Customer Service Care

Teresa Cherington

Maricopa, AZ ***********@*******.*** 505-***-****

Dependable, hardworking, team player capable of completing tasks given completely, accurately and timely. A proven sales and collections professional who remains coachable and eager to learn. Work ethics are second to none with unquestionable integrity. Highly effective communicator with customers, peers, and management at all levels. WORK EXPERIENCE

Collections Specialist

PAYPAL - Chandler, AZ - February 2015 to Present

• Selected to move from credit collections to PayPal negative balance collections.

• Currently top performer with nearly perfect grade calls

• Selected to move from PayPal negative balance collections to help support credit collections.

• Received an Exceeds Most Rating on 2016, 2017, and 2018 annual reviews.

• Awarded Q2 and Q3 2016 Top Performer awards for the collections department.

• Awarded Q4 2015 Top Performer award for the collections department.

• Monitors outstanding account balances for determination of next steps in the collection process.

• Provides clear communication and customer service on collection issues to external customers and internal business partners.

• Solid understanding of billing, collections and receivable procedures.

• Strong attention to detail and the ability to complete job duties with a high degree of accuracy.

• Excellent customer service skills. Possesses a high level of interpersonal skills including the ability to respond calmly and make rational decisions in stressful situations. Customer Care Supervisor

City of Farmington - Farmington, NM - January 2012 to February 2015

• Provides supervision, oversight, and direct participation in the completion of various Customer Care assignments.

• Schedules and coordinates daily functions i.e., customer account maintenance, cashiering, credit and collections, and customer inquiries to ensure a balanced workload between personnel, as well as responsiveness, professionalism, and customer satisfaction.

• Manages and directs the daily activities and schedules of the Customer Care Associates, and Cashiers.

• Preparation of Performance Evaluations.

• Assists Customer Care Manager in regular team meetings to inform team and provide positive group problem solving.

• Develop resolutions or compromises that will meet the customer's needs and that of the City.

• Responsible for the direction, maintenance, accuracy, and performance of: Landlord and Third Party Authorization agreements.

• Evaluates the accuracy of meter readings and directs re-reading of meters where there appears to be an inconsistency between the readings for present and previous months.

• Train new personnel as required.

Customer Service Associate

City of Farmington - Farmington, NM - May 2009 to January 2012

• Using excellent customer service skills, establishes and maintains effective working relationships with other team members, officials, and all members of the general public.

• Comprehensive knowledge in the delinquent process by maintaining delinquent accounts by authorizing payment arrangements or the cessation of service.

• Accountable and responsible for significant amounts of cash paid by electric utility customers, including the collection of deposits.

• Responsible for coordinating with field personnel to make utility connects and disconnects as they pertain to residential and commercial electric/water utility customers.

• Assist customers by making payment arrangements, counseling regarding high bill complaints and suggesting conservation methods.

• Process connect/reconnect orders, establish payment schedules, and request rereads.

• Responsible for routine collection activities including deposit assessments, tampering charges, estates, Settlement agreements, bankruptcies, and assisting the Collections Specialist by skip tracing through contact names and relatives to possibly transfer a balance to an active account, or contacting the customer to set up a payment plan. Vice President/Sales Manager

WADE FOUTZ INDIAN ART, INC - Kirtland, NM - October 1999 to May 2009

• Development of all strategic, tactical business plan mission statements, expand customer base and increases revenues.

• Development of long and short term business goals, plan & design all company advertising, business cards, brochures and website.

• Responsible for all marketing, networking venues, company website, and organizing trade show events.

• Generated sales revenue well over a half million dollars within the first three years, three quarter million plus within five years of start up.

• Managed a team of eight full time employees. Responsible for personnel forecasting, recruiting, training, supervising, and employee management.

• Timely preparation of company federal and state tax forms, profit & loss statements, balance sheets, and cash flow statements.

• Submit nonresponsive delinquent accounts to a collection agency and pursue legal action when necessary to enforce collection.

• Responsible for procurement of merchandise, displays, and supplies. EDUCATION

CERTIFICATION in LAW

San Juan College - Farmington, NM

December 1990

HIGH SCHOOL DIPLOMA in GENERAL STUDIES

Farmington High School - Farmington, NM

May 1988

SKILLS

Proficient in Microsoft, Word, Excel, Outlook, GCP, AS400 (6 years)

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