Ebony Hunter
Spartanburg,SC
Summary
Customer Service & Data Verification Specialist with over 17 years of experience in accuracy, compliance, and client satisfaction across various industries. Proficient in CRM systems including Salesforce, Zendesk, and HubSpot, along with database management and remote collaboration. Proven track record in optimizing workflows, training teams, and achieving measurable improvements in service quality. Results-driven customer service representative with a proven track record of managing high-volume calls and maintaining 95% customer satisfaction. Expertise in compliance and problem-solving ensures efficient resolution of complex inquiries.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
University of Arizona
Chandler, Arizona
03.2023 - 10.2025
- Managed 60+ inbound and outbound calls daily, verifying student records and rectifying discrepancies in financial aid.
- Assisted students with account updates, billing inquiries, and technical troubleshooting.
- Maintained 98% accuracy in data entry and compliance audits.
- Consistently exceeded performance metrics, achieving a 95% customer satisfaction rating.
Customer Service Representative
Fiserv
Marietta, GA
01.2019 - 02.2023
- Answered inbound calls from debtors, and initiated outbound calls to negotiate and follow up on past-due debt.
- Conducted skip tracing and account research to locate debtors.
- Collected accounts in compliance with FDCPA regulations and internal performance standards to achieve a pre-set goal objective.
- Exceeded 100% of monthly merit goals each month.
Customer Care Representative
ARC MANAGEMENT GROUP
Kennesaw, Georgia
02.2016 - 12.2018
- Handled 50+ inbound and outbound patient and provider calls daily, resolving billing and insurance inquiries with a 95% first-call resolution.
- Verified and updated medical records across multiple platforms, ensuring 100% compliance with HIPAA standards.
- Conducted outbound follow-ups to ensure the timely submission of insurance paperwork.
- Maintained confidential records with zero compliance violations.
Collection Specialists
Frederick J Hanna & Associates
Marietta, GA
08.2014 - 01.2016
- Answered 100-150 inbound calls from debtors, and initiated outbound calls to negotiate and follow up on payment arrangements.
- Performed negotiations for all settlement offers on judgment accounts, as per company guidelines.
- Monitored financial information and credit reports for delinquent accounts.
- Coordinated with customers to resolve all collection issues.
Collection Specialists
West Asset Management
Marietta, GA
04.2012 - 06.2014
- Answered 50 to 100 inbound calls from debtors and initiated outbound calls on delinquent student loan accounts.
- Processed payments and prepared correspondence with updated account information.
- Assisted in resolving delinquent accounts by negotiating payment arrangements.
- Resolved debtor disputes and any account inaccuracies.
Collection Specialist
NCO Financial Systems
Lawrenceville , GA
03.2008 - 02.2012
- Answered inbound calls from debtors, and initiated outbound calls to negotiate and follow up on delinquent student loans.
- Monitored financial information and credit reports for delinquent accounts.
- Reviewed account discrepancies to resolve billing issues.
Education
Devry University
ITT Tech University
Skills
- An unwavering commitment to customer service, with the ability to build protective relationships, resolve complex issues, and win customer loyalty
- Strategic relationship and partnership building skills, listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
- Effectively manage multiple customer interactions and tasks within time limits
- Knowledge of FDCPA, HIPAA rules, and regulations
- Advance understanding of operating multi-screens and multi-line phone systems
- Ability to multitask while maintaining good organizational skills
- Advance knowledge of Microsoft Word, Excel, PowerPoint, Outlook, as well as 60 WPM
Timeline
Customer Service Representative
University of Arizona
03.2023 - 10.2025
Customer Service Representative
Fiserv
01.2019 - 02.2023
Customer Care Representative
ARC MANAGEMENT GROUP
02.2016 - 12.2018
Collection Specialists
Frederick J Hanna & Associates
08.2014 - 01.2016
Collection Specialists
West Asset Management
04.2012 - 06.2014
Collection Specialist
NCO Financial Systems
03.2008 - 02.2012
Devry University
ITT Tech University