Customer Service Representative
Resume:
Dawn R. Cunningham
**** * ******* § Akron, OH ***19 § C: 330-***-**** § ****.************@*****.***
Corporate Collections / Customer Service Representative
Highly motivated, self-taught individual eager to take on new challenges in diverse environments where enthusiasm, excellent attendance, a solid work ethic, and a willingness to give 100 percent will be of value. Project a very professional demeanor on the telephone and in person while performing collections and customer service. Effective interacting with a diverse population of clients and business associates. Offering 26 years of success with a variety of companies. Possess a natural common sense, sound business judgment, decision making and deductive reasoning skills to effectively resolve problems.
Areas of Expertise
Payment Agreement Execution
Problem Solving
Customer Service & Satisfaction
Collection Documentation
Account Monitoring
Driver Scheduling & Coordination
Customer Satisfaction
DOT Regulations
Safety & Risk Management
Payment Terms Negotiation
OSHA Standards
Appeasing Difficult Customers
Computer Expertise: MS Word, Excel, PowerPoint, Access, and Outlook.
Professional Experience
TESTAMERICA LABORTORIES- N Canton, OH 05/11-Present
Corporate Collection Specialist
Responsible for working and maintaining a portfolio of 400 plus customers.
Working for a win, win situation with 50 plus Laboratories, and account executives to maintain a positive
Client experience.
Maintaining a superior rating set forth by the company, for the delinquency percentage.
Efficient in utilizing time management and inter-personal skills to maintain client satisfaction.
YELLOW ROADWAY COMPANIES WORLDWIDE, (YRC) Akron, OH (formerly Roadway) 07/06–01/11
Corporate Collection Revenue Specialist
Handled a portfolio of approximately 10 to 25 customers including familiarity with their contracts while ensuring they were properly documented in the YRC system and receiving their discounts and perks as outlined. Made certain freight bills were paid in a timely manner and identified problems and implemented effective solutions by working with customer account executives (CAEs).
Reduced by 50 percent outstanding portfolio accounts consistently.
Recognized as a senior corporate collector with ability to meet monthly goals set for bonus.
Experienced in reading bills-of-lading, delivery receipts and weight and inspection certificates, that resulted in significant savings in freight costs.
Resolved contract disputes effectively 50 percent of the time by working as a liaison with outside
sales representatives.
FEDEX CUSTOM CRITICAL, Green, OH 07/04–07/06
Customer Service Representative
Processed inbounds calls from companies ensuring time critical, next day, and exact express shipments were hooked and dispatched in a timely manner successfully meeting destination and service constraints.
Contributed a 90 percent timely delivery success rate for time critical shipments.
Maintained dispatch communications effectively with shipper, consignee, and drivers.
Ensured shipments met DOT regulations including truck identification, safety and risk management, and OSHA standards.
BANK ONE, Akron, OH 01/97–07/04
Collections Supervisor
Managed a team of 10 – 25 collections representatives and monitored their activities including monthly reviewing of their accounts, counseling for collectors, implementing action plans to improve their collection numbers, and handling difficult customers bringing resolution to issues.
Possessed innate ability to collect overdue accounts with efficiency and precision.
Handled pressure well remaining calm and patient while providing solutions to challenging situations.
Reduced significantly past due accounts through diligent research and extensive customer communications.
Skilled in bankruptcy law, probate, and legal paperwork.
Education
HAMEL BUSINESS COLLEGE, Akron, OH – 1 year secretarial course
100s of hours of related continuing education in transportation and logistics as well as leadership training.
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