Richard Nortey
Elkins Park
Summary
Customer Service Representative and operations leader with 10+ years of experience in Customer Experience, high-volume support environments, and customer-facing account resolution. Proven ability to handle Call Center / High Volume Calls, Billing Support / Billing Resolution, Skip Tracing, and Escalation Support while maintaining professional communication, compliance, and accurate CRM Documentation. Strong background in Account Management, Order Processing / Service Changes, guided issue resolution (Troubleshooting / Guided Troubleshooting), and customer retention strategies. Experienced supporting KPI-driven environments with a Quality Assurance / QA mindset.
Overview
22
22
years of professional experience
Work History
Program Manager & Operations Consultant
Jahlil Beats Academy
Philadelphia, PA
01.2023 - Current
- Provide daily customer-style support across multiple stakeholders by resolving issues, answering questions, and maintaining professional communication.
- Track workflows, document updates, and maintain accurate records to support performance and compliance.
- Support scheduling, reporting, and process improvement to enhance overall customer/student experience.
Operations / Client Services / Business Management
HHS1987
Philadelphia, PA
01.2008 - Current
- Executed high-touch customer service for clients and stakeholders, managing high-priority scheduling requests and facilitating effective communication for issue resolution.
- Oversaw account-level support, addressed escalations, and ensured client satisfaction through reliable service delivery.
- Oversaw operations budgeting and project execution to drive financial growth.
HR Supervisor (Call Center / Employee Support)
Twelve31 Transport
Philadelphia, PA
07.2023 - 09.2025
- Supported employees in a high-volume call center environment, responding to frequent inquiries and resolving concerns quickly and professionally.
- Delivered Customer Experience support by handling escalations, employee relations issues, and service questions while maintaining confidentiality.
- Managed documentation and maintained accurate records for compliance and performance tracking.
- Improved internal processes, contributing to stronger retention and reduced recurring workforce support issues.
Call Center Case Manager / High-Risk Collections / Skip Tracer
Chrysler Financial (Cerberus Capital Management)
Horsham, PA
01.2004 - 01.2008
- Worked in a call center / high volume calls environment supporting customers with sensitive accounts, payment issues, and account resolution needs.
- Managed high-risk collections, negotiating repayment arrangements and delivering professional, compliant customer communication.
- Provided billing support / billing resolution by reviewing balances, payment history, and delinquency details to guide customers toward solutions.
- Handled escalations and complex issues with accuracy, ensuring clear documentation and next-step resolution.
- Maintained detailed records and strong CRM documentation while complying with FDCPA guidelines and confidentiality policies.
Education
B.S. - Business Management
West Chester University
West Chester, PA2003
High School Diploma -
Cheltenham High School
Wyncote, PA1998
Skills
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Enhanced customer experience through proactive engagement and support initiatives
- Assisted customers with billing inquiries and issues Provided support for billing resolution processes Collaborated with team members to enhance customer satisfaction
- Oversaw comprehensive account management processes to enhance client relationships
- Assisted customers with inquiries through high volume call handling Provided support to resolve issues efficiently Maintained accurate records of customer interactions
- Facilitated escalation support to resolve complex customer issues efficiently
- Assisted in troubleshooting technical issues to enhance user experience Supported guided troubleshooting sessions to resolve customer inquiries effectively
- Processed customer orders efficiently to support timely service delivery Assisted in implementing service changes to enhance customer satisfaction Collaborated with team members to streamline order processing workflows
- Assisted in creating and maintaining CRM documentation for team reference Supported team members in accessing and utilizing CRM resources effectively Contributed to the organization of documentation for improved clarity and usability
- Supported quality assurance processes by conducting thorough testing of products and identifying defects Collaborated with team members to implement corrective actions and improve product quality Assisted in maintaining documentation for quality standards and procedures
- Assisted teams in tracking key performance indicators to monitor project progress Supported data collection and analysis to identify areas for improvement Contributed to the development of reports summarizing performance metrics
- Assisted in tracking and analyzing performance metrics to support team objectives Helped identify areas for improvement based on performance data Contributed to the development of strategies to enhance overall performance
- Assisted in developing strategies to enhance customer retention and loyalty Supported initiatives aimed at improving customer satisfaction and engagement Collaborated with teams to implement feedback mechanisms for continuous improvement
Timeline
HR Supervisor (Call Center / Employee Support)
Twelve31 Transport
07.2023 - 09.2025
Program Manager & Operations Consultant
Jahlil Beats Academy
01.2023 - Current
Operations / Client Services / Business Management
HHS1987
01.2008 - Current
Call Center Case Manager / High-Risk Collections / Skip Tracer
Chrysler Financial (Cerberus Capital Management)
01.2004 - 01.2008
B.S. - Business Management
West Chester University
High School Diploma -
Cheltenham High School