Customer Service Manager
Resume:
Monica L. Venning
*******.******@*****.***
CUSTOMER SERVICE AND COLLECTIONS SPECIALIST
Multi functional experience that includes telephone etiquette, in bound and out bound calling,
and telemarketing skills. Able to effectively communicate with co workers and customers to
ensure their needs are being met.
COLLECTIONS EXPERIENCE
3Step Collections Midlothian, Va
Call center/Collections rep 11/2013 present
Awards/Recognition: Top colllections representative for 12 consecutive months
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Mastered multiple collection systems (i.e Real Time, CSG)
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Collected payments on past due bills
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Itemized and log non paying clients
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Prioritized delingquent accounts
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Maintained client contact for effective collections experience
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Verified accuracy of customer information is correct, including phone numbers and
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addresses
Informed clients of overdue accounts and amount currently owed
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Structured repayment plans and new terms of sale
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Consulted and referred to outside resources to help customers manage debt
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Document debt commitment for repayments
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CUSTOMER SERVICE EXPERIENCE
Aloft Hotel Richmond, VA
Customer Service Representative Front Desk 10/2008 12/2010
Served as primary point of contact for guests
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Facilitated check in and check out
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Maintained guest satisfaction by coordinating requests and connecting with local
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attractions
Collaboared across departments to ensure happiness/comfort of guests
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Scheduled and confirmed reservations
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Hilton Garden Inn Glen Allen, VA
Customer Service Representative Front Desk 10/2007 09/2010
Awards/Recognition: Employee of the month for three months
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Verified all duties from morning checklist were completed accurately, including stocking
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pantry
Assisted General Manager, Sales Manager and Front Desk manager with all duties
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Organized billing for Accounts Payable
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Coordinated group scheduling for multiple simultaneous events
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Maintained customer information in hotel database system (CRS) and structured Loyalty
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Rewards Program in hotel
Greeted and checked in guests upon arrival and departure
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Assisted with accounting practices including taking payments and bank deposits
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Freidman Jewelers Midlothian, VA
Assistant Manager for Scheduling and Inventory 6/2003 10/2007
Awards/Recognition: Top Sales Associate
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Coordinated store staging including inventory, display and cleanliness
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Scheduled primary work schedules and coverage schedules for team
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Deposited funds into store bank accounts
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Maintained client follow up protocol for direct sales, client satisfaction monitoring and
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account collections.
Maintained inventory systems to ensure accurate accounting
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Cuore Call Center Richmond, VA
Call Center Rep 03/2013 11/2013
Awards/Recognition: Perfect attendance
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Answer all calls in a timely manner
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Greet customer on every phone call
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Sell products to customer
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Answer customers inquiries
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Auto Pawn of America Richmond, VA
Sales Associate 02/2011 04/2012
Prepared store for opening and receiving customers
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Established and maintain close contact with customers to ensure their shopping
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pleasure
Direct sales to prospective customers
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Keeping detailed records of inventory
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Amazon warehouse Chester, VA
Packing Associate Seasonal/Temporary 10/2012 12/2012
Responsible for login into system to scan items
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Scanned all items in tote/cart
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Packed all items and made sure they were secure
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Shipped all items to customers arrival time
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