Customer Service Associate

ROGER DAVIS

**************@*****.*** 504-***-**** Arlington, TX 76018

Objective

Motivational leader and organizational problem-solver with supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize consumer engagement and employee performance. Computer Skills

• Inbound and Outbound Calling

• Team Collaboration

• Regulatory Compliance

• Complaint Handling

• Account Management

• Customer Service

• Negotiation

• Product Knowledge

• Familiarity with systems/programs: My Supervisor, Microsoft Office Suite, CSW, Autopro, AS/400, PEGA, T- SYS, Fastdata, Regulus

Experience

Santander Consumer USA North

Richland Hills, TX

Certified Customer Service Associate

05/2011 - Current

• Provided team lead scope of work for manager in interim basis.

• Receive inbound customer service inquiries in a timely and accurate fashion.

• Execute follow-up outbound calls.

• Initiate welcome calls to new clients.

• Develop effective relationships with all departments through clear communication.

• Update client files with insurance claim information.

• Assist client with title request inquiries.

CitiFinancial Auto/Santander Consumer

USA Irving, TX

Collection Specialist

06/2006 - 05/2011

• Found a resolution that best suits the company and client's needs.

• Performed appropriate collection and follow-up procedures of delinquent auto accounts.

• Minimized company's repossession efforts

• Assisted clients with resolution options to prevent future delinquency.

• Maintained and established positive client relationships.

• Skip-traced delinquent accounts.

• Leveraged an autodialer system.

• Adhered to the federal and state laws while still maintaining strong collection skills.

CitiFinancial Mortgage Coppell, TX

Recovery Specialist

06/2005 - 06/2006

• Cured the delinquency of charged off accounts.

• Negotiated settlements on behalf of the company.

• Assisted with the cessation of further legal proceedings on accounts.

• Skip-traced accounts.

• Adhered to state and federal laws while still being an effective collector. Citigroup Irving, TX

Sears Commercial One Collector

• Managed the collections of delinquent invoices.

• Entered disputed transactions

08/2004 - 06/2005 • Assisted customers with account information.

• Provided one call resolution by taking responsibility of an account to ensure consumer's needs were met.

• Resolved issues and inquiries with caring and individualized attention through a variety of systems and tools, while using effective problem- solving skills.

• Maintained and established positive client relationships.

• Obtained ways to improve service and eliminate or reduce costs through process improvements and system enhancements.

• Fostered and promoted teamwork and good morale by using effective interpersonal relationship skills.

• Performed special projects as determined by the Single Point of Contact Manager or other management.

• Provided ongoing, reliable input to management relevant to operational problems, issues, risks, and other matters.

• Initiated and completed any additional tasks required from the Unit Manager.

• Adhered to state and federal laws while still being an effective collector. Sears Credit Card Operations Center /

Citigroup New Orleans, LA

Senior Collector

10/1998 - 07/2004

• Responsible for collection of delinquent accounts 10-180 days past due

• Negotiated resourcefully to decrease company risk

• Efficiently skip traced and used all internal resources to locate account holders

• Identified and implemented process improvements

• Consistently ranked top collector

• Adhered to Federal Rules and Regulations while still being an effective collector.

Office Depot Corporation New Orleans,

LA

Assistant Manager

06/1995 - 09/1998

• Assisted and greeted customers.

• Performed weekly scheduling of employees.

• Entered weekly timesheets.

• Direct manager for 10 employees.

• Ensured that all workforce codes and standards were up to date. Education

McDonogh 35 Senior High School New Orleans

High School Diploma

05/1995

Jackson State University Jackson, MS

Some College (No Degree)

08/1995- 08/ 1997

• Band Scholarship Recipient

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