1. Sean W. Settle
(336) 662-7033, seanblon8@gmail.com
Objective
To obtain a position thatwill allow me to utilize my organizational,communication,and leadership skills within an
organization.
Education
 Chaffey College,CA: ( Business courses 1982-1983)
 Adelphi University (Business College 1986-1987),NY: Bookkeeping and Accounting courses
 Ashford University (Psychologycourses 2014 currentlyenrolled):CA
Software
 Microsoft Word
 Excel
 Cross
 Clarefire
 PowerPoint
 Mainframe
 Aspect
 CTI
 Citco
Experience
2014-present Eps/Verizon, Greensboro,NC.
 Customer Service (Customer Service)
Primary responsibilities: Receive inbound calls,in a call center environmentand place orders,troubleshoot,
and resolve customer’s issues concerning their phones,and billing questions.
1998 - 2014 Bank of America, Greensboro,NC.
 Quality Analyst (Collections 2011-2014)
Primary responsibilities: Monitored and evaluated the quality of inbound and/or outbound telephone calls.
Documented qualityissues and performance measures for managementreview.Provided information to
assistin the feedback and formal education process ofindividuals via telephone.Acted as subjectmatter
expert.
 Senior Account Manager (Collections 2009-2011)
Primary responsibilities: To provide superior level of customer service,contacted and negotiated loan
modifications,paymentarrangements with customers and clients,improved relationships,worked with
customers and clients to establish bestsolution for them and the bank.
 Group Specialist (Collections Consumer Risk Operations 2007-2009)
Primary responsibilities: To provide a superior level of customer service to the customer/clients calling into
Consumer Risk Operations.The role included directquality service and timelypayment resolution.Verbal
and written communication required in order to provide timelyand accurate resolutions. Worked in a group
environmentto bring delinquentaccounts currentand provided high performance resolutions for
customer/clients to develop good paymentpractices.
 Senior Loan Specialist (Collections Mortgage Loan Operations 2002-2007)
Primary responsibilities: Directed a 14-person process team who was responsible for office service support
of all units within the Greensboro Consumer Real Estate Department. Coaching and developmentofnew
associates and managing shiftscheduling to ensure dailywork was processed according to the service level
agreement.
 Quality Monitor (Consumer CreditServices 2001-2002)
Primary responsibilities: To review daily production processing to ensure adherence to established policy
and procedures. Maintained and distributed weeklyassociate performance standards. Assisted servicing
teams with external customer requests.
 Senior Customer Service Representative (Specialty Collections Consumer Credit Services 1998-2004 PT/FT)
Primary responsibilities: To provide superior level of customer service to the customer/clients calling into the
Consumer CreditService Call Center. The role included coordination between the Process Unitand the customer.
Verbal and written communication was required in order to provide timely and accurate resolutions for Specialty
Items such as;Yachts, Planes, and Boats.
 Documentation Retriever (Consumer CreditServices 1998-2001 FT)
Primary responsibilities: To provide vital loan documentation to the customer/clients,customer satisfaction,and
provided timely responses.

2. Awards
 Cela Medallion, Spirit Medallion, Associate of the Year, Top Performer,Quality Award, Leadership
Award, Certificate of Merit, Unit Leader Acknowledgement Award, Extraordinary Employee Award,
Award of Excellence, Volunteer Award, Collector Of the Month 11 of 12 months, Highest Collection
Rate Certificate 9 of 12 months.
References Available Upon Request