Allen Cole

With over twenty years of Customer Service and fifteen years of Call Center experience, I am in search of an opportunity to expand my horizons both professionally and personally. During my service in the Air Force, I was able to work with and learn from all types of personalities and cultures. This would prove beneficial when communicating with customers or mitigating their concerns.

I look forward to putting my years of expertise to work for a company that would benefit from my knowledge, training, and experience.

Escalated Mortgage Complaints Consultant at Wells Fargo Home Mortgage (2016-11 – 2024-06)

I have worked in the online customer service department doing customer service for the online app, chat customer service doing customer service through a chat platform, in the private bank department doing customer service for high-value clients, and currently in the mortgage executive office working on escalated complaints

Licensed Insurance Sales Agent at AAA NCNU (2015-09 – 2016-10)

• Sell personal line insurance policies including home, auto, and personal umbrella policies
• Excellent time management skills
• Perform customer service on Membership and Insurance accounts and first point of contact for back office departments including Claims, Policy Servicing, Roadside Assistance and Billing
• Superior Customer Service and Quality scores throughout tenure

Utility Locator at Stake Center Locating (2014-03 – 2015-09)

• Locate buried power, communication, and fiber optic lines
• Excellent time management skills

Student Loans Collections / Back Office at Discover Financial Services (2012-09 – 2014-03)

• Fulfill customer's daily correspondence request in an accurate and professional manner
• Top ranking in metrics monthly
• High-quality scores monthly
• Very good time management skills exercised daily
• Student Loans Repayment
• High dollar amounts collected monthly
• Excellent negotiation skills

Member Advocate / Customer Service Representative at C3 Customer Contact Channels (2011-09 – 2012-09)

• Maintained 98% quality scores throughout duration of employment
• Data entry and account maintenance
• Liaison between field sales agents and Medicare customers

Trainer / Customer Service Representative at Affiliated Computer Services (2009-06 – 2011-09)

• Train newly hired employees, call floor support, trainee reporting, and management
• Customer service for Verizon Wireless
• Maintained above 90% quality scores throughout duration of employment

Community College of the Air Force - Lackland Air Force Base (2001 - 2002)

Engineering in Engineering – San Jose State University (1999 – 2000)

Diploma – Hanford High School (1995 – 1999)