Monique Jones
Norfolk,VA
Summary
Passionate and dedicated Client Service Representative with extensive experience in metric driven customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Disputes Lead
Portfolio Recovery
Norfolk
01.2018 - Current
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Tracked employee vacation time off requests using specialized software programs.
- Kept abreast of industry developments by attending training sessions, seminars and workshops.
- Managed high volumes of inbound and outbound calls in fast-paced environment to determine solutions.
Disputes Specialist Ll
Portfolio Recovery
Norfolk, VA
01.2015 - 01.2018
- Analyzed customer accounts to identify and resolve disputes.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Investigated and resolved customer complaints in a timely manner.
- Reviewed credit card statements for accuracy and fraudulent activity.
DSCRCCR Manager II
Bank Of America
Norfolk
01.2013 - 01.2015
- In my current role, it is my responsibility to resolve complaints for Bank of America CEO and President
- Serve as the liaison for various departments and customers to ensure seamless delivery of service
- Educated homeowners on options, such as Repayment plans, Special Forbearance, Short Sale, and foreclosure
- Researched, prepared, and/or procured documents or analyzed requests within established guidelines to determine appropriate course of action
- Managed a portfolio of 100+ loans in default, loan
DSCRPS Specialist II
Bank Of America
Norfolk
01.2012 - 01.2013
- I have a dual role to service mortgage loans, processed modifications, repayment plans, and liquidation options for default and non-default customers
- Document validation and net present value model running to identify and implement the appropriate solution that will assist the customer in a timely manner
- Ordered appraisals values and title history when necessary.
CSC Marketing Advisory II
Bank Of America
Norfolk
01.2012 - 01.2013
- Exceeded monthly sales goals by achieving departmental qualifiers ranking within the Top 5 percentile of my peers within the division consistently
- Transitioned inbound calls from service to sales: offered balance transfers, direct deposits for debt consolidation and premier products to meet card holder needs
- Increased revenue through up-selling and cross-selling credit card related products and building customer relationships
Branch Manager
Reliable Tax & Financial Service
Norfolk
01.2012 - 01.2013
- My responsibility was to oversee 3 Branches with 18 employees make sure everyone had their credentials through the IRS
- I maintained confidential personal files and process payroll
- Implement training course for new hires suggested new product that increased Quarterly earnings for all branch office under my supervision Kept the office up to date on new tax laws
- Prepared marketing plans to increase the business
Education
GED -
VIRGINIA BEACH ADULT LEARNING CENTER
Skills
- Microsoft Proficiency
- Completed customer service management training
- Oral and written communications
- Problem-solving abilities
- Multi-Task Management
- Customer Education
- Teamwork and Collaboration
- Active Listening
Timeline
Disputes Lead
Portfolio Recovery
01.2018 - Current
Disputes Specialist Ll
Portfolio Recovery
01.2015 - 01.2018
DSCRCCR Manager II
Bank Of America
01.2013 - 01.2015
DSCRPS Specialist II
Bank Of America
01.2012 - 01.2013
CSC Marketing Advisory II
Bank Of America
01.2012 - 01.2013
Branch Manager
Reliable Tax & Financial Service
01.2012 - 01.2013
GED -
VIRGINIA BEACH ADULT LEARNING CENTER