Yolanda Horner

**** ****** ****** ** • Apt K • High Point, NC 27265

336-***-****

ad1e2l@r.postjobfree.com

Profile

Account Collections and Customer Service with an excellent track record for obtaining repayments on outstanding debts. Have helped organizations connect with customers and close existing receivables responsibly and professionally — experienced Customer Service Representative with over more than 10+ yrs. in Customer Services. Daily, handles 80-90 inbound and outbound calls. Answers complex and escalated inbound or outbound calls politely and courteously. Experienced in giving replies to the incoming faxes and emails. Deepens customer relationships by answering questions, in-person, and by emails. Assist customers in troubleshooting computers and programs (Microsoft Office, Outlook, Macs) internet explorer and web browsers.

TTEC 2022- Present (Remote)

Ashaboro Ford Motor Company Responsible for day-to-day support of Ford Dealers contacting the CRC for customer assistance. Fast Path Specialists, providing dealers financial support for high dollar repairs outside warranty. Fast Path Specialists, providing dealers financial support for high dollar repairs outside warranty. They work Percept Ford measuring high quality,timely response to dearler and customer requests for assistance. Work with Percepta leadership to deliver team.

Work directly with BEV Taskforce and Model-e team to provide proactive support to BEV customers and Reponsable for day-to-day support of Ford Dealers contacting the CRC for customer assistance.

Fast Path Specialists, providing dealers financial support for high dollar repairs outside warrant

Professional Experience

RMI Security Burlington 2017 – Present

Ensure the client, and associates, facility personnel, patrons, and guests provided with a safe and professional working environment. Covering an assignment at fixed Post, or patrol an area, facility, or location for the purpose of detecting and preventing individuals or groups from committing acts which are injurious to other individuals or property. Answering questions and providing as-needed escort services to members of the public. Verifying the security of safes and areas where equipment of items of value are stored. Locking and unlocking gates and doors as directed. Reducing or turning off facility lights and close window coverings, as directed. Monitoring alarm systems and electronic surveillance equipment. Reports all incidents of an emergent nature that involve potential damage or injury to any individual within the facility or on the property.

Comcast Ft Myers 2013– 2016

Collection payment and update accounts with the correct information (payment, address change, payment arrangement, ETA). Notified customers of late payments or insufficient payments on credit card bills.

Discussed options for repayment outstanding bills and closing credit card. Assist with repairs and troubleshooting with technicality issues cable boxes and internet services utilizes computers software. Cable TV Issue, Internet connectivity lost issue, Digital home phone voice issue, Xfinity Wi-Fi technical problem in normal functionality. Issue while setting-up Xfinity Stream App., Comcast email Settings, Cable outage, problem, Guides for TV box to the user, Comcast password rest/recover, Wireless connecting problem in different Windows OS., Setting up the Xfinity TV Remote App., Comcast sign in/sign up the issue.

(2016 Moved to North Carolina)

Bank of America Greensboro NC 2011- 2013

Debt collection agency servicing a variety of companies and accounts, including mortgages, autos, purchases, and credit cards. Submitted written notices to customers of late payments or unpaid balances. Often traveled to customers' homes to notify in person. Forwarded accounts to the legal team for further action after multiple attempts to seek repayment. Completed training on Fair Debt Collection Practices Act, and best practices in debt collection.

National Customer Relation Sear 2001- 2010

Collection Department

Receiving nationwide incoming calls, faxes and emails, listened carefully, empathically and with objectivity.

Providing exceptional service to customer account activation maintenance, billing, problem-solving, modification, enhancement and, when required cancellation, wrote well-organized and documented reports regarding service. Utilized computer software such as Microsoft Word, Excel, and Outlook to make corrections or complete required to follow up calls.

(2010 Career Advancement)

Education

Strayer University 2017 - Present

Bachelor of Business Administration