Professional Experience

Coleman & Associates Norfolk, VA
DSL Specialist
Analyze and resolve DSL (digital subscriber line) account discrepancies, acting as mediator between customers and various company entities. Following accounts through to completion, keeping clients updated and completing queue assignments within specified deadlines.

Bank of America, Norfolk, Virginia
Commercial Credit Inquiry Analyst
Responded to inquiries from internal and external customers concerning commercial credit cards. Reviewed and analyzed commercial credit applications and credit bureaus to determine credit worthiness on new and existing customers. Maintain knowledge of current policy, procedures, systems and commercial card products and programs.
• Received the "Customer Leadership Award" for going the extra mile to provide exemplary customer service.

Account Manager
Ensured compliance to applicable regulatory and corporate policy requirements for Card Services Division. Reviewed credit bureau reports to determine possible risks to the bank, to accept or decline low interest payment agreements, and to retrieve skip trace data. Assisted with administrative duties and chosen for leadership role in absence of supervisor.
• Awarded departmental top performer awards for rehabilitating past due accounts and exceeding goal by 15%.
• Received recognition for volunteering for company project to integrate Barnett Bank collections accounts.

QVC, Inc., Chesapeake, Virginia
Team Leader/ Coach
Provided training on order entry and customer service for new hires, introduced new programs, and provided motivation for the team. Monitored new employees and maintained weekly payroll information.

Customer Service Representative/ Order Entry Representative
Investigated customer inquiries regarding billing orders and tracing orders/merchandise from vendors. Provided settlements to resolve customer complaints. Maintained customer relations and successfully solved issues utilizing sound judgement.

Southern New England Bell, Hartford, Connecticut
Phone store Representative/ Information Operator
Dealt comfortably with general public while establishing accounts for new customers, solving problems with existing accounts, and assisting customers with the resolution of delinquent accounts. Assisted existing and new customers with selection of telephone service and equipment. Administered management’s policies on customer accounts.