Ward De'Adriene
Greensboro,NC
Summary
Customer Service Representative bringing success and many skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and trustworthiness.
Overview
6
6
years of professional experience
Work History
Credit Assistance Specialist
Bank Of America
Greensboro, NC
01.2022 - Current
- Monitored appropriateness of credit limits on customers, making changes to realign operations with policies and targets.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Proactively identified solutions for customers experiencing credit issues.
- Developed effective relationships with customers, which helped improve overall payment processes.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Adhered to banking standards and government lending guidelines for loan services.
- Monitored accounts for signs of fraud and non-payment issues.
- Kept records of customers' charges and payments.
- Provided resources and expertise for conversion, validation and training required for company-wide software updates.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Worked with customer to create debt repayment plan based on current financial condition.
- Assisted with incoming calls and outbound calls up to 100 per shift.
Consumer Service Representative/Chat Support Representative
Newell Brands
08.2018 - 01.2022
- Met all customer call guidelines including service levels, handle time and productivity.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Effective liaison between customers and internal departments.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Maintained regular contact with consumers and identified opportunities to deliver added value to consumer relationships.
Education
HIGH SCHOOL DIPLOMA - undefined
SOUTHERN GUILDFORD HIGH SCHOOL
Skills
- Credit card processing
- MS Office proficiency
- Data entry
- Complaint resolution
- Strategic product and sales knowledge
- Debt Recovery
- Claim Research
- Billing Procedures
- Accurate Recordkeeping
- Delinquent Account Management
Timeline
Credit Assistance Specialist
Bank Of America
01.2022 - Current
Consumer Service Representative/Chat Support Representative
Newell Brands
08.2018 - 01.2022
HIGH SCHOOL DIPLOMA - undefined
SOUTHERN GUILDFORD HIGH SCHOOL