Stephen Coley

sc stephen coley professional summary Experienced customer service professional with 25 years of proven success in working in challenging environments, cultivating positive relationships, and exceeding goals. Highly skilled in managing customer inquiries and concerns. I have shown the ability to troubleshoot complex problems and provide effective solutions. With a strong work ethic, attention to detail, and a passion for delivering high-quality service, I am confident in my ability to contribute to the success of any organization. Portmore Jamaica - W:- skills • Problem Solving • Information Management • Effective Time Management • Effective Communication • Ability to work independently • Microsoft Word • Emotional intelligence experience Nicole's Tasty Delight | Kingston, Jamaica July 2021 - Current Administrator • Promoted customer loyalty by quickly and completely resolving complaints. • Improved business supply inventory, reducing costs by 10% while consistently meeting routine demands. • Achieved 100% accurate inventory records and tracked costs against budget targets. Unicomer (Ja) Ltd | Kingston, Jamaica September 2008 - July 2021 Senior Credit Analyst • Achieved or exceeded monthly underwriting goals, resulting in recognition as a top performer for 3 consecutive quarters. • Spearheaded a team of underwriters in reviewing and approving complex loan applications and a 95% approval rate for the team's portfolio. • Mentored and trained junior underwriters, resulting in a 15% increase in their productivity and a 25% reduction in errors. • Conducted in-depth risk analysis and due diligence on a large target, resulting in the identification of potential risks and the renegotiation of terms to mitigate those risks. Potential loss of $2.5 million averted. • Combined efforts with senior personnel to achieve quarterly targets often 10% above or more. Unicomer (Ja) Ltd | Kingston, Jamaica April 2003 - September 2008 Collections & Recovery Specialist • Resolved balances using proactive communication with external and internal customers. • Managed outbound collection telephone calls with consistent service quality and an excellent success rate of over 90. • Reduced accounts receivable delinquency through good customer relations skills and expert knowledge of payment options. • Reviewed daily credit holds to determine the correct time to release accounts. • Negotiated with clients to help reduce the bad debt portfolio and kept it within the range of 10% or lower. • Easily Adaptable • Achieved targets by working with a compassionate but aggressive approach and was at least 25% above the target. education Certification - Psychology January 2020 Coursera (University of Toronto), Online, St. Catherine Diploma - Architectural Studies June 2008 Crowne Professional College, Kingston, Kingston additional information Stephen is very diplomatic by nature with a natural tendency of finding the middle ground and resolving conflict. I am considered an introvert who enjoys my alone time but do crave social settings that invite interesting conversations. Being fair-minded by default, I am very analytical. Stephen is a very optimistic person who enjoys life but whose views, however, are not tainted by rose-colored glasses. I enjoy the outdoors, travel, and the beauty of nature.