Objective Statement To maintain skills and continue and further knowledge, utilizing excellent communication skills and ability to work well in a fast paced environment to improve overall customer satisfaction. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Skills
Effective problem solver
Account Updates
Team Building
Training and Development
Schedule Coordination
Work History
Customer Service Manager, 03/2020 - 06/2020 Compass Group Usa Inc – Downers Grove, IL,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Evaluated customer account information to assess current issues and determine potential solutions.
Assisted approximately 30-35 customers each day with account questions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Consulted with customers to determine best methods to resolve service and billing issues.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Worked with managers to develop service improvement initiatives.
Documented conversations with customers to track requests, problems and solutions.
Set up and activated customer accounts.
Reviewed account and service histories to identify trends and issues.
Answered 30-35 inbound calls per day and directed to designated individuals or departments.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
Tracked timely receipt of invoices, monitored and identified late invoices and contacted vendors to obtain tardy invoices.
Evaluated accounts for payment compliance and contacted customers.
Provided service and attention to customers when face-to-face or through phone conversations.
Front-end service employees in a returns department manage transactions of purchase returns, refunds and exchanges.
Maintained office supplies by checking stocks and placing orders.
Responded to telephone inquiries from clients and members and delivered information to inform and educate callers.
Kept reception area clean and organized to offer positive first impression to every visitor.
Assisted with administrative tasks, including filing, answering phones and emails.
Earned reputation for good attendance and hard work.
Maintained, sanitized and vacuumed dining area and washing kitchen floors prior to closing.
Swept and mopped floors with proper signage to prevent customer injury.
Moved heavy furniture, equipment and supplies with hand trucks.
Took accurate messages for staff and management to facilitate open and speedy communication.
Received incoming packages and mail, dispersed parcels, correspondence and shipped outgoing items daily.
Sorted incoming mail and directed to correct personnel each day.
Helped to plan and execute parties for more than 10 guests, and preparing tables.
Handled up to $100.00 of petty cash transactions daily, accurately keeping payment records .
Used Authorize.net system process payments and issue receipts via email.
Worked with two different companies at simultaneously .
Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
Collected and removed trash.
Washed, cleaned and disinfected office equipment and restroom areas.
Secured all doors and windows after hours to prevent theft and trespassers.
Resolve past due accounts Answer inbound calls Manage daily tasks reports Manage follow up report (Action report).
Place follow up calls/send letters Handle member problems and identify possible solutions Contract negotiations to resolve Collections status Customer service 9+ months Collections experience 6+ months Follow up/ Verify any incoming correspondence FDCPA knowledge Basic computer skills Proven collection skills layton, UT.
Negotiated to collect balance in full.
Resolved challenging situations with friendly but firm strategies.
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