Cassandra Dixon

CASSANDRA DIXON CROSS 2945 Branton Woods Dr • Columbus, GA 31907 • [email protected] • 706-221-4223 QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over seven years of experience in account management, and call-center operations within the travel, mortgage, and telecommunication industries. • Talent for identifying customer needs and presenting appropriate company product and service offerings. • Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. • Expertise in resolving escalated customer service issues. • Secured numerous company achievement awards for delivery of exceptional customer service. • Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). PROFESSIONAL EXPERIENCE ROAD AMERICA — Columbus, GA May 2006 to June 2007 Assistant Coordinator (05/2006 to 06/2007) Serve as Assistance Coordinator for a major roadside assistance company servicing customers within the continental US as well as Puerto Rico. • Receive calls from customers who are stranded and requested identifying information and located customer in RADIIS system. • Identify the type of service that is needed. • Dispatched roadside assistance for stranded motorists by contacting contracted vendors utilizing computerized system. • Confirmed dispatched calls that have passed their estimated time of arrival by contacting the member to inquire on whether or not their service has been completed. GREENPOINT MORTGAGE— Columbus, GA 06/2002 to 10/2005 Loan Resolution Agent Serve as a Collection agent for a major mortgage company servicing FREDDIE MAC, FANNIE MAE VA and conventional, commercial and traditional loans. • Collected on assigned delinquent accounts via phone, letters and computer system • Verified the reason for the delinquency and discussed solutions to resolve the delinquency. • Analyzed delinquent accounts and made recommendations regarding legal action, extension or repossessions. • Resolved balance and due date discrepancies on delinquent accounts. • Documented collection activities. BELLSOUTH — Columbus, GA 07/2000 to 02/2002 National Directory Assistant As a National Directory Assistant, I handled incoming telephone calls with customers who have dialed 411 to receive national directory information. • Handled special requests i.e., credit, troubles, etc. • Provided courteous, efficient, prompt, and accurate customer service. • Recorded billing data when necessary for credit. • Investigate operator or customer reports of inaccuracies in the database. • Provide a high standard of courtesy, good conduct, and cooperation.

EDUCATION AND TRAINING Worked towards Associate Degree • COLUMBUS TECHNICAL COLLEGE— Columbus, GA was working towards a Master's Degree in Accounting • SAINT LEO UNIVERSITY— St Leo, FL