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 |