VERNICE DAVIS
COOLIDGE,AZ
Summary
Dynamic and driven Customer Service Professional and Administrative Specialist with 10 years of leadership experience. Analytical and creative problem-solver with exceptional organizational skills and an ability to effectively prioritize competing demands. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Self-motivated with experience working from a home office while meeting strict deadlines with minimal supervision.
Overview
14
14
years of professional experience
Work History
Banker Representative
U.S. Bank
02.2022 - Current
- Cultivate relationships and built rapport with individual customers and business clients to increase retention and satisfaction
- Maximize revenue by utilizing persuasive and consultative selling strategies to upsell and cross-sell banking services
- Field inbound calls via multi-line systems, providing support to clients with various banking services and financial accounts
- Diagnose customer needs and facilitate troubleshooting support for end-user technical and account issues
- Educate customers on the benefits of banking services, recommending additional products to meet complex financial needs.
Collection Specialist
Akraya
09.2023 - 10.2023
- Monitor accounts to identify outstanding debts investigate historical data for each debit or bill
- Fielded 200-300 calls daily
- Assisted borrowers over the phone via 3rd party to negotiate repayments
- Exceeded monthly goal with over 25,000 collected per month
- Followed strict guidelines providing 100% service and Helped customers with money management and payment plans.
Senior Client Communications Specialist
Rock Connections
Detroit, MI
05.2018 - 06.2022
- Served as a Subject Matter Expert and Mentor on company policies, customer service initiatives, and industry best practices
- Resolved escalated conflicts through root cause analysis and implemented corrective action plans to solve complex problems
- Qualified customer needs, clarified concerns, and researched customized issues to meet customer needs and accomplish goals
- Developed extensive knowledge of loan policies, forbearance requirements, and customized billing arrangements.
Student Choice & Payment Specialist
PSCU
Allen Park, MI
05.2016 - 04.2018
- Mitigated risks, protected company assets, and reduced liability by identifying and escalating fraudulent information
- Navigated calendaring systems and proprietary software to schedule appointments, process payments, and access accounts
- Guided students through the loan lifecycle, from initial set-up through final close-out to maximize compliance with federal laws.
Administrative Assistant & Secretary
Exclusive Heating & Cooling
Detroit, MI
09.2009 - 06.2012
- Spearheaded administrative and financial responsibilities, including processing biweekly payroll and evaluating staff timecards
- Partnered with customers and external vendors to schedule appointments, create work orders, and process invoices
- Multitasked effectively with several responsibilities in a fast-paced, high-pressure, deadline-driven environment.
Education
Associate of Applied Science -
Henry Ford Community College
High School Diploma -
Detroit City High School
Skills
- Training & Development
- Customer Relations
- Data Entry & Analysis
- Project Management
- Quality Control
- Database Management
- Senior Leadership Support
- Problem Resolution
- Employee Relations
- Navigational Skills
- Computer Proficiency
- Microsoft Office Suite
- Word
- Excel
- Outlook
- PowerPoint
- Windows
- MacOS
- IOS
- CRM Software
- Conflict Mediation
- Telephone Etiquette
- Call Centers
- Creative Thinking
- Ability to perceive Clients
- Time Management Skills
Timeline
Collection Specialist
Akraya
09.2023 - 10.2023
Banker Representative
U.S. Bank
02.2022 - Current
Senior Client Communications Specialist
Rock Connections
05.2018 - 06.2022
Student Choice & Payment Specialist
PSCU
05.2016 - 04.2018
Administrative Assistant & Secretary
Exclusive Heating & Cooling
09.2009 - 06.2012
Associate of Applied Science -
Henry Ford Community College
High School Diploma -
Detroit City High School
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