Customer Service Call Center
Resume:
Laronda Smoot
Jacksonville, FL
********************@***********.***
Dynamic, results-oriented individual with over 20 years of experience in the Customer Service/Collections/Jr Trainer and Call Center industries. Customer service focused with keen attention to detail. Looking to obtain a job opportunity in the Customer Service/Collections/Jr Trainer fields where the contributions of my leadership and communication skills will be a valuable asset to your company
Willing to relocate to: Jacksonville, FL
Authorized to work in the US for any employer
Work Experience
Customer Service Representative (WFH)
Freedom Mortgage-Jacksonville, FL
May 2023 to May 2024
• Answering customer inquiries
• Taking mortgage payments
• Responding to inquiries about tax issues and disbursements
• Reviewing and explaining escrow disclosure statements
• Researching customer complaints or concerns
• Correcting or adjusting records
• Assisting in maintaining customer insurance information
• Generating leads for new loan
• Encouraging callers to sign up for AutoPay
JR Sales Trainer
All Service financial
January 2020 to February 2023
Responsibilities included but were not limited to:
· Searching for gaps in training content and materials that need updating to generate higher productivity and safety among staff
· Researching new training supplies and materials that can enhance a firm’s training procedures while providing value to employees
· Identifying future training needs and creating a curriculum to facilitate that training
· Leading programs to assist employees with transitions due to technological changes, acquisitions and mergers
· Communicating with management, trainers and team members to ensure that all needs are met
· Setting up executive or leadership development programs for lower-level employees
· Conducting orientation programs and arranging on-the-job training for new hires
· Resolving any specific problems and tailoring training programs as necessary Customer Service/Collection Representative
Web.com
August 2014 to January 2020
Responsibilities included but were not limited to:
· Monitor the firm’s accounts receivable and identify overdue accounts.
· Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.
· Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers.
· Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.
· Resolve customer issues and complaints concerning billing.
· Submit regular reports on the status of unpaid accounts and any repayment progress. Customer Account Executive (Retention)
Comcast cable-Jacksonville, FL
January 2007 to August 2014
Responsibilities included but were not limited to:
· Resolve complex service issues to guarantee customer satisfaction and retention
· Scheduled and followed up with clients on future seminar invitations
· Adhered to productivity, schedule adherence, and phone variance goal daily
· Ability to quickly establish a rapport with customers, up-sell to multiple products when appropriate
· Answering questions related to customer billing statements and general inquiries, as well as for the
· Resolving of payment concerns.
· Offering Comcast products and services to meet customer needs.
· Thinking and exercising sound judgment, and acting responsibly in the customer's and the company's best interest
· Interacting with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries
· Eliciting and recording customer information and inquiries, following prompts from a computerized system.
· Correcting errors and discrepancies on customers' billing statements as necessary
· Demonstrating good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner
· Explaining billing cycles, processes, and prorates effectively to ensure that customers understand their statements
· Researching billing history using computerized systems
· Attempting to collect delinquent account balances.
· Generating copies of billing statements and researching billing history using computerized systems and microfiche when applicable
· Facilitating interactions with customers in a way that is in accordance with the Company's service strategy.
· Demonstrating awareness of company policies and procedures while applying sound judgment, when necessary.
· Achieving strong records of outperforming sales quotas, developing new business and strengthen existing customer relationships
Web.com
Education
Diploma
N.B. Forrest High School
August 1999 to June 2001
Skills
• Ability to sustain a high level of confidentiality and professionalism.
• Excellent organizational skills while working independently
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Strong diplomatic skills while assisting clients
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Excellent interpersonal skills while assisting other employees
• Proficient with Microsoft Word
• PowerPoint
• Excel
• Access
• Front Page
• Outlook
• Windows Operating Systems
• Human Resources
• Employee Orientation
• Sales Management
• Active Directory
• Business Development
• Customer service
• Customer service
• Communication skills
• Organizational skills
• Office experience
Assessments
Sales skills — Proficient
July 2022
Influencing and negotiating with customers
Full results: Proficient
Call center customer service — Proficient
May 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Customer service — Proficient
May 2022
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
May 2022
Responding to customer situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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