Essence Watts
Wealth Management
New Albany,OH
Summary
Experienced Collections Specialist, bringing 10-years of success in sales and service positions. Eager to take on a new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Wealth Management Associate
Morgan Stanley
Columbus, OH
08.2022 - Current
- Researched and evaluated potential investment products for clients.
- Updated clients on changes in tax laws and other regulations affecting investments.
- Helped clients make informed decisions about financial future.
- Educated clients on financial topics and best practices.
- Initiated DTC
- Updated Stock Profiles
- Transferred funds from ESPP, Long Share Savings plan to a Brokerage account
- Explained Stocks and how they work
- Explained the stock market
- Uploaded w8ben and w9 forms to participants profile
- Offered FA assistance
Collections Specialist
Bread Financial Services
Columbus, Ohio
11.2017 - Current
- Collect on accounts that are 6 payments past due
- Set up for hardships, and other programs that the customers need as well, to bring them back current on their accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Made 250 outbound calls daily with the goal of collecting owed debt.
- Counseled debtors on payment options and arranged installment agreements
Debit Card Disputes Specialist
JPMorgan Chase & Co
Columbus, OH
04.2017 - 11.2017
- Disputing charges on customer's accounts
- Redirecting certain disputes to correct department
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Analyzed, researched and resolved payment claims within required timeframes.
- Onboarded new temps by entering employee information into systems
Order Picker
Walmart Distribution Center
Grove City, OH
10.2015 - 02.2017
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
- Checked inventory and selected products from specific locations based upon availability.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
Customer Service Representative
Metro PCS At IQOR
New Albany, OH
06.2015 - 09.2015
- Helped Certified Dealers,along with customers,from troubleshooting their phone when they have issues, to making sure that they love their services
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
JCPenney
Reynoldsburg, OH
03.2015 - 06.2015
- Placed/ fixed orders
- Tracked packages
- Processed credits to customers orders, or refunded their account.
- Answered customers telephone calls promptly to avoid on-hold wait times.
- Resolved concerns with products or services to help with retention and drive sales.
Call Center Representative
Express Call Center
Groveport, OH
05.2014 - 02.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered phone with friendly greeting to create positive experience for customers.
- Resolved complaints to satisfy customers and encouraged future transactions/ business
- Trained/coached new call center team members on computer systems and customer service strategies.
Call Center Representative
Eddie Bauer
Groveport, OH
10.2014 - 02.2015
- Placed/fixed orders
- Documented the customer's account.
- Took supervisor calls,helped the customer when the representative couldn't help
- Coaching experience
- Collaborating with supervisors on daily duties in the department.
Beauty Manager
Walgreens
Reynoldsburg, OH
08.2012 - 05.2014
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Applied merchandising and housekeeping procedures, adhering to corporate and brand standards.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
High School Diploma -
Ecot Online Learning
Columbus, OH06.2012
Skills
- Experience with Dual Monitors
- Typing skills
- Management
- Exceeding Quotas
- Financial Documentation
- Account Monitoring
- Problem Investigation
- Decision Making
- Verbal and Written Communication
- Relationship Building
- Clear Communication
- Strategic planning
- Customer Referrals
- Wealth Management
- Account Maintenance
Accomplishments
I received a Diamond Club certification for achieving high performance metrics.
Certification
Diamond Club Certification
Timeline
Wealth Management Associate
Morgan Stanley
08.2022 - Current
Collections Specialist
Bread Financial Services
11.2017 - Current
Debit Card Disputes Specialist
JPMorgan Chase & Co
04.2017 - 11.2017
Order Picker
Walmart Distribution Center
10.2015 - 02.2017
Customer Service Representative
Metro PCS At IQOR
06.2015 - 09.2015
Customer Service Representative
JCPenney
03.2015 - 06.2015
Call Center Representative
Eddie Bauer
10.2014 - 02.2015
Call Center Representative
Express Call Center
05.2014 - 02.2015
Beauty Manager
Walgreens
08.2012 - 05.2014
High School Diploma -
Ecot Online Learning
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