Kesha Gaines
Plainfield,IL
Summary
Seasoned Account Specialist bringing 15+ years of related experience along with deep understanding of financial and payment matters as well as customer service and sales activities. Proficient in data verification, account updates and problem solving.
Overview
15
15
years of professional experience
Work History
Account Specialist
BMO Harris Bank
05.2013 - Current
- Provide inbound and outbound calls on mortgage, auto consumers and commercial credit card accounts
- Set up Hardship, Settlements and Re-age accounts that qualify, Negotiate payment arrangements and plans
- Resolves complaints and updates and maintain accounts
- Submit Fee Waivers, misapplied payments, and demographic changes to the appropriate department
- Works proficiently with the ability to multitask, prioritize, and meet deadlines
- Provides verbal and hands on assistance to coworkers
- Participated in annual audit reviews
- Implemented procedures and guidelines to ensure proper performance.
Customer Service Representative
Wirtz Beverage of Illinois
09.2008 - 03.2013
- Answered a constant flow of customer calls
- Schedule emergency pickup and delivery
- Research credits, mail missing invoices, provide delivery schedules
- Assist Sales Representatives with specials of the month, pricing, and quantities
- Enter new orders and update the changes in existing orders
- Resolves billing issues, denials, adjustments, and payment inquiries
- Investigated and resolved delinquent accounts
- Prepared and maintained billing files and records according to the guidelines.
Education
John Marshall High School
Skills
- Ability to type 50 wpm
- Knowledge of MLS Fiserv, XAM – HOST, MS Office Suite, Outlook, AS400
- Skilled in internet research, verbal, and written communication
- Skip tracing and process serving
- Email, problem solving, and multitasking
- Self-motivated
- Account Investigations
- Reporting Skill
- Billing Issue Resolution
- Customer Engagement
- Microsoft Office Proficiency
- Due Diligence
- Recordkeeping Abilities
- Document Management
- Billing Resolutions
- Customer Relationship Development
- Revenue Growth
- Account Administration
- Client Engagement
- Research Proficiency
- Account Updating
Timeline
Account Specialist
BMO Harris Bank
05.2013 - Current
Customer Service Representative
Wirtz Beverage of Illinois
09.2008 - 03.2013
John Marshall High School
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