Highly motivated, results-driven customer service professional with five years of experience and a track record of training and managing a team. Proficient in conferring with customers by telephone or in person to provide information about products or services. In-depth knowledge of principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Authorized to work in the US for any employer
Core Strengths
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Accomplishments
Work Experience
Collector III, 02/2016 to Present Hilton Grand Vacations – Sanibel, FL,
Responsibilities- Collector III, include collection calls and/or correspondence in a fast paced goal oriented collections department.
Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.
Responsible for monitoring and maintaining assigned accounts,Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos.
Also accountable for reducing delinquency for assigned accounts.
Customer Care Specialist, 2015 to 01/2016 Valley National Bancorp – Englewood, NJ,
Assist customers with complex billing account Provide troubleshooting information, report and analyze customers' information and needs issue billing details and open and close customer accounts.
The direct link between a company and its existing and potential customers.
Accomplishments Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Head Cashier and Keyholder , 05/2014 to 03/2015 Lazy Boy – Pineville, NC,
Greeted customers and determined their needs and wants Advised customers on utilization and care of merchandise Provided advice to clients regarding particular products or services Assisted in visual merchandise Accomplishments Attained 100% customer satisfaction by taking careful feedback and building on the same to improve the customer services being delivered.
Boosted effectiveness and productivity of the sales team by initiating better incentives for the sales staff directly in contact with the customers.
Assistant Sales Manager , 11/2013 to 04/2014 Bank Of Tennessee – Kingsport, TN,
Manage retail staff, including cashiers and people working on the floor.
Meet financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Analyze operating and financial statements for profitability ratios.
Utilize information technology to record sales figures, for data analysis and forward planning.
Accomplishments Developed strategic and operational sales plans which resulted in 40% increase in overall sales and gross margin.
Maintained effective working relationship with customers, amplified customer base by 50%.
Identified target markets and established successful plans to develop them.
Expanded additional sales by 20% through innovative selling techniques.
Customer Care Agent, 04/2013 to 04/2014 Ttec – Nashville, TN,
Resolve customer complaints via phone, email, mail, or social media.
Greet customers warmly and ascertain problem or reason for calling.
Assist with placement of orders, refunds, or exchanges.
Suggest solutions when a product malfunctions.
Utilize computer technology to handle high call volumes.
Accomplishments Resolved customer complaints by identifying problems and taking appropriate corrective action Resulted in 50% increase in department's efficiency.
Demonstrated professional etiquette and manners when interfacing with customers which resulted in 80% improved feedback of customers.
Customer Service and Sales Representative, 10/2012 to 05/2013 Doordash – Tempe, AZ,
Answer questions regarding status of various accounts and attend to problems or complaints from customers in person, on the telephone or by written correspondence.
Post payments to the proper account.
Process adjustments, returned checks and refunds.
Research and resolve account and billing problems.
Complete special projects as assigned by the Utility Billing Supervisor.
Accomplishments Lead the team in great customer service with a satisfaction rate of 85%.
Shift Lead, 02/2012 to 11/2013 McDonald's Corporation – City, STATE,
Monitoring training and development of new employees on shift.
Lead each shift by delegating duties, assigning tasks and following up with all team members.
Acting with integrity and honesty while promoting the brand.
Check food quality and temperatures to meet Healthy and Safety Regulations.
Accomplishments Hired and trained qualified crew members that provide outstanding customer service.
Qualified and skilled in every position inside McDonald's Corporation.
Educational Background
Bachelor of Science: Business Administration Management, Expected in 2019 Strayer University - Charlotte, NC GPA: Business Administration Management
Associate: Fashion Marketing and Management, Expected in 2014 The Art Institute of Charlotte - Charlotte, NC GPA: Fashion Marketing and Management
High School Diploma: , Expected in 2011 E.E. Waddell High School - Charlotte, NC GPA:
AWARDS E.E. Waddell High School Honors Graduate June 2011 Vice President of the Student Council. I also maintained a grade point average of a 3.8. Graduated high school with honors. National Deans List Scholarship February 2012 Awarded the National Deans List $3,000 Scholarship based off my grade point average of a 3.9 three consecutive semesters. The National Deans List is awarded to outstanding college students who are recognized for their above average test scores and excellence in each college course. ADDITIONAL INFORMATION References available upon request"
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