CHASITY

WINGATE

ad32et@r.postjobfree.com

843-***-****

Darlington, SC 29532

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.

PROFESSIONAL SUMMARY

Amazon Call Center - Customer Service Representative Remote • 02/2021 - Current

WORK HISTORY

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

•

Met customer call guidelines for service levels, handle time and productivity.

•

Increased efficiency and performance by monitoring team member productivity and providing feedback.

•

• Cross-trained and backed up other customer service managers. Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

•

• Implemented and developed customer service training processes. Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

•

Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

•

Assisted customers in navigating company website and placing online orders, improving overall user experience.

•

Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

•

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

•

Educated customers about billing, payment processing and support policies and procedures.

•

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

•

Followed up with customers about resolved issues to maintain high standards of customer service.

•

Responded to customer requests for products, services, and company information.

•

Developed customer service policies and procedures to meet and exceed industry service standards.

•

Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

•

Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.

•

SKILLS

• Computer Proficiency

• Credit adjustments

• Paperwork Processing

• Professional telephone demeanor

• Scheduling

• Cross-Functional Collaboration

• Customer Data Confidentiality

• Retail store support

• Service Upselling

• Dispute Resolution

• Stock management

• De-Escalation Techniques

• Quality Assurance Controls

• Inbound Call Management

• Call triaging

• Data Evaluation

• Call Metrics

• Problem-solving abilities

• Spreadsheets

• Customer RMA management

• Sales Transactions

• MS Office

• Technical Support

• Order and Refund Processing

• Research

• Microsoft PowerPoint

• Work Prioritization

• Complaint resolution

• Administrative Support

• CRM Software

• Money handling abilities

• Document Control

• Database Management

• Call Management

• Product Sales

• International sales support

• Financial Management

• Signature Verification

• Accounts receivable management

• Data Analysis

• Work Coordination

• Automated processing

• Research and due diligence

• Billing and Invoicing

• Invoice Generation

Services Rendered

Documentation

•

• Payment Processing

• Account updating

Insurance Company

Communication

•

• Correspondence Writing

• Enterprise Resource Planning

• Terms Review and Enforcement

• Call center experience

• History research

• Outbound Calling

• Collections

• Credit and collections

Darlington High School

Darlington, SC

High School Diploma

EDUCATION

Assurant - Billing and Collections Specialist

Remote • 02/2019 - 02/2022

BlueCross BlueShield Of SC - Claims Processor

Remote • 01/2017 - 02/2018

Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.

•

Participated in ongoing training sessions, staying up-to-date on best practices in billing and collections processes.

•

Assisted in audit preparation, providing necessary documentation for thorough review of financial activities.

•

Initiated repossession process or service disconnection upon failure of other collection methods.

•

Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.

•

Established relationships with customers to encourage payment of delinquent accounts.

•

• Quantified debtor balances to avoid late payments and bad credit. Contributed to successful team collaboration by sharing best practices and supporting colleagues when needed.

•

Monitored customer accounts for payment delinquency and initiated collection efforts.

•

Analyzed customer financial records to determine appropriate payment plan.

•

Supported cash flow management through timely invoicing and diligent collection efforts.

•

Improved billing accuracy by diligently reviewing and verifying invoice data.

•

• Generated and distributed monthly customer statements. Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.

•

Contact this candidate