Ron Marcellus

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Alexis N. Potish

517 Old England Loop| Sanford, Florida 32771| 386.216.9302 | AlexisPotish@gmail.com" AlexisPotish@gmail.com

SUMMARY: Obtain a position where my skill set in both customer service and collections can be applied to the company . I am extremely dedicated to the customer experience, while working hard to contribute to team cohesion as Team Captain. I am focused, driven and exhibits clear communication with peers and leadership with the aim of transforming opportunities into strengths.

EMPLOYMENT HISTORY: JP MORGAN CHASE BANK July 2014- Present Senior Specialist 1

To collect on accounts that have outstanding balances and to prevent the accounts from going delinquent. Provide financial advice on how to build or rebuild credit. Effectively support card members through financial hardship by building rapport and probing to determine appropriate solutions. Handling high call volume with tact, professionalism and patience while adhering to company parameters. Exceeded the expectations of card members and colleagues by providing outstanding customer experiences while maintaining high meets scorecard performances. Contributed as Team Captain by setting team goals, designing contests around goals and encouraging team involvement. This lead to increased team cohesion and a clean focus on areas of opportunity. Encouraged an inclusive environment by communicating meeting minutes, reminders and celebrations with the team. Consistently achieved 100% Regulatory and Policy Procedural compliance. Coach new hires during their training, such as side by sides and answering any questions they have. Mentor colleagues on proper procedures and efficient call handling.

CONVERGYS (AT&T) July 2013- January 2014 Technical Support Specialist Experienced in de-escalation techniques to calm upset customers when something would go wrong with their account.Maintained accurate accountability of billing records.Exceeded customer expectations by providing clear explanations of statements.

SKILLS & PROFIENCIES

Detail oriented, multitasking and well organizedProven Collections and Customer Service ExperienceTeam PlayerProficient in Time ManagementTeam oriented with the ability to remain professional at all timesProficient in computer skills; Microsoft Office applicationsTyping 60 - 70 wpm, no errorKnowledge in the use of basic office equipment such as copiers/printers/fax machines

ACHIEVEMENTS

Received the "Most Improved" award for developing a low meets to a consistent high meets scorecard within 3 months.

100% Compliance during the first quarter of 2016PERFECT 10 rating on the CSAT (Customer Satisfaction Survey)Recognition by the Division Leader of the Department for a Great Customer Experience for the 2nd Quarter

EDUCATION

SEMINOLE STATE COLLEGE Lake Mary, Florida 32746 May 2010