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Skills

  • Direct sales
  • Customer Relationship Management (CRM)
  • Advanced Excel and financial models
  • Clerical support
  • High-energy attitude
  • Report creation
  • Inbound and outbound calling
  • Quality assurance controls
  • Process streamlining
  • Promotional support

Work Experiences

  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Determined accurate prices for metric customer services by searching for the best deals and prices for customers on a regular basis.
  • Was in charge of processing customer account changes.
  • Trained 6 new employees in procedures and policies in order to improve team performance each quarter.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.

Summaries

  • Service-oriented and quality-focused, with 5 years of Miscellaneous experience and a track record of success.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Financial Care Specialist with 7 years of procedure customer service experience.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Financial Care Specialist with a 6-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Well-versed in Jira solutions and a strong communicator.
  • Financial Care Specialist is an energetic and dependable Financial Care Specialist who has been well-trained and excels in high-end merchandise environments.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.

Accomplishments

  • Implemented financial transaction analysis procedures that provided deep insights into customer payment behaviors, reducing non-payment cases by 50%.
  • Provided customer-specific financial counseling that improved repayment plan adherence by 78%.
  • Coordinated with the accounting and collections teams to reduce total outstanding liabilities by $7 in three years.
  • Assisted in the transition to a centralized billing system, optimizing payment processing and decreasing overdue balances by $17 over two years.
  • Developed regular reports for senior management, enabling data-driven strategies to recover overdue payments totaling $14.
  • Identified and addressed technical issues within the payment system, reducing system downtime by 80%.
  • Supported the successful integration of a new payment processing system, achieving a 59% reduction in manual payment errors.
  • Collaborated with Jira team to develop features that enhanced the accuracy of client account information in the CRM, reducing errors by 60%.
  • Mentored junior staff on financial care procedures, helping the team meet 39% of its debt recovery goals.
  • Resolved complex billing issues by collaborating with various teams, recovering $8 in outstanding balances.

Affiliations

  • Engaged in business process improvement training via the National Contract Management Association (NCMA) workshops.
  • Earned the Certified Financial Planner (CFP) designation in 2016, with a concentration on resolving financial customer disputes.
  • Affiliate member of the American Institute of CPAs (AICPA), collaborating on financial dispute resolution case studies.
  • Affiliated with the Society of Financial Service Professionals (SFSP), actively participating in certification programs and conferences.
  • Engaged with the Association for Financial Professionals (AFP) to stay current on best practices for managing overdue balances.
  • Member of the International Association of Credit Portfolio Managers (IACPM), focusing on risk mitigation and credit collection strategies.
  • Member of the International Compliance Professionals Association (ICPA), receiving alerts on the latest regulatory changes affecting financial care services.
  • Certified in Regulatory Compliance for Financial Managers from Ironclad Systems in 2021, focusing on aligning financial operations with industry regulations.
  • Regular attendee of the Financial Counseling Association of America (FCAA) webinars and workshops on customer dispute resolution.
  • Volunteered as a Financial Mentor with the local branch of the Financial Planning Association (FPA) in Austin.

Certifications

  • CompTIA Security+
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Certified Debt Specialist (CDS)
  • FINRA Series 6 - Investment Company Products and Variable Contracts Representative
  • Association for Project Management (APM)
  • SAP Certified Application Associate
  • Accounts Receivable Management Certification (ARM)
  • ServSafe
  • Google Certified Professional Cloud Architect

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