Maxine Vann
Chesapeake,VA
Summary
Results-driven professional with 18 years of experience in customer service. Proven expertise in complaint resolution and team collaboration. Focused on enhancing customer experiences and driving satisfaction through proactive communication and effective problem-solving.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GEICO
Virginia Beach, Virginia
09.2007 - 11.2025
- Educated clients on coverage options and discounts available.
- Resolved customer complaints through effective communication and problem-solving.
- Utilized company software to manage customer accounts efficiently.
- Collaborated with team members to improve service delivery processes.
- Provided timely follow-up to ensure customer satisfaction after interactions.
- Maintained up-to-date knowledge of insurance products and industry regulations.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Identified opportunities for upselling additional products or services based on customer needs.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Collections Agent
Portfolio Recovery Associates
Chesapeake, Virginia
01.2005 - 09.2007
- Managed inbound and outbound calls for debt collection efforts.
- Negotiated payment arrangements with clients to resolve outstanding debts.
- Documented account interactions and updates in the company database.
- Collaborated with team members to share best practices and strategies.
- Provided exceptional customer service while addressing client inquiries.
- Reviewed account information to ensure accuracy before collections actions.
- Followed compliance regulations during all communication with clients.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Resolved complex issues that arose during the collections process.
- Updated account status records and collection efforts.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Upheld privacy and security requirements for customer information.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
Sales Associate
Sears
Norfolk, Virginia
01.2003 - 01.2005
- Assisted customers with product selection and provided detailed information.
- Maintained store appearance by organizing merchandise and displays effectively.
- Handled customer inquiries and resolved issues to ensure satisfaction.
- Collaborated with team members to achieve sales goals consistently.
- Processed transactions accurately using point-of-sale systems.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Worked with fellow sales team members to achieve group targets.
- Handled customer complaints in a professional manner.
- Provided accurate information about products, prices and services.
- Assisted customers with product selection, sizing and styling.
Education
High School Diploma -
I C Norcom High School
Portsmouth, VA06-1997
Skills
- Customer education and support
- Complaint resolution
- Account management
- Industry regulations
- Payment processing
- Relationship management
- Problem solving
- Team collaboration
- Time management
- Effective communication
- Stress management
Certification
insurance license for Virgina, MD, PA,WV, NC, CA and TX
Timeline
Customer Service Representative
GEICO
09.2007 - 11.2025
Collections Agent
Portfolio Recovery Associates
01.2005 - 09.2007
Sales Associate
Sears
01.2003 - 01.2005
High School Diploma -
I C Norcom High School