Euclid, OH ***** ad39hw@r.postjobfree.com

DENEISHA DAVIS-EMORY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

PROFESSIONAL

SUMMARY

SKILLS ● Consumer Research

Customer Data

Confidentiality

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Calm and Professional

Under Pressure

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Issue and Complaint

Resolution

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Upbeat and Positive

Personality

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Efficient and Detail-

Oriented

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Troubleshooting Network

Issues

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Issue and Resolution

Tracking

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● Organizational Skills

● Databases

● Help Desk

● Microsoft Windows

● Troubleshooting

● SQL

● Authentication

● Operating systems

Schedule management (3

years)

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● Accounts Payable

● CRM Tracking

ACCOUNTS RECEIVABLE SPECIALIST 04/2023 to Current

Media News Group, Euclid, OH

SENIOR SALES REPRESENTATIVE 03/2023 to 04/2023

Terminix

WORK HISTORY

● Handled day-to-day accounting processes to drive financial accuracy. Contributed to a positive work environment by working closely with colleagues across departments to ensure efficient information exchange and collaboration on financial matters.

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● Reconciled accounts receivable ledger to verify payments and resolve variances. Strengthened financial operations by conducting bank reconciliations and financial reporting.

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Collaborated with sales teams to address billing discrepancies and resolve client disputes promptly.

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● Reviewed accounts on monthly basis to assess aging and pursue collection of funds.

● Developed and maintained positive relationships with clients to maximize collections.

● Followed up overdue payments and payment plans from clients to establish good cash flow. Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.

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● Negotiated payment arrangements with customers to establish timely receipt of payments. CUSTOMER SERVICE REPRESENTATIVE 09/2022 to 02/2023 Automated Health Systems

CUSTOMER ADVOCATE SPECIALIST 08/2021 to 07/2022

FormFire

GOVERNMENT CONTRACTOR 07/2020 to 07/2021

Marathon Staffing

CUSTOMER SERVICE SPECIALIST 10/2018 to 06/2020

Euclidean

● Schedule service appointments for callers with new or existing services

● Provide knowledge and details regarding pest services

● Process bill payments via CC and ACH

● Upsell products to existing customers, for commission from bundled services.

● Answer inbound calls and help claimants with unemployment applications

● Troubleshooting as well

Explained how the unemployment process works, assist the caller with any questions regarding the status of the claim.

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● Listened to customers in actively to assess issues and provide accurate information Researched and resolved account and service problems with friendly, knowledgeable support

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Communicated via email and chat with brokers, employees and HR representatives to determine solution

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Coordinated with colleagues to oversee special requests made by customers such as brokers and employers

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences

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● Explained how their employers provided health benefits, and how the coverage works.

● Took a high volume of inbound calls regarding the callers pension plan

● Educated callers on various pension plans and provided professional recommendations

● Offered advice and assistance to callers, paying attention to special needs or wants

● Helping them fill out forms to receive pension payments

● Answered customer telephone calls promptly to avoid on-hold wait times Maintained customer satisfaction with forward-thinking strategies focused on addressing caller needs and resolving concerns

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● Assisted callers with filling out application and understanding the process

● Communicated with other departments via email and chat. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions

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Took payment information and other pertinent information such as addresses and phone numbers to place orders

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Complied with company policies and procedures by encouraging positive and effective work environment among all employees

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Broke down and evaluated user problems, using test scripts, personal expertise and probing questions

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Scheduled appointments for technicians to come out and set up new service, and troubleshoot current services

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● Crossed trained over 10 employees with hands-on assistance. TECHNICAL SUPPORT REPRESENTATIVE 06/2016 to 07/2017 Spectrum

Assisted customers in identifying issues and explained solutions to restore service and functionality

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Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones

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Collaborated with supervisors to escalate and address customer inquiries or technical issues

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● Translated complex technical issues into digestible language for non-technical users Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

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● Responded to customer requests for products, services, and company information Maintained a metric system that included truck roll prevention, to walk callers through getting new equipment on their own.

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Shaw High School, Cleveland, OH

High School Diploma

EDUCATION

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