Nanette D. Massey         Buffalo, N.Y.        NanetteDMassey@gmail.com  (770)374-3791

RELIABLE, CONSCIENTIOUS PROFESSIONAL with over twenty years of experience on the telephone. A persuasive communicator. Freelance writer and facilitator of live workshops about race, cultural sensitivity, diversity and inclusion. A results-oriented professional.

RELEVANT PROFESSIONAL EXPERIENCE

Capital Management Services                                                   January 2019 — May 2019

Telephone Collections Agent                                                                              Buffalo, NY

• Pre-charge off collections for Bank Of America consumer credit card customers.
• Maintained 100% of daily outbound call quota using an autodialer system.

Incomm                                                                                       December 2016–June 2017

• Answered inbound phone inquiries related to credit cards in strict adherence with PCI-DSS compliance.
• Volunteered for 6 pm to 3 am shift.

• Made more than 100 outbound calls daily to qualify auto and home insurance leads for licensed sales agents using Salesforce.com.
• Maintained closing rate of 35-41% (expectation was 25%).

• Inbound call center representative routing auto claims calls.
• Supported claim handlers by setting up claims, and ordering reports through LexisNexis.
• Volunteered for 11:30 am to 8 pm shift.

• Phone agent at frenetic inbound retail catalogue center. Took orders and customer service inquiries for industries as varied as clothing, restaurant, and building tools.
• Lauded for voluntary availability for third shift, weekends and holidays.

• Processed applications for life insurance and annuities.
• Responsible for phone line responding to field force inquiries regarding compliance questions.
• Received special mentions from field force for timely and thorough follow-through to their concerns.

• Responsible for weeding through resumes, identifying, and recommending prospects for available Financial Advisor positions.
• Performed pre-qualifying telephone interview to assess candidates.

• Sold electronic payment systems services to small retail merchants.
• Successfully up-sold additional equipment and related services.
• Consistently exceeded 130% of expected cold call volume on a daily basis.

• Receptionist, administrative assistant. Performed duties as a temporary employee with initiative and flexibility. 
• Served as first contact for Fortune 500 companies and others requiring a high degree of professionalism including Coke, Home Depot, Honeywell, Promina, Miller Brewing Co., The Weather Channel, and the Randstad corporate office.

EDUCATION

      City Honors School, Buffalo N.Y.