Casandra Sims

Customer Care Specialist

Ca'Sandra Sims - Elizabeth, NJ 07201

acbv16@r.postjobfree.com - 908-***-****

** ***** ** ********** ** large inbound/outbound call center environment

* ***** Supervisor experience

4 years of experience as a collector in a call center environment

Experience in front end collections 30-90 day delinquencies

Experience in payment arrangements and payoff quotes

Ability to navigate through multiple screens with ease while conversation with client on the phone.(acd)

2 year of experience collections on 30-60 day credit/banking loans with Cavalry Portfolio Service

Intermediate in Microsoft excel, office and word.

Experience in trobleshooting, order entry, order tracking (ups,fedex, usps) e-mail and fax.

Experience in promotion of company’s products(upsales)

4 years Dispatch experience @ contracting company for Cablevision.

8 years of cash handling.

Has Associates Degree in Accounting with Wayne Community College

WORK EXPERIENCE

Customer Service Compliance Specialist

CDI Temporary Staffing - Arizona/ Office Location Only - July 2013 to September 2013

Temporary assignment as Customer Care Compliance Specialist @

Western Union/Fraud Department

Investigation of Possible Fraud Transactions. Inbound and Outbound

call center.

Customer Care Dispatch Lead /Supervisor

Integrated Tech Group - Edison, NJ - July 2010 to March 2013

Supervised and trained all employees in Dispatch Department.

Assist in hiring new employees.

Meet and Greet Members of Upper Management and their guest / explaining in detail each department's

function.

Trained Technician Supervisors via internet procedures on tracking

job creations, deletions, assigning and reassigning

Ran daily accurate hourly reports to management regarding both technicians and dispatchers.

Successfully handled daily all in and outbound calls with a minimum of 100-110, in which 50% were

troubleshooting.

Generated work orders for all technicians and supervisors in the field.

Tracked all technicians and supervisors via Sage Quest to ensure ETA

was in accordance with customer's scheduled appointment.

Made necessary amendments to customer's accounts regarding up and down grading of service, promotions

and financial.

Generated and accurately verified and submitted to management

employee's end of the week time reporting, time off request and any

shift changes for both dispatchers and technicians.

Communicated daily with all members of management regarding all need to know issues.

Customer Care Specialist / Dispatch /Temporary

Vitel Communications - Union, NJ - March 2010 to May 2010

1. Handle the process to change/close existing work orders. (20%)

2. Schedule work for technicians. (25%)

3. Make customer contact via phone or email. (20%)

4. Maintain work orders & records. (15%)

5. Monitor technicians' schedules to ensure the Company's On-Time Guarantee. (10%)

6. Provide daily reports as required. (10%)

7. Perform other duties as assigned. (5%)

Temporary Bridge and Tunnel Officer /Toll Collector

Triboro Bridge and Tunnel Authority - New York, NY - August 2008 to August 2009

Collection of various vehicle tolls.

• Assist customers with EZ pass issues, directions and unpaid tolls.

• Assist with plaza traffic during difficult times.

• Provided daily financial reports.

Customer Service /Sales Department/Call Center

Sales Department - March 2008 to August 2008

Handled 100 inbound/outbound calls per day in a callcenter.

• Inputting quotes for various merchandise, regarding washroom equipment for various companies.

• Revisions, additions, deletions, price conversions for special pricing.

• Interaction with credit department and company's sales reps.

• Special sizing, rmas, invoicing, shipping arrangements and status reports, carton tracing, e-mails, faxes,

upsales

• Handled 150 inbound/outbound calls per day in relation to collection of party equipment.

• Collected 30-90 day delinquent payments.

• Experience in payment arrangements and payoffs.

• Performed, supported and completed administrative tasks in a timely and accurate manner.

• Analyzed, researched and communicated customer billing inquires and discrepancies. Consistently achieved

and surpassed business performance targets in the areas of account retention, bill invoicing, invoicing

resolutions and recovery of delinquent monies.

• Successfully trained and coached new team members to perform research and collection duties with special

emphasis on customer service.

• Integral member of team involved in goal planning, forecasting, staff evaluation, enhancement to current

policies and procedures and problem solving

• Daily interaction with company's sales reps via telephone and e-mail.

EDUCATION

Associate

Wayne Community College

September 1994 to May 1998

SKILLS

Dispatch, Collections, Data Entry, Compliance, Supervisor, Money Handling and Sales.

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