Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paul Dusza

Sachse,TX

Summary

Lifetime customer facing problem solver, I'm driven to improve results, and exceed company goals. Flexible fast learning specialist works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

  • Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
  • Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
  • Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

23
23
years of professional experience

Work History

Customer Solutions Agent

PayPal
01.2022 - Current
  • Work from home call center environment including direct messaging.
  • Assist 40-50 customers daily with disputes, payments, holds, limitations, security, investigations and regulatory.
  • Educate customers by emailing solutions.
  • Provide one touch customer contact resolution.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.

Collections Manager

Hypercore Networks
08.2018 - 12.2020
  • Manage collection of outstanding invoices B2B internet service, 507 accounts.
  • Reconcile past due accounts and address suspensions due to nonpayment.
  • Recorded all customer communications, debt balances, and received payments.
  • Adhered to Fair Debt Collections Practices Act and compliance regulations and security policies.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Supervised staff of collectors, monitoring phone calls and letters.

Sales Associate

Home Depot
11.2012 - 08.2018
  • 100% Customer Satisfaction: Winner of All-Star Service Award in 2012.
  • Listened to customers, diagnosed problems, recommended solutions, sold products for DIY projects.
  • Strong mechanical aptitude and excellent interaction with customers to understand specific needs.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

Accounts Payable Carrier Billing Analyst

Reallinx, Inc
10.2007 - 11.2012
  • Reviewed 30+ carrier bills for Internet Voip and Data Service Provider, Tracked all payments and expenditures with suppliers: purchase orders, invoices, and statements and filed disputes; utilized DISCO technology to speed up review times, improve accuracy with advanced AI, and secure data.
  • Researched and resolved invoice and payment issues for all external vendors.
  • Recovered over $100K worth of disputed carrier charges in 2010.
  • Assisted with annual audits by generating reports and collecting and consolidating invoice information.
  • Handled sensitive and confidential documents and information to maintain corporate reputation.
  • Provided strong customer service and support to prevent invoice and expense issues.
  • Streamlined bookkeeping procedures to increase efficiency and productivity.
  • Skilled at working independently and collaboratively in a team environment.

Mortgage Underwriter

Countrywide Home Loans
11.2005 - 09.2007
  • Analyzed 60-90 Loan application packages monthly with a 95% funding rate.
  • Approved or denied loans based on established criteria and underwriting guidelines.
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
  • Reviewed appraisals and title documents to verify accuracy and completeness.
  • Maintained mortgage compliance with federal agencies VA, HUD, and FNMA.
  • Verified integrity of applicants' information to minimize fraud.
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
  • Collaborated with loan officers and processors to obtain additional information and resolve discrepancies.

Installation Design Engineer

IP Communications
01.2000 - 10.2005
  • Single point of contact with vendor to design Metasolv TBS Oracle database customization for DSL and ATM Network.
  • Drafted documentation in network switching systems, transmission, 1st office applications. detailing design requirements and technical specifications.
  • Addressed design challenges and evaluated alternative design models to meet project requirements.
  • Design Of DSL network Equipment in 5 state network with 251 locations.

Education

Associate Degree - Computer Hardware Engineering

Control Data Institute

Eastfield College

Skills

  • Issue and Complaint Resolution
  • Complex Product Knowledge
  • Customer Relations Skills
  • Customer Account Management
  • Complaint Investigations
  • Trained in Salesforce
  • Customer Data Confidentiality
  • Customer Relationship Management
  • Confidentiality Requirements
  • Accounts Payable and Accounts Receivable
  • Installation Planning
  • Microsoft Office
  • Collection Management
  • Database Maintenance

Timeline

Customer Solutions Agent

PayPal
01.2022 - Current

Collections Manager

Hypercore Networks
08.2018 - 12.2020

Sales Associate

Home Depot
11.2012 - 08.2018

Accounts Payable Carrier Billing Analyst

Reallinx, Inc
10.2007 - 11.2012

Mortgage Underwriter

Countrywide Home Loans
11.2005 - 09.2007

Installation Design Engineer

IP Communications
01.2000 - 10.2005

Associate Degree - Computer Hardware Engineering

Control Data Institute

Eastfield College
Paul Dusza