High School Customer Service

Karen Berthelsen

Email: ********@**************.***

Address:

City: Pittsburgh

State: PA

Zip: 15207

Country: USA

Phone: 318-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

More than Ten years of Credit and Collections experience with Fortune 500 Company Possesses 15 Supervisor experience. Extensive knowledge of Collection processes as well as methods used to ensure Public Utility Commissions/Public Services Commission compliance. Ability to offer creative ideas to improve business efficiencies while lowering cost structures. Great motivation skills used to get the most out of employees.

Educational Background:

High School Dipolma from North Catholic High School, Pittsburgh PA 1/2001 to 6/1986 (Diploma)

High School Dipolma from North Catholic High School, Pittsburgh PA 1/2001 to 11/2012

Job History / Details:

Overview

More than 10 years of Credit and Collections experience with Fortune 500 Company.

20 Customer service experience

Possesses 15 years Supervisor experience.

Extensive knowledge Public Utility Commissions/Public Services Commission compliance.

Ability to offer creative ideas to improve business efficiencies while lowering cost structures.

Great motivation skills used to get the most out of employees.

Evaluated work performance of subordinates, determined training requirements, and recommended corrective actions.

Excellent computer and communication skills.

Wide knowledge of utilizing various billing systems.

Served 10 years as an active duty employee for the United States Air Force.

Work Experience

August 2002 to April 2012

Centurylink Telephone Shreveport, Louisiana

Credit and Collections Supervisor

Leader of the Centurylink Offline Support Team comprised of 20 representatives.

Responsible for escalated Collections issues for internal and external customers to reduce risk of PUC/PSC complaints.

Identifies collections-related concerns in development installation, enhancement of automated systems.

Initializes work flows and circumvent complexed system related issues.

Provide assignment to Outside Collection Agencies.

Interviewing new applicants (internal and external).

Liaison between Credit Bureau representative (Experian) and Centurylink.

Assist in producing analytical forecast of employee head count in performing various duties used by Executives to make detailed decisions on future Collections/Sales goals and company direction.

Assisted with initializing and reporting billing system discrepancies.

February 2002 to September 2002

Centurylink Telephone Shreveport, Louisiana

Team Lead

Researched and responded by telephone and writing inquiries regarding billing issues and problems.

Arranged alternative settlement plans.

Identified and investigated problem delinquencies; recommended appropiate disposition, such as referral to collection agency, legal actions or write off.

Coached team members.

Assisted with escalated calls from internal and external customers.

June 2000 to June 2002

Account Control Bureau Shreveport, Louisiana

Collections Clerk

A highly successful and verifiable track record in collection for over 300 clients.

Able to gather, compile and analyze information from many sources.

Performed credit background checks utilizing Transunion, Experian, and Equifax services.

Identified problems and proposed solutions.

Performed daily skip-traces to locate delinquent customers.

June 2000 to February 2002

CenturyLink (formerly CenturyTel) Shreveport, Louisiana

Collections Representative

Performed outbound calls to residential and business customers regarding the delinquencies of accounts.

Arranged pay arrangements in accordance to Public Services Commission rules/Public Utility Commission Rules.

Performed in call center environment and frequently exceeded monthly performance goals.

January 1998 to May 1998

Dillards Bossier City, Louisiana

Retails Sales Clerk

Worked effectively with customers-able to identify needs, tactfully answered questions and sell products.

Selected "Top Seller of the Month" from March through July 1998.

Exceeded company's monthly sales quota.

March 1997 to December 1997

Records Management Services Fort Walton Beach, Florida

Microflim Technician

Reviewed, inspected and prepared different types of documents for microfilming or microfiche processing.

Maintained essentials records and files.

Assisted other state employees and members of the public in locating information on film and fiches.

Worked under pressure of volume and time deadlines.

Trained new employees.

July 1991 to July 1996

UNITED STATES AIR FORCE

Inventory Management Supervisor

Responsible for the storage and issue of $2 million individual equipment authorized by Air Force specialty code and table of allowance.

Uploaded information from over 3700 individual records, recreating a lost Chemical War Defense Equipment.

Managed subordinates, recommended corrective actions and promotions.

July 1986 to July 1991

UNITED STATES AIR FORCE

Inventory Specialist

Performed item and inventory stock control.

Computed requirements, determines allowances of supplies and equipment.

Trained new employees.

Processed daily transactions to ensure each base had its ability to function as needed.

Education

1990 Non-Commissioned Officer Preparatory Course Eglin AFB, Florida

United States Air Force

1986 North Catholic High School Pittsburgh, Pennsylvania

High School Diploma

References

References available upon request.

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