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Skills

  • Chargeback reduction
  • Customer account management
  • Bilingual communication skills French
  • Recordkeeping strengths
  • Communication with diverse stakeholders
  • Effective time management
  • Professional telephone demeanor
  • Fraud detection and prevention
  • Complaint Resolution Improvement
  • Money handling abilities

Work Experiences

  • Used a POS system to itemize and total the purchases of 16 customers.
  • Created and maintained a detailed database to develop promotional sales.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Kept the process and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Increased the team's revenue by over $9 in sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Clear understanding of data analysis and team leadership as well as stakeholder engagement training.
  • Strengths in project management and process improvement backed up by Banking and Financial Services training.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative with 5 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.
  • Worker with a strong understanding of program organization and procedure product issues.
  • Bring extensive high-call volume experience working with initiative consumers spanning 15 years.

Accomplishments

  • Facilitated weekly performance reviews with team members, resulting in a 16% improvement in KPI tracking adherence.
  • Monitored and analyzed client payment trends, providing senior management with actionable insights to reduce delinquency rates by 31%.
  • Designed customized payment plans for overdue accounts, improving recovery rates by 85% over 6 months.
  • Collaborated with the billing department to automate recurring billing setup, increasing branch revenue by 58%.
  • Monitored key performance indicators (KPIs) related to collections performance, achieving and surpassing department goals by 64%.
  • Documented and resolved method which led to system.
  • Negotiated payment plans with past-due customers, decreasing outstanding debt by $15 over the past year.
  • Resolved overdue invoices in collaboration with cross-functional teams, recovering over $10 within one year.
  • Created detailed reports on delinquency rates and payment trends, allowing management to make data-driven decisions and lower risk exposure.
  • Instituted a referral-based financial assistance program, driving a 64% increase in service utilization.

Affiliations

  • Association of Certified Collection Agents (ACCA)
  • Financial Executives International (FEI)
  • Lions Club
  • American Association of Finance & Accounting (AAFA)
  • Customer Success Association (CSA)
  • Certified Financial Planner (CFP) Board
  • National Financial Educators Council (NFEC)
  • Certified Customer Service Representative (CCSR) Program
  • Bank Administration Institute (BAI)
  • International Customer Service Association (ICSA)

Certifications

  • Certified Financial Services Compliance Expert - framework, 2015
  • Customer Success & Relationship Manager Certification - Lakeside Partners, 2016
  • Customer Financial Services Leadership Certification - Beacon Labs, 2018
  • Certified Customer Service Professional (CCSP) Meridian 2017
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Advanced Financial Reporting & Analysis Certification - Beacon Labs, 2024
  • Certified Revenue Cycle Representative - Ironclad Systems, 2017
  • Financial Services Data Analytics Certification - Salesforce, 2022

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