Customer Service Call Center Experience Collections
Resume:
CATHEY M. MASON
*****.*******@*****.***
SUMMARY OF QUALIFICATIONS
Over twenty years of extensive Customer Service/Credit, HealthCare and Collections experience with emphasis on outstanding service, asset retention, building strong client relationships and growth for my employer
Call Center Experience
Value Added Customer Service
Experience with Various CSR Software
Attention to detail
Critical thinking/problem resolution/multi-tasking
Adapter/think on my feet
Polished and professional with a “Customer First” attitude
Office Management
Microsoft Office, Excel, Word, Outlook, JD Edwards, Oracle, SAP
Credit Processes & Procedure Knowledge
PROFESSIONAL EXPERIENCE
OmniMax Inc.
****@************.***
Account Management (Customer Service II) July 2018 – July 2019
Duluth, GA
Document client information, COD customers with open balances, issued credits, resolve product returns for shipping inquiries, Order status, Release orders for customer accounts, Enter Purchase Order, expedite orders and Special Projects.
Provided resolutions for complex billing issues and assisted clients in a timely manner with a Consistent sense of urgency using a calm and professional demeanor.
Frequent inbound and outbound calls, handling customer disputes while building internal and external relationships with clients, vendors and OEM utilizing phone and written email communications.
Ability to multitask and work in a fast-paced environment also collect on Past Due and CIA account.
Republic Services
Credit/Collections Specialist (Commercial) June 2015 – July 2018
Lawrenceville, GA
Build and maintain customer relationships while reviewing and making decisions for any accounts requiring special consideration or further monitoring and clearing past due accounts, outstanding DSO and B2B.
Manage an assigned portfolio of accounts ensuring prompt receipt of payment and excellent customer service using focused listening and entering accurate information on accounts. Special Projects (Closed Accounts).
Handle inbound and make outbound customer calls, track and clear aged receivables, communicate with plants, sales and IT personnel regarding issues while adhering to outlined policies and procedures.
Assist clients with inquiries using a calm and professional demeanor, utilize telephone and written email communication, invoices and make recommendations for outside agencies when accounts are uncollectible
CMD Group
Relationship Specialist April 2012 – Feb 2015
Norcross, GA
Worked with sources in a defined territory to gather documents from Engineers, Architects, and Contractors
Routinely ran internet searches, handled office management tasks such as maintaining files, outbound and inbound correspondence, faxing, correspondence, and frequent inbound and outbound calls
Handled customer disputes while building internal and external relationships with clients and vendors
McKesson Medical - Surgical
Customer Service II Feb 2011 – Feb 2012
Suwanee, GA
Documented client information, COD customers with open balances, issued credits for customer refunds, released orders for customer accounts and entered into CSR
Provided resolution for complex billing issues and assisted clients with finding medical supplies, upselling when applicable
Managed special projects and reviewed reports on holds, back orders/skipped invoices
Siemens Industry, Inc.
Customer Service II/Credit Oct 2005 – June 2010
Norcross, GA
Handled inbound and outbound calls and expedited orders for outside manufacturers per client request
Created new accounts, set and, elimination of credit limit and resolved billing and customer disputes
Constantly reviewed and made decisions regarding release of orders for any accounts requiring consideration or further monitoring BOM.
Coordinated with National Sales Office assisting the sales coordinators, gathering data for monthly reports and research, entering critical information into the CSR
EDUCATION
B.S. Health Physical Education, Minor in Psychology
Winston-Salem State University, NC
Woodruff Medical Center-CNA
PERSONAL: I am a very hard worker, with very strong work ethic, high integrity, good organizational skills, and analytical judgment; exemplify discipline, leadership by example, call center, dedication, teamwork, dependable, flexible, work independently, time management, interpersonal skills and proficient computer skills but have informed you of recent pertinent positions relative to the position.
CATHEY M. MASON
2635 Burnstone Run Lawrenceville, Ga 30044 678-***-**** *****.*******@*****.***
Dear Hiring Professional:
I am interested in pursuing an employment opportunity with your organization
Please review my resume for consideration.
My background primarily consists of Account Management, Sales, Credit, Healthcare, Collections and great Customer Service experience. Key elements of my career include my ability to:
Market a variety of products including account management for internal and external customers. Call Center experience.
Addressing logical contingencies, using good writing skills resulting in win-win relationships-with excellent demonstrated knowledge of Credit processes & Procedures including system navigation
Utilize a unique combination of technical, analytical and interpersonal skills to resolve a wide range of customer issues.
Manage a variety of major accounts while ensuring prompt and positive solutions.
Knowledgeable of customer satisfaction, market share, growth and profitability to ensure the achievement of corporate objectives
Successfully adapt to new challenges, systems and work environments-using a new process tools including Standard Operating Procedures and the Quality Management System.
If you are looking for a versatile individual with a professional, service-oriented approach, I am interested in meeting with you to discuss your needs and my potential to contribute as a member of your team.
Thank you for your consideration.
I look forward to your reply.
Sincerely,
Cathey Mason
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