Ro'shawn Mack
Lumberton,NC
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
5
5
years of professional experience
1
1
Certification
Work History
Work From Home Customer Service Representative
Verizon Wireless
Lumberton, NC
03.2021 - Current
- Improved customer service wait times to mitigate complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Educated customers on special pricing opportunities and company offerings.
Work From Home Collections Agent
Navy Federal Credit Union
Fayetteville, NC
01.2019 - 02.2021
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Resolved balance errors using accounting software.
Education
Associate of Science - Business Administration And Management
University of Arkansas Grantham
Little Rock, AR05-2022
High School Diploma -
Red Springs High School
Red Springs, NC06-2020
Bachelor of Science - Business Administration And Management
University of Arkansas Grantham
Little Rock, ARSkills
- Call Management
- Information Security
- Appointment Scheduling
- Consultative Sales
- Skip Tracing
- Collections Regulatory Guidelines
- Repayment Negotiations
- Account Auditing
- Billing and Collections Best Practices
- Collections Process Improvement
- Staff Development
- Recovery Techniques Specialist
Languages
English
Professional
Certification
- Escort Vehicle Operator Certification
Timeline
Work From Home Customer Service Representative
Verizon Wireless
03.2021 - Current
Work From Home Collections Agent
Navy Federal Credit Union
01.2019 - 02.2021
Associate of Science - Business Administration And Management
University of Arkansas Grantham
High School Diploma -
Red Springs High School
Bachelor of Science - Business Administration And Management
University of Arkansas Grantham