I am an enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. I have over 12 years of experience in the financial industry, specializing in Customer Support. My skills of communication and efficiency improve the productivity and add value to any group I work with. Proficient in Microsoft Office and have skills to support customers and fellow colleagues that can only be acquired through years of experience in the professional work environment. I am seeking employment at a company where I can apply my interdisciplinary knowledge to excell at company standards and expectations.
Skills
Senior leadership support
Quality control
High-energy attitude
Microsoft Office expertise
Inbound and outbound calling
Clerical support
Office equipment proficiency
Best practices and standards
Conflict mediation
Team member motivation
Experience
Senior Online Support Specialist , 10/2016 - 09/2017 Northern Trust Corp. – City, STATE,
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Documented conversations with customers to track requests, problems and solutions.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Explained key information regarding products and services to customers to encourage informed decision-making.
Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts payable data and reconciled daily totals to confirm proper accounting.
Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Served needs of as many as 50 customers per shift, including collecting payments, tracking rewards and handling customer service issues.
Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Consulted with customers to determine best methods to resolve service and billing issues.
Evaluated customer account information to assess current issues and determine potential solutions.
Customer Support and Collections Specialist , 04/2012 - 08/2015 PayPal – City, STATE,
Delivered service and support to each customer, paving way for future business opportunities.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Documented conversations with customers to track requests, problems and solutions.
Evaluated customer account information to assess current issues and determine potential solutions.
Located and monitored overdue accounts using billing system to begin collections process.
Overcame objections by applying advanced training and persuasion techniques.
Arranged for debt repayment and established repayment schedule based on customer finances.
Received payment and posted to appropriate customer accounts.
Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Collections Specialist and Accountant Support, 12/2007 - 03/2012 Continental Federal Credit Union – City, STATE,
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Met demands of busy collections group by performing high volume of daily calls.
Arranged for debt repayment and established repayment schedule based on customer finances.
Overcame objections by applying advanced training and persuasion techniques.
Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of customer service and negotiation.
Mentored new members on scripts, strategies and company information to maximize performance.
Completed accurate and efficient data entry and database updates to support Collections operations.
Maintained process documentation for financial department operations.
Reviewed general ledger entries for accuracy and completeness.
Researched and resolved collections disputes to maintain customer relationships.
Education and Training
Associate of Arts: Communications, Expected in 05/2019 - Maricopa Community Colleges - Chandler-Gilbert Community College - Chandler, AZ GPA:
Completed coursework in Business, Communications and Art.
Bachelor of Arts: Interdisciplinary Studies, Expected in 12/2021 - Arizona State University - Tempe, AZ GPA:
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School Attended
Maricopa Community Colleges - Chandler-Gilbert Community College
