This document is a resume for Katrina Bullock. She is seeking a position in customer relations and administration that involves staff training and development. Her experience includes over 15 years working in customer service, collections, and administrative roles for companies like Cox Communications, Ondeck Capital, Wachovia Bank, and Teletech/Nextel Communications. She has strong skills in areas like account management, problem solving, data analysis, and utilizing software like MS Office, Icoms, Aspect, Optix, and PeopleSoft. Her most recent role was as a Collections Specialist at Ondeck Capital where she met quotas, negotiated payment arrangements, and provided underwriting teams with customer insights.

1. 1KATRINA BULLOCK
13300 Jefferson Commons Ct ♦ Herndon, Virginia 20171
Telephone: (703) 863-7700 ♦ Email: kdbullock1020@gmail.com
OBJECTIVE
I am currently seeking a challenging position in customer relations and administration. Collaborating
with an organization with staff training and development is one of my objectives to pursue. Through my
experiences, I’ve become adaptable to many software systems and have assisted in developing immediate
and long range strategic plans for departments and organizations.
SUMMARY OF QUALIFICATIONS
 Excellent Administrative Skills.
 Strong analytical, time management and organizational skills.
 Effective communicator in sophisticated environments.
 Proficient in MS Office, Icoms, Aspect, Optix and PeopleSoft
PROFESSIONAL EXPERIENCE
Accountemps (Ondeck Capital) Arlington, VA March 2015 - Current
Collections Specialist
 Develop genuine relationships with small business owners.
 Successfully meet and exceed daily and monthly quotas.
 Utilize sales skills to negotiate payment arrangements with our delinquent merchants.
 Pre-qualify customers for loan alternate payments and modifications.
 Manage existing relationships and maintain a consistent book of business.
 Conduct comprehensive risk evaluation of the customer’s account.
 Provide feedback to our underwriting and credit teams on potential trends in our delinquency population.
Cox Communication, Herndon VA January 2007 – November 2014
Revenue Margin Insurance Specialist
 Analyzed and reconciled collections invoices for errors that impacted revenue.
 Process bankruptcy notifications to resolve discrepancies on accounts.
 Answered client and visitor questions and investigated and corrected errors.
 Maintain financial records, set up spreadsheets, verify statistical reports for accuracy and completeness.
 Provide customer service and stewardship with courteous, accurate and timely responses to inquiries, both
in-person, phone and via e-mail, from internal and external constituents.
 Develop processes and procedures that enhance the productivity and effectiveness of the office.

Cox Communications, Chesapeake, VA February 2003 – January 2007
Front Counter Representative
 Provide clients with assistance with billing or service questions.
 Greeted and assisted visitors and clients, distinguished the nature of business and directed them to the
appropriate staff member. Issued visitor’s pass when required.
 Opened and routed incoming mail to the appropriate staff, answered correspondence and prepared outgoing
mail and packages for pick up; Fed EX or UPS.
 Operated office copy machine, computer, fax machine and multi-line telephone system.
 Rescheduled work orders that had not been completed by the end of the business day.
 Ordered office supplies and scheduled in office appointments and meetings for clients.
Teletech/Nextel Communications, Hampton, VA February 2002 – February 2003
Office Support / Customer Service
 Resolve client problems concerning customer service, billing and account issues.
 Maintain a professional image while interacting with visitors and clients.
 Maintain financial records, set up spreadsheets, verify statistical reports for accuracy and completeness.
 Take inventory of equipment and supplies, answer questions on departmental services and functions.
 Prepared correspondence and forwarded them to the appropriate personnel.
 Answer a multi-line telephone system.
 Prepared, issued and sent out receipts, bills, policies, invoices, statements and checks.
Wachovia bank Card Services, Chesapeake, VA June 1999 – February 2002
Customer Service Professional

2.  Provide information to clients about their existing accounts.
 Retain cardholders by providing alternative benefit solutions.
 Maintained and monitored client accounts to make adjustments when needed.
 Provide statistical information for merchandising, advertising, engineering and marketing