Michael Rossi

• Increase customer satisfaction by providing expert representatives and timely response times, promoting accuracy in client database and personally handling escalated calls, and complaints.
• Expert in consumer credit, credit reporting and scoring models and credit improvement tactics.
• Increase client success rates by 28% through development of training materials and writing effective dispute letters.
• Uphold company’s spotless reputation with the BBB and secured positive reviews.
• Knowledge of consumer protection laws: FCRA, FDCPA, FACTA, TILA, and CROA.
• Manage all lines of communications from client base: Email inboxes, faxed documents, uploaded client documents and letters, instant messages, phone lines and in-person visits. Reduce queues by 15% to ensure quick, quality responses.

• Recommended a client’s best course of action after direct telephone counseling, creating workable budgets and analyzing all options.

• Guided clients through financial hardships by creating a complete financial picture for each client. Created a complete budget to help guide spending and reviewed credit scores. Discussed the clients’ options and made a recommendation specific to their financial goal: debt management plans (DMP), direct hardship arrangements, home equity loans, debt settlement, and bankruptcy. Completed a rigorous, yearlong training program.
• Branch Counselor – Provided face-to-face credit counseling for Palm Beach County.
• Handled referrals from Regional President’s office. Provided counseling to The Lord’s Place program recipients and residents on credit subjects; how to get back on solid financial ground, establish or rebuild credit worthiness.
• DMP Counselor – Guided Clients through the enrollment process and coordinated the start of their Debt Managements Programs. Contacted clients frequently, answering questions and concerns.
• Licensed in South Carolina – Attended SC-CPE training to become licensed to offer Credit Counseling to South Carolina residents.
• NFCC Certified Consumer Credit Counselor – Certified by the National Foundation for Credit Counseling: 2009, 2011. Participated in projects designed to enhance quality of services, operate more efficiently and effectively. Proposed changes to save company over $100,000 annually.
• NFCC Certified Housing Counselor – Certified by the National Foundation for Credit Counseling. Reviewed clients’ options regarding their mortgage: Foreclosure prevention and Loss Mitigation.
• Bankruptcy – Pre-filing Certification Counselor - Provided court mandated pre-filing counseling. Discussed alternatives to bankruptcy to provide for informed decisions.

• Certified by the National Association of Certified Credit Counseling. Created a loyal customer base through the resolution of escalated and presidential calls. Ensured quality and consistency by writing and designing a book of scripted responses to frequently asked questions and customer concerns.

• Correspondence Coordinator – Addressed customer concerns though email center and website inquiries, using clear and professional communication to resolve their issues. Wrote the Basic Procedures Manual for the Customer Service Department that lead to ISO 9001 Certification.

• Client Services Team Leader – Mentored a team of representatives to improve performance and increase productivity. Taught team how to communicate with many types of people and how to address a variety of customer concerns. Also monitored call volume, tracked attendance and distributed team responsibilities.

• Presidential Assistant – Resolved Presidential/CEO level complaints. Negotiated resolutions and maintained professional and caring customer relations.
• Corporate Liaison – Exclusively provided customer support for corporate partners.
• Manager On Duty – Coached agents on problem calls and personally handled the most escalated calls.