Brandy Joy Collins
San Tan Valley,Arizona
Summary
Customer service professional with over 15 years of experience in account management, client relations, sales processing, and call-center operations in the banking and telecommunications industries. Skilled at identifying customer needs and providing tailored solutions. Builds strong client relationships and consistently follows through on commitments. Expertise in handling escalated circumstances and delivering exceptional customer service. Proficient in Microsoft Word, Excel, PowerPoint, Access, Outlook, Medisoft, CPT, and ICD-9-CM.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Branch Liaison, Forced Placed Insurance Auto Loans
Bank Of America/QBE
03.2011 - 05.2012
- Monitored/reviewed auto loans for insurance discrepancies.
- Took inbound calls to assist investigative measures and resolved irregular transactions reported.
- Verified proof of insurance prorated and processed adjustments as needed.
- De-escalate and thoughtfully resolve any concerns that arise between staff or customers
One-On-One Paraprofessional / Crossing Guard / Support Staff
J.O. Combs Unified School District
01.2008 - 12.2009
- Provided one-on-one aide to children with special needs
- Performed daily safety and crossing guard duties
- Utilized skills-building techniques and creative activities to engage children and foster cognitive and emotional development
- Carried out tasks that correlated to the educational levels and goals of the individual child
- Maintained a safe environment while upholding CPR safety standards
Retention Representative / Customer Service Representative / Financial Services Representative
Cellular One/Alltel/Verizon
01.1997 - 12.2008
- Recruited individuals to provide top-notch service to both internal and external customers
- Handled incoming calls for customers 30-190 days delinquent on their payments, seeking troubleshooting for phone issues, or those looking to finalize sales
- Achieving perfect scores on all phone monitors throughout tenure
- Trained new representatives and continued to maintain contact to help them to reach their goals
- Alleviated delicate situations with professionalism and sensitivity
- Assisted the Training Manager by creating/updating training materials
- Prepared weekly reports for Customer Care Supervisor
- Received Customer Service Award for outstanding track record of positive customer feedback
Customer Financial Representative
USA Group Lending Services
01.1996 - 12.1997
- Effectively communicated with defaulted student loan borrowers via telephone and written notices to obtain repayment in full and/or establish acceptable payment arrangements
- Resolved issues of a non-routine nature as necessary
- For example, performed skip tracing and due diligence functions to ensure compliance of all Federal Regulations
- Followed the Fair Debt Collection Practices Act as well as all bankruptcy laws per state and federal guidelines
- Selected new individuals to coach and mentor to become new representatives
- Accomplished exceptional scores on phone monitors
Customer Service Lead
Bank of America
01.1993 - 12.1996
- Used my leadership skills to train a team of fifteen or more customer service representatives
- Conducted performance evaluations regularly
- Resolved customer’s escalated bank card issues
- Supported the various team supervisors with daily functions
- Assisted the training department with classes of twenty or more new hires
- Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues
Education
College -
Central Arizona College
Coolidge, AZHigh School Diploma -
Gilbert High School
Gilbert, AZ01.1991
Skills
- Autonomous/Independent worker
- Empathetic
- Time management
- Excellent communication skills
- Social media proficiency
- Internet proficiency
- Marketing proficiency
Certification
- CPR & First Aid
- Paraprofessional Certified, Providing staff support in educational or childcare environment
- Commissioned Notary, State of Arizona and Pinal County
Qualifications Summary
- Highly personable customer service professional with over fifteen years of experience in account management, client relations, sales processing, and call-center operations within the banking and telecommunications industries.
- Talented in identifying customer needs and presented them with appropriate solutions to their situation.
- Demonstrated the ability to gain individual trust with consumers and provided exceptional follow through on promised actions.
- Highly experienced in resolving escalated circumstances.
- Secured numerous company achievement awards for delivery of extraordinary customer service.
- Proficient with many computer programs including but not limited to: Microsoft Word, Excel, Power Point, Access, MS 2007, Outlook, Medisoft, CPT, ICD-9-CM.
Additional Information
Currently commissioned as a notary public in Pinal County Arizona.
Timeline
Branch Liaison, Forced Placed Insurance Auto Loans
Bank Of America/QBE
03.2011 - 05.2012
One-On-One Paraprofessional / Crossing Guard / Support Staff
J.O. Combs Unified School District
01.2008 - 12.2009
Retention Representative / Customer Service Representative / Financial Services Representative
Cellular One/Alltel/Verizon
01.1997 - 12.2008
Customer Financial Representative
USA Group Lending Services
01.1996 - 12.1997
Customer Service Lead
Bank of America
01.1993 - 12.1996
College -
Central Arizona College
High School Diploma -
Gilbert High School
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