Knowledgeable and dedicated customer service professional with extensive experience in Collections & Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Calm and Professional Under Pressure
Customer Data Confidentiality
POS Systems and Ordering Platforms
Building Customer Trust and Loyalty
Upselling Products and Services
De-escalation Techniques
Customer Retention Strategies
Responding to Difficult Customers
Issue and Complaint Resolution
Understanding Customer Needs
Verbal and Written Communication
Customer Account Management
Creative Problem Solving
Multi-Line Phone Systems
Strong Analytical and Problem Solving Skills
Proactive Self-Starter
Regulatory Compliance
Time Management
Inbound and Outbound Calling
Establishing and Maintaining Customer Relationships
Patient and Empathetic
Excellent Attention to Detail
Work History
Call Center Representative, 09/2017 to 04/2021 Northrim Bancorp, Inc. – Kodiak, AK,
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Achieved and consistently exceeded revenue quota through product and service promotion.
Booking Agent, 03/2017 to 08/2017 Textron – CA, State,
Collaborated with staff members to make accurate reservations.
Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Maintained energy and enthusiasm in fast-paced environment.
Worked flexible hours; night, weekend, and holiday shifts.
Debt Resolution Agent, 07/2014 to 11/2016 FMS Inc – City, STATE,
Promptly responded to inquiries and requests from prospective customers.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Educated customers about billing, payment processing and support policies and procedures.
Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
Increased efficiency and team productivity by promoting operational best practices.
Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Account Manager, 01/2012 to 03/2014 Cavalry Portfolio Services – City, STATE,
Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Listened attentively to client feedback and worked with product development team to introduce revolutionary service expected to generate $[Amount] in revenues.
Education
High School Diploma: , Expected in 05/1980 Central Innovative High School - Oklahoma City, OK, GPA:
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