David S Wilson
Wilmington
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Celebrity Personal Assistant
Hollister Entertainment-Artist Dave Hollister/Teddy Riley
06.2015 - Current
- Oversee and maintain the daily schedule by facilitating communications (via email. phone, social media)
- Schedule appointments and coordinate logistics for travel, news interviews, photo /video sessions, fittings, and rehearsals.
- Provide tour support through extensively researching the concert city and venue. Arrange photographer/videographer sessions to capture behind the scenes and performance footage.
- Update Twitter, Facebook, and Instagram feeds with new content regularly
- Oversee styling and etiquette preparation for award shows: GRAMMYs, AMAs.
Senior Customer Service Specialist
Capital One
01.2023 - 09.2023
- Communicated with customers regarding new and existing financial products and services delivering excellence in customer satisfaction with a success rate over 90%.
- Provided real-time resolution in problem-solving issues while remaining in complaint with regulatory requirements.
- Investigate customer concerns by helping to create and implementing improvements in current processes.
Senior Customer Service Specialist
Pay Pal
12.2019 - 12.2022
- Maintained quality customer service for loan borrowers while remaining government and state compliant.
- Processed individual debits, ACH’s and electronic wire transactions for customers.
- Utilized TSYS, Citrix and Geneva Data systems in collaboration with Lexus Nexus, Accurant, TLO, Trans Union and Experian software applications.
- Assisted business owners in facilitating and managing their loan products.
- Initiated UCC demands when unable to resolute delinquency in a timely manner, working as a liaison between the legal department, customers, and vendors during the filing process.
- De-escalated complicated customer calls and complaints with an effective rate above 90%.
- Monitored our customers business trends through utilized aggregators.
- Interactively used several skip search applications in conjunction with the Internet to locate and contact customers when information on file required an update.
- Prepared and managed data in Excel spreadsheets for monthly team meetings along with presentations in PowerPoint.
Senior Collections Account Manager
Barclays
Newark
03.2008 - 06.2015
- Contacted delinquent, charged-off, or high-risk customers to secure payment and determine reason for delinquency on active loans/credit card accounts.
- Navigated a computerized data entry system and other relevant applications.
- Led the entire Collections Department (270 collectors) in Impairment metric for 10 months consecutively.
- Led the team for the month of May by collecting $32,000 in credit card payments.
- Maintained over a 50% Collection Rate on a Work que that, contained over 175 delinquent accounts.
- Negotiated 75-90% settlement payments on credit card accounts in 120+day late (or later) stages of delinquency.
Education
Diploma -
Alexis I. DuPont High School
Skills
- Communications Management
- Organization & Scheduling
- Detailed-Oriented
- Logistics
- Relationship Management
- Email and Social Media Management
- Customer service
- Regulatory compliance
- Problem solving
- Conflict resolution
- Data analysis
- Process improvement
- Customer relationship management
- Attention to detail
- Multi-line phone talent
- Inbound and outbound calling
- Account updating
- De-escalation techniques
Certification
- Certificate of Training in FDCPA
- UDAAP
- Regulation E
- Regulation Z
Phone
cell, (302) 683-5206
Skills Highlights
- Communications Management
- Organization & Scheduling
- Detailed-Oriented
- Logistics
- Relationship Management
- Email and Social Media Management
Timeline
Senior Customer Service Specialist
Capital One
01.2023 - 09.2023
Senior Customer Service Specialist
Pay Pal
12.2019 - 12.2022
Celebrity Personal Assistant
Hollister Entertainment-Artist Dave Hollister/Teddy Riley
06.2015 - Current
Senior Collections Account Manager
Barclays
03.2008 - 06.2015
Diploma -
Alexis I. DuPont High School