Yyyyyy x. yyyyyy

Dynamic, dedicated professional with a vast customer-facing career background. Eager to contribute diverse skill set toward actively supporting employer-driven performance optimization efforts. Possess more than 20 years of progressively responsible experience in the banking and customer service sectors. Able to thrive under pressure in settings that call for diplomacy and a collected mindset. Blender of decision-making acumen with leadership know-how used to manage numerous projects concurrently. Adhere to set deadlines at all times per employer expectations so as to demonstrate loyalty and commitment. Adept at working effectively in both independent and cross-functional team settings. In pursuance of an opportunity position that will allow for leverage of skills and career growth; open to working in the sales, collections, hospitality, real estate, banking and food & beverage industries.

Leadership | Communication | Account Management | Customer Service | Relationship Building | Business Concepts

Interpersonal Skills | Strategic Planning | Time Management | Organization | Microsoft Office | Windows & Mac OS

The Credit Pros Ÿ 2017-Present

Credit Advisor

• Carefully assess client s credit reports to best assess their respective situations
• Educate clients on the criteria used to calculate their FICO scores
• Devise comprehensive action plans based on each client s financial objectives and needs

• Retain clients considering cancelling their service using people skills and troubleshooting know-how

Jr. Account Executive

• Work diligently to fully comprehend all customer goals and needs 

• Call on inbound call methods in order to source new sales opportunities
• Develop, expand upon and maintain a complete database containing all relevant data for prospective clients
• Effectively close sales and seamlessly achieve quarterly quotas
in the process

Cheesecake Factory Ÿ 2015-Present

Server

• Always deliver impeccable customer service to all patrons; familiarize each with menu items, specials and beverage selections, as well as the restaurant s wide variety of dessert offerings
• Accurately record all food and drink orders, including those placed for multi-course meals
• Maintain clear, ongoing communication with kitchen staff in order to stay mindful of patrons noted allergies and dietary preferences
• Processed all credit cards and cash reconciliations with timeliness and attention to detail

Higher One Ÿ 2014-2015

Seasonal Remote Customer Care Agent

• Delivered high-caliber customer service by responding to students calls in a personable, efficient, yet professional manner at all times
• Sought to resolve issues as they arose; completed customer call backs and responded to email inquiries regarding payment plan specifics
• Helped students with payment plan enrollment; also offered customer service in the form of web assistance, payment plan changes and payment processing

Yyyyyy x. yyyyyy

Bank of America Ÿ 2000-2013

Senior Collector (2004 2013)

• Utilized refined business savvy in managing daily operations
• Collected on delinquent accounts and tenaciously negotiated payment arrangements
• Skillfully executed effective yet fair debt repayment plans, often using skip tracing techniques
• Steered collection operations in a direction that garnered high-volume revenue returns 

• Evaluated client financials to decide upon optimal methods for settlement or repayment plans 


Quality Coordinator (2003 2004)

• Played a key role in supervising, coaching, training and directing all new hires
• Served as a key collaborator in carrying out Human Resources operations
• Engaged in the aforementioned through implementing performance incentives, assessing performance and providing mentoring to staff members in need of guidance

Customer Service Account Manager (2000 2003)

• Grew and sustained customer accounts so as to guarantee on-time delivery of quality service
• Fielded customer requests by increasing credit lines, adding services and providing documentation copies as needed

EXCLUSIVE MUSTHAVES Ÿ 2000 2005

Owner/Operator

• Led daily business operations including the supervision and workflow delegation of a five-person team
• Established budgets and devised marketing measures
• Developed methods for purchasing merchandise
• Aimed to ensure the utmost in customer satisfaction across all transactions


Bachelor of Arts, Business Management-Human Resources, Morgan State University

Member, Toastmasters International Speaking Network