Mark Riggs

Interest

Bike touring, gardening and landscape photography.

Summary

Versatile financial services professional with excellent customer service, collections, and negotiations skills. Have multi-industry experience with telecommunications companies, insurance companies, mortgage lenders, credit card issuers, and commercial banks. Proven ability to quickly adapt  to rapidly changing conditions.  

Work History

Work History
Sep 2009 - Nov 2009

Center Sales and Service Representative

Qwest Communications

Inbound customer service and sales specialist. Resolved billing and service issues, sold long distance calling plans, high speed internet, DirecTV satellite television, and Verizon cellular telephone services to customers. Negotiated requests for installation, removal/changes of service, and related matters.

Jul 2008 - Jun 2009

Customer Service Specialist

Marsh Global Consumer

Effectively managed inbound calls for third-party administrator of insurance plans for associations nationwide. Provided prompt and courteous support for inquires about rates, general plan information, billing inquiries, dispute resolution, and claims information for health care providers.

•Earned a Certificate of Achievement for successful completion of NEA, MOAA, and Affinity Customer Service Training. Received a monthly award for achieving 100% Standard Met on all monitored calls.

•Friendly, attentive and helpful to retain business and be an effective brand ambassador.

•Extremely reliable and punctual.

Apr 2006 - Jun 2008

Customer Contact Representative

Citi Home Equity

Managed high-volume pipeline of stand-alone second mortgage and lines of credit products. Handled the preparation and documentation of real estate loans to prepare and schedule closings by telephone nationally. Served as the effective liaison for communications between title companies, appraisers, and underwriters.

•At the 2007 annual awards meeting, was presented Certificates of Excellence for top performance in three areas-Top Magic Scores, a measure of customer service skills, Voicemail Percentage, which measures call-handling expertise, and Perfect Attendance, a measure of reliability.

•With excellent multi-tasking and organizational skills, accuracy is consistently achieved. Outstanding written and verbal communication skills produced satisfied customers.

•Have earned a "Galaxy of Thanks" from the sales staff for highest percentage of booked loans for the entire department, including two $1,000,000 loan closings in a single month.

Apr 2005 - Apr 2006

Collections Representative

CHE Default Collections

Responsible for contacting mortgage loan customers to collect on past due loan accounts. Processed phone payments and resolved disputes to secure acceptable payment arrangements.

•Gave reliable and consistent performance to meet company goals.

•Demonstrated flexibility in taking on new assignments.

Aug 2004 - Apr 2005

Customer Service Representative

Citicards

Customer Service and Sales Representative for the Oil Company Credit Card portfolio of Citibank.

•Earned a "Rosie Award" for outstanding Customer Service, given in response to a customer's appreciation of excellent call-handling.

•Consistent and reliable performance earned top marks.

Mar 2001 - Aug 2004

Account Services Representative

Des Moines Regional Operations Center For Sears Credit

Customer Service and Sales Representative for Sears Cards, Sears Charge Plus, and Sears Gold MasterCard accounts. Handled all customer inquiries, resolved disputes, and sold additional services.

•Achieved a high degree of consistent performance.

•Excellent customer service and systems skills made for high productivity.

Oct 1999 - Jan 2001

Cash Management Representative

Contacted customers by telephone and written correspondence to collect payoff shortages by obtaining funds with wire transfers or overnight payments within 48 hours. Researched and resolved disputes involving missing payments. Acted as liason between homeowners, title companies, and attorneys. 

Education

Education
Jan 2006 - Jun 2008

MBA

University of Phoenix

Skills

Skills

Collections

•    Extensive Collections experience including early and late stage collections for retail credit, secured and unsecured lines and loans, and mortgage loan account portfolios. 

Customer Service

•          Highly-developed Customer Service skills with Magic training.

Professional Photography

•    Professional Photography and Video experience including broadcast television studio, high volume studio and school photography, weddings, and senior portraits. 

Word

•    Advanced computer skills including Word, Excel, PowerPoint, and Outlook. Extensive experience with varying types of computer systems used for insurance, banking, retail credit, collections and customer service functions, as well as Windows XP and Vista PC operating systems.