.2015
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Prepared documents for customers, submitting and overseeing through each step of closing process.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
Customer Service Mortgage Representative
CHASE HOME FINANCE
08.2011 - 08.2014
- Effectively manage accounts while operating good call volume in a inbound/ outbound high volume customer calls center.
- Overall operation for their home finance department
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Collector Specialist
ALLIANCE DATA
08.2006 - 09.2009
- Taking over 100 inbound calls while resolving customers concerns
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Read source documents when needed.
- Overall operation for their collection environment.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Education
Diploma - Customer Service
Brookhaven High School
Columbus, OhSkills
- Conflict Management
- Interpersonal Communication
- Public Speaking
- Customer Support
- Multi-Line Phone Talent
- Proficient in Data base, MS Word, MS Excel,Outlook
- Decision Making
- De-escalation Techniques
- Time Management
- Call Center Operations
- Call Management
- Customer Service
- Excellent Written and Oral Communication
Timeline
Shelter Advocate
LSS Choices
08.2023 - Current
Case Manager
A Better Life 2 Embrace
05.2023 - 08.2023
Certified Notary Signing Agent
Blings Notary Service
10.2022 - Current
St. Vincent Family Center
Treatment Special/ Group Clinician
09.2021 - 05.2023
Alvis House
Customer Service (CSR)
04.2021 - 09.2021
Account Manager
FirstSource Advantage
02.2019 - 04.2020
Customer Service Representative
BMW CALL CENTER
10.2015 - 03.2016
Loan Originator
PMAC LENDING SERVICES
03.2015 - 05.2015
Customer Service Mortgage Representative
CHASE HOME FINANCE
08.2011 - 08.2014
Collector Specialist
ALLIANCE DATA
08.2006 - 09.2009
Diploma - Customer Service
Brookhaven High School
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