Cole Woodward
Omaha,NE
Summary
Customer service professional with experience in delivering impactful solutions and managing risk. Skilled in conflict resolution, problem solving, and adaptive communication. Strong focus on adaptability to keep us with evolving needs. Reliable and results-driven, with a proven track record to balance multiple priorities and use all available resources effectively.
Overview
5
5
years of professional experience
Work History
Customer Solutions Specialist
PayPal
08.2021 - 12.2024
- CRE teammate (Customer Relations Expert) Answered inquiries via phone, email, chat to resolve issues for our customers.
- Placed Limitations and reviewed accounts with Limitations to prevent loss from bad actors. Informed customers what documents were needed to complete the review process.
- Reviewed uploaded documents such as Drivers Licenses, Passports, Selfies, and Bank Statements to verify identities and complete the CIP Process while also using third party resources.
- Member of Immerse Program for 2023 CRE Department. Showcasing expertise in CRE while handling calls and demonstrating effortless experience techniques for 23 leaders ranging from Senior Managers to VP's in attendance.
- New Hire Trainer. Trained new hires for their roles in the Payments and Disputes department, Coaching and Mentoring them throughout their journey, effectively teaching them their new roles.
- Handled escalated contacts for our Payments and Disputes department during new hire training.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues by performing callbacks/emails.
- Met PayPal's call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes by attending daily/weekly standup's with team.
- Promoted an effortless experience for our customers by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Collection Specialist
General Service Bureau
09.2019 - 12.2024
- Responsible for collection of medical and utility debt.
- Dealing with high call volume daily, both inbound and outbound.
- Arranged debt repayment and established payment plans to help resolve balances based on their financial situation.
- Accepted and processed customer payments over phone and set up reoccurring EFT drafts to apply to consumer accounts.
- Managed caseload route of 800+ accounts to be worked weekly.
- $60,000+ monthly collection quota met each month.
- Responsible for meeting monthly production goals.
- Investigated billing discrepancies and disputes and applied effective solutions to resolve them.
- Negotiated settlements to close past due accounts.
Education
No Degree - Business Administration
University of Nebraska - Lincoln
Lincoln, NEAssociate of Science - undefined
Southeast Community College Area
Lincoln, NE2017
Skills
- Efficient multi-tasker
- Critical Thinker
- Risk Management
- Detail-oriented
- Call Center experience
- Active listening
Timeline
Customer Solutions Specialist
PayPal
08.2021 - 12.2024
Collection Specialist
General Service Bureau
09.2019 - 12.2024
Associate of Science - undefined
Southeast Community College Area
No Degree - Business Administration
University of Nebraska - Lincoln