Jermaine James
Tonawanda,NY
Summary
Versatile IT professional with recent Google Technical Support Fundamentals certification and currently pursing IBM AI Developer Professional certification. Experienced in title specialization and collections, with a strong track record in managing complex customer interaction and problem solving. Seeking to leverage technical skills and customer service expertise in a Help desk role to deliver exceptional support and drive technological solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Title Specialist
Defi Solutions
11.2023 - 07.2024
- Enhanced document accuracy by meticulously reviewing and verifying titles for correctness.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Ensured timely processing of title applications by efficiently managing a high volume of daily tasks.
Collections Representative
Everest Receivable Services
12.2017 - 11.2023
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
Collections Manager
ERS
10.2014 - 07.2017
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and addressed all technical issues.
Collection Representative
First Source Advantage
04.2004 - 10.2014
- Enhanced collection efforts by maintaining detailed records of client communications and payment history.
- Improved customer satisfaction by promptly addressing and resolving account issues.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
High School Diploma -
Sweet Home Senior High School
Amherst, NYErie Community College
Buffalo, NYSkills
- Problem-Solving
- Organizational Skills
- Goal-Oriented
- Excellent Communication
- Documentation and Recordkeeping
- Analytical and Critical Thinking
- Self Motivation
- Professionalism
- Customer service expert
Certification
Google Technical Support Fundamentals
Google Technical Support Fundamentals
Completed: September, 2024
Timeline
Title Specialist
Defi Solutions
11.2023 - 07.2024
Collections Representative
Everest Receivable Services
12.2017 - 11.2023
Collections Manager
ERS
10.2014 - 07.2017
Collection Representative
First Source Advantage
04.2004 - 10.2014
High School Diploma -
Sweet Home Senior High School
Erie Community College
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