Brian Oates
Jacksonville,FL
Summary
To expand my knowledge in life and TD Bank work field through dedication and diligence.
Overview
21
21
years of professional experience
Work History
Campaign Marketing Assistance
01.2017
- Setting up emails that are to be released in the future for business campaigns
- Reading over ads, website additions, and business proposals for proper grammar, spelling, and tone to ensure maximum delivery
Debt Specialist
TD Bank
Jacksonville, FL
01.2020 - Current
- Collections Customer Assistance
- Taking incoming calls and outbound calls to make customers aware of current delinquency, processing payments, assisting with choosing applicable programs like deferments and other financial hardship programs (RCS, DDA, Customer service, and TDAF)
- Sending appropriate forms to file disputes
- Helping new reps and customer with online accounts
- QUALITY ASSURANCE (TDAF AND RCS)
- Reviewing calls and grading them for quality
- Using excel to create scorecards and analyze
- Analyzing WI and Becon documents for corrections and updates
- Processing Fee refunds for courtesy and bank errors
- Managing agents via Workforce(acw, personal time)
- Helping to manage for transactions that require supervisor approval and training new reps
Customer Service Rep
Amazon
01.2015 - 01.2020
- Answering phone calls, making phone calls, and responding to emails concerning physical book store purchases for Amazon as well as Amazon.com
- Helping customer service reps navigate our knowledge portals
- Rerouting incorrectly sent emails
Customer Service Rep/Supervisor
Xerox/PennDOT
01.2012 - 01.2015
- Provided service for customers needing information on license and vehicle products
- Took escalated calls from customer service rep’s when a customer requested a supervisor
- Coached other customer service representatives when they were unaware how to deal with a customer as per that customer’s behavior or the rep’s lack of knowledge
- Received many accolades for excellent customer service and efficiency as per the amount of customer’s and information needed on a daily basis
- Participated in overtime projects to help recruit other potential employers
Telephone Rep
Astoria Federal Savings Banking
01.2008 - 01.2011
- Provide customer service for customers in need of bank account information
- Participated in many special projects when they were mass changes in the banking procedures and performance.
- Multi tasked by doing faxes and additional paperwork to assist the call center outside of dealing directly with customers.
Test Administrator/Proctor
Pearson Professional Center
New York, NY
01.2006 - 01.2007
- Digitally fingerprint, photograph, and signature candidates for testing
- Administer rules, help candidates schedule tests, answer phones, and proctored candidates through video/audio
Senior Counselor
SQPA Beacon
Jamaica, NY
01.2005 - 01.2006
- The lead counselor for a summer camp class that included over 50 children (including being in charge of attendance on and off site)
- Facilitated recreational activities while also expanding children’s knowledge in black history, art, and science
- Accounted funds for off site trips through documentation and collection
Education
Online Bacc. - Communications
Stony Brook/CUNY
Stony Brook, NY01.2006
Skills
70-90 wpm, efficient in Microsoft applications (word, excel, powerpoint, outlook, photoshop), advanced internet savvy, proficient in multi-tasking (manipulating fax machines, phones, computers etc)
Excellent with providing empathy and satisfaction on a customer service level Experienced with being a leader for other customer service representatives
Interests
Music(also a musical artist myself), Writing, Data Entry
Accomplishments
Consistency with WOW points
Currently leading my team in AHD, Adherence, and usually the top performer in promises to pay.
Timeline
Debt Specialist
TD Bank
01.2020 - Current
Campaign Marketing Assistance
01.2017
Customer Service Rep
Amazon
01.2015 - 01.2020
Customer Service Rep/Supervisor
Xerox/PennDOT
01.2012 - 01.2015
Telephone Rep
Astoria Federal Savings Banking
01.2008 - 01.2011
Test Administrator/Proctor
Pearson Professional Center
01.2006 - 01.2007
Senior Counselor
SQPA Beacon
01.2005 - 01.2006
Online Bacc. - Communications
Stony Brook/CUNY