MARY FORD
Grand Prairie,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Customer Service Experience
FSMB
08.2021 - Current
- Engage in real-time chat conversations to assist clients with account updates and inquiries.
- Provide clear and concise information regarding licensure history and related queries through chat channels.
- Address customer concerns promptly and professionally, ensuring a positive customer experience.
- Process and update customer accounts with accurate information based on provided details.
- Verify and authenticate user identity before making any account changes.
- Collaborate with other departments to ensure seamless integration of updated information into the system.
- Maintain up-to-date records of licensure history for clients.
- Coordinate with relevant licensing bodies to obtain and update information as required.
- Ensure compliance with regulatory standards and accurately reflect licensure status in the system.
- Monitor and manage the dedicated email inbox for customer queries and requests.
- Respond to emails in a timely manner, providing detailed and helpful information.
- Organize and categorize emails, ensuring that important updates and requests are prioritized.
- Keep detailed records of all interactions, account updates, and licensure history changes.
- Generate reports as needed, summarizing trends and common inquiries for continuous improvement.
- Maintain confidentiality and security of sensitive customer information.
- Communicate effectively with customers, both written and verbally, ensuring a high level of professionalism.
- Collaborate with team members to address complex issues and provide comprehensive solutions.
- Conduct regular reviews of account updates and licensure history changes to ensure accuracy.
- Implement quality control measures to enhance the overall service provided to customers.
- Stay updated on industry regulations and changes to licensure requirements.
- Suggest process improvements to enhance efficiency and customer satisfaction.
- Participate in training sessions to expand knowledge and skill set.
Quality Analyst
Center of Disease Control
05.2021 - 07.2021
- Using CDC Vax subject-matter knowledge and judgment, evaluated recorded and/or live conversations between the CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
- Evaluated interactions with CDC VAX callers for all contact center channels (Inbound and Outbound) using the appropriate quality solutions
- Provided accurate scoring according to approved criteria definitions, quality standards and standard operating procedures
- Effectively communicated monitoring results in written format, providing Operations Supervisors with key information to effectively coach CSRs to improve performance
- Identified and reported call trends to quality management staff
- Fulfilled weekly workload assignments, meeting the established performance metrics
- Participated in site quality meetings as assigned
- Participated in weekly calibration sessions and complied with defined scoring standards
- Complied with all CSR and respondent data privacy and security requirements
- Carried out additional quality initiatives and special projects as directed
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Collections Specialist
Exeter Finance
06.2020 - 03.2021
- Receives incoming calls and makes outbound collection calls to encourage payments and cure outstanding past due account balances to avoid further delinquency
- Early Stage collections for customers 5-45 days past due
- Also, received inbound customer service calls
- Notified customers of delinquent accounts with attempt to collect outstanding amounts
- Processed payments over phone and set up recurring drafts
- Arranged for debt repayment and established repayment schedule based on customer finances
- Negotiated credit extensions to assist customers in paying overdue accounts.
Regulatory Specialist II
GM Financial
09.2017 - 03.2020
- Respond to high risk regulatory processes such as credit disputes to ensure all state and federal guidelines are in compliance and minimize company exposure to fines and litigation
- Responds to all credit dispute verifications (CDVs) from all three major credit bureaus; Experian, Equifax, and Transunion as well as Invoice
- In addition, respond to and research written disputes directly from customers, inquires from customers and dealers, and validation of debt
- Work in a fast-paced office environment to reach service level goals
- Hand chosen by previous AVP to take on regulatory role after showing proven analytical skills, attention to detail, and leadership qualities
- Recognized for ability to adapt and take on additional processes as well as excel at them and effectively manage time
- Selected to assist in auditing/training new team members as well as assist peers
- Promoted from Customer Fulfillment Specialist to Regulatory Specialist I
- Promoted from Regulatory Specialist I to Regulatory Specialist II.
Emergency Roadside Dispatcher
AAA
03.2016 - 08.2017
- Responsible for supporting contracting facilities by providing clear, accurate updated information
- Heavy communication detail with members and prospects
- Perform transaction requests, and dispatch re-routes
- Handle all escalations from members with care and straight forward communication
- Monitor calls and team member performance
- Responsible for contacting vendors for bids
- Processing all member requests and concerns with internal systems in a timely and effect manner
- Monitored dispatch board and adjusted call priorities regularly based on caller needs
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Sr. Customer Service Specialist
Capital One
06.2015 - 03.2016
- Responsible for account processing, including; updating demographic information, payment transactions, payment transfer requests, letter requests, pay off calculations, credit limit increases
- Handled and processed all credit bureau escalations, account disputes, fraud alerts, lien releases, and account closures
- Educate customers on product knowledge and information.
Diamond Resorts International
Las Vegas
05.2010 - 10.2014
- Responsible for fixing problem accounts, by providing cleanups and keeping the accounts healthy and maintained
- Required to create solutions for complex account issues and online account issues
- Incentives coordinator and booking agent for elite account holders
- Responsible for assisting with inventory management for ADA (American Disability Act) account holders
- Responsible for creating all correspondence on behalf of the CEO and Executives
- Expected to respond to all escalated correspondence and telephone calls
- Promoted three times while with company.
Education
GED -
Victoria High School
Victoria, TXAssociate of Arts - Social Work
Tarrant County College District
Fort Worth, TX08.2024
Skills
- Quality assurance
- Call Center Operations
- Problem-solving abilities
- Inbound and Outbound Calling
- High-energy attitude
- Effective communication
- Leadership
- Flexible and Adaptable
- Verbal and Written Communication
- Multitasking and Prioritization
- De-escalation Techniques
- Microsoft Office Suite
Timeline
Customer Service Experience
FSMB
08.2021 - Current
Quality Analyst
Center of Disease Control
05.2021 - 07.2021
Collections Specialist
Exeter Finance
06.2020 - 03.2021
Regulatory Specialist II
GM Financial
09.2017 - 03.2020
Emergency Roadside Dispatcher
AAA
03.2016 - 08.2017
Sr. Customer Service Specialist
Capital One
06.2015 - 03.2016
Diamond Resorts International
Las Vegas
05.2010 - 10.2014
GED -
Victoria High School
Associate of Arts - Social Work
Tarrant County College District