Customer Service Recovery Manager
Resume:
Orange, NJ *****
************@*****.***
SUMMARY
Dedicated Customer Service
Specialist providing skills to
prioritize and multi-task in
fast-paced working environment.
Successfully works as part of team
to reach personal and business
goals. Known for successfully
handling escalated customer
support issues.
SKILLS
• Time Management
Verbal and Written
Communication
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• Problem-Solving
• Team Leadership
• Decision Making
• Team Building and Leadership
Employee Coaching and
Motivation
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Malica Dowlin
EXPERIENCE
October 2009 - August 2022
Customer Service Manager Guyana Water Inc. Guyana September 2003 - September 2009
Analyst Programmer Guyana Power and Light Inc. Guyana Main Duties:
Demonstrated excellent communication skills in resolving product and consumer complaints.
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Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
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Maintained knowledge of company products and services to promptly resolve complaints and concerns.
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Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
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Assisted customers with making payments or establishing payment plans to bring accounts current.
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Upheld quality control policies and procedures to increase customer satisfaction.
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Delivered continuous training to associates to maximize performance and customer relations skills.
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Evaluated employee job performance and motivated staff to improve productivity.
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Reviewed accounts for payments received or approved credit arrangements.
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• Generated KPI reports to track and improve metrics. Performed analysis and evaluations of computerized systems, prepared flow charts, developed tests and implemented third-party software including migration processes. These duties were performed in the corporation's Information Technology Division
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EDUCATION AND TRAINING
December 2016
MBA
Australia Institute Of Business
Research Thesis: “GWI customer willingness to pay”. Research findings: Bill accuracy and timely delivery adversely impacted payments. June 2008
Bachelor of Arts Business Management
University of Guyuana
June 2003
Associate of Science Computer Science
University of Guyana, Guyana
ACCOMPLISHMENTS
• Consistently maintained high customer satisfaction ratings. Led team to achieve "Most Efficient Region Revenue Collection' for 2014 and 2019, earning recognition from upper management and financial reward.
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During my tenure as the Debt Recovery Manager – 2016 to 2018, the debt management and revenue collection balances were reduced by a historic 17%.
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