David S Wilson
Wilmington,DE
Summary
Seeking a position that fosters personal and professional growth in a highly competitive industry. Committed to expanding knowledge and skills while delivering exceptional communication and analytical abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Celebrity Personal Assistant
Hollister Entertainment-Artist Dave Hollister/Teddy Riley
06.2015 - Current
- Oversee and maintain the daily schedule by facilitating communications (via email, Phone, social media)
- Scheduled appointments and coordinated logistics for travel, news interviews, photo /video sessions, fittings, and rehearsals
- Provided tour support through extensively researching the concert city and venue
- Arranged photographer/videographer sessions to capture behind the scenes and performance footage
- Updated Twitter, Facebook, and Instagram feeds with new content regularly
- Overseen styling and etiquette preparation for award shows: GRAMMYs, AMAs
- Managed finances effectively, tracking expenses and negotiating contracts on behalf of clients.
- Managed legal documents such as contracts or non-disclosure agreements to protect client interests at all times.
- Developed strong professional relationships with other assistants in the industry to facilitate collaboration and resource sharing.
Senior Customer Service Specialist
Capital One
01.2023 - 09.2023
- Communicated with customers regarding new and existing financial products and services delivering excellence in customer satisfaction with a success rate over 90%
- Provided real-time resolution in problem-solving issues while remaining complaint with regulatory requirements
- Investigated customer concerns and helped to create and implement improvements in current processes
- Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising customer satisfaction levels.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
Senior Customer Service Specialist
Pay Pal
12.2019 - 12.2022
- Maintained quality customer service for loan borrowers while remaining government and state compliant
- Processed individual debits, ACH’s and electronic wire transactions for customers
- Utilized TSYS, Citrix and Geneva Data systems in collaboration with Lexus Nexus, Accurant, TLO, Trans Union and Experian software applications
- Assisted business owners in facilitating and managing their loan products
- Initiated UCC demands when unable to resolute delinquency in a timely manner, working as a liaison between the legal department, customers, and vendors during the filing process
- De-escalated complicated customer calls and complaints with an effective rate above 90%
- Monitored our customers business trends through utilized aggregators
- Interactively used several skip search applications in conjunction with the Internet to locate and contact customers when information on file required an update
- Prepared and managed data in Excel spreadsheets for monthly team meetings along with presentations in PowerPoint
Senior Collections Account Manager
Barclays
03.2008 - 06.2015
- Contacted delinquent, charged off, or high-risk customers to secure payment and determine reason for delinquency on active loans/credit card accounts
- Navigated a computerized data entry system and other relevant applications
- Led the entire Collections Department (270 collectors) in Impairment metric for 10 months consecutively
- Led the team for the month of May by collecting $32,000 in credit card payments
- Maintained over a 50% Collection Rate on a Work ue that, contained over 175 delinquent accounts
- Negotiated 75-90% settlement payments on credit card accounts in 120+day late (or later) stages of delinquency
Education
Diploma - Academic
Alexis I. DuPont High School
Wilmington, DE06.1993
Skills
- Relationship Management
- Email and Social Media Management
- Active listening
- Critical thinking
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Microsoft Office Suite
- De-escalation techniques
Certification
- Certificate of Training in FDCPA
- UDAAP
- Regulation E
- Regulation Z
Phone
cell, (302) 683-5206
Skills Highlights
- Communications Management
- Organization & Scheduling
- Detailed-Oriented
- Logistics
- Relationship Management
- Email and Social Media Management
Timeline
Senior Customer Service Specialist
Capital One
01.2023 - 09.2023
Senior Customer Service Specialist
Pay Pal
12.2019 - 12.2022
Celebrity Personal Assistant
Hollister Entertainment-Artist Dave Hollister/Teddy Riley
06.2015 - Current
Senior Collections Account Manager
Barclays
03.2008 - 06.2015
- Certificate of Training in FDCPA
- UDAAP
- Regulation E
- Regulation Z
Diploma - Academic
Alexis I. DuPont High School
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