Macuoin Cole
Heathrow,Florida
Summary
Authorized to work in the US for any employer.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
15
15
years of professional experience
Work History
Collections Specialist
Chase Bank
Heathrow, Florida
03.2023 - Current
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Provided financial advice to customers on budgeting techniques and money management skills to help them stay current on their obligations.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
Sales Activation Specialist II
Spectrum
02.2021 - 03.2023
- Working with activating mobile phones for the new Spectrum Mobile
- Worked with troubleshooting and activating different mobile devices
- Also had a call count to meet everyday and fulfill.
- Educated customers on product features and technical details to highlight benefits.
- Stayed up to date on company products and services to support sales objectives.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Developed key customer relationships to increase sales.
- Leveraged CRM system to manage sales activities and track sales performance.
- Monitored and maintained compliance with internal controls and government regulations.
- Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk.
Sales Support Coordinator
Spectrum
02.2020 - 12.2020
- Working with Sales Agents to help with putting in orders and fixing orders that were previously messed up
- Also worked with customers to help put in their orders and fulfill their order needs
- Worked with multiple applications as well as taking tasks in between calls.
- Met performance standards consistently for answer rate, handle time and service quality.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
Intake Specialist
Morgan & Morgan
Longwood, FL
07.2019 - 12.2019
- Working in a fast paced call center environment
- Providing empathy and knowledgeable information to potential clients
- Multi-tasking while actively listening to client for important information
- Providing consultations for potential clients who’ve been in personal injury accidents and or situations.
Collections Representative
24-7 Intouch
Altamonte Springs, FL
02.2019 - 07.2019
- Calling Lyft Drivers about failed and past due rental charges, maintenance and ride requirements
- Working with a quota and time frame in a fast pace environment.
- Handled contracts and payments on accounts.
- Reasoned with customers and attempted to negotiate full balance payments.
- Upheld privacy and security requirements for customer information.
- Entered customers' financial status information into system.
CSR II
24-7 Intouch
Altamonte Springs, FL
08.2018 - 02.2019
- Taking more of a leadership role in the customer service arena
- Having more control of handling a team with work, moral and building up agents to leadership positions as well.
- Upheld quality control policies and procedures to increase customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Corresponded with more than [Number] customers daily, effectively building outstanding skills in writing.
Customer Service Representative
24-7 Intouch
Altamonte Springs, FL
03.2018 - 08.2018
- Working with the business Lyft
- Taking calls from Lyft Driver's and Passengers to assist them in having the greatest experience with Lyft possible
- Also working in a fast pace environment and gaining experience in working with different teamed and personalities
- Consists of people, technical, and problem solving skills
- Along with time management and critical thinking
- Learned to have care and empathy when taking care of the customer and solving the issue in a timely manner
- And learning to use internal tools, assisting other agents with problems and using leadership skills to assist others.
Senior Representative
Primerica
Orlando, FL
11.2015 - 03.2018
- Working with financial industry
- Working with products such as Life Insurance, Mutual Funds, Pre-Paid Legal Care, Segregated Funds
- Worked with teams and built my own team
- Consists of People skills, Problem Solving, Critical Thinking, Event Planning, Sales, Recruiting.
- Established relationships with existing customers to promote new product or service opportunities.
- Utilized broad knowledge to recommend solutions to potential customers.
Child Care Assistant
Boys & Girls Club
Gary, IN
01.2011 - 01.2013
- Worked with children at the Boys and Girls Club
- Helped children with their homework for school, certain group projects they had and helped them play games with each other while teaching lessons on how to become a team player
- Also worked with co-workers to help provide a better environment for the kids and the staff as a whole.
- Established and maintained safe play environment for children.
- Maintained neat environment by organizing toy bins and bookshelves.
Teacher's Assistant
Productions Academy
Gary, IN
01.2011 - 01.2013
- Helped organize events for the kids at the club
- Taught kids and co-workers how to work with one another
- Help others solve problems and get passed certain obstacles with the help of others as well.
- Assisted teachers with instruction and provided clerical support for diverse needs.
- Organized student performance and enrichment activities to facilitate learning.
Visual Project Assistant
Productions Academy
Gary, IN
01.2009 - 01.2013
- Worked on several visual art projects with many different people
- Learned how to work with people, identify their strengths and work smoothly with everyone as a cohesive group to achieve a common goal.
- Worked with senior project leaders to create project scopes and implement roadmaps.
- Created presentations and spreadsheets to convey project goals and scope to supervisors.
Education
High School Diploma -
West Side Leadership Academy
Gary, IN05.2013
Bachelor's - Digital Arts
Full Sail University
Winter Park, FLSkills
- Call Center Operations
- Prospecting Skills
- Mobile Phone Product Expertise
- Product and Service Knowledge
- Negotiation Tactics
- Personnel Training
- Customer Retention Abilities
- Credit Card Payment Processing
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Upbeat and Positive Personality
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Transaction Processing
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Customer Service
- Calm and Professional Under Pressure
Additional Information
- Certifications/Licenses , Life Insurance License (0214 License) February 2016 to July 2018 Able to sell Life Insurance in the State of Florida.
Timeline
Collections Specialist
Chase Bank
03.2023 - Current
Sales Activation Specialist II
Spectrum
02.2021 - 03.2023
Sales Support Coordinator
Spectrum
02.2020 - 12.2020
Intake Specialist
Morgan & Morgan
07.2019 - 12.2019
Collections Representative
24-7 Intouch
02.2019 - 07.2019
CSR II
24-7 Intouch
08.2018 - 02.2019
Customer Service Representative
24-7 Intouch
03.2018 - 08.2018
Senior Representative
Primerica
11.2015 - 03.2018
Child Care Assistant
Boys & Girls Club
01.2011 - 01.2013
Teacher's Assistant
Productions Academy
01.2011 - 01.2013
Visual Project Assistant
Productions Academy
01.2009 - 01.2013
High School Diploma -
West Side Leadership Academy
Bachelor's - Digital Arts
Full Sail University
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