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

Customer Care Agent

Atlanta, GA

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

MetLife Insurance/Randstad	2015 – 2016
Telephone Sales/Lead Generator	Charlotte, NC

• 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%).

State Farm Insurance/Randstad	2015
Claim Service Assistant	Atlanta, GA

• 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.

Donnelly Communications	2010 – 2012
Call Center Representative	Atlanta, GA

• 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.

World Financial Group	2004 – 2006
Help Desk/Data Entry	Atlanta, GA

• 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.

American Express Financial Advisors	2002
Recruiter	Atlanta, GA

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

 

Lynk Systems	2001 – 2002
Telephone Sales Representative	Atlanta, GA

• 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.

Randstad and Office Specialists Staffing Agencies	1998 – 2001
Administrative Support	Atlanta, GA

• 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.

General Curriculum Studies	State University of New York at Buffalo
Leadership Training	Landmark Education Programs