Collections Customer Support

INTERNAL USE

Chantel M. Heyward

Phone: 646-***-**** Email: ***********@*****.***

Client-driven professional with twelve (12+) years experience in fast paced administrative, call center, start-up operations and field environments. Manage and maintain internal/external customer information in a professional and confidential manner. Experience with coaching, training and development, process improvement, auditing, problem solving and data maintenance.

Core competencies

● Project management /Cross functional Collaboration ● Call Center /CRM /Telecom/Administrative tasks

● Data entry/Compliancy checks/Process improvement ● Team management / Performance management

● Cash handling/Reporting/Reconciliation ● Disciplinary & Corrective actions & Documentation

● Research, Root-Cause analysis, Critical thinking ● Client-driven Interactions - Written, Verbally and In-Person

● Process training, Team Coach and Mentor ● Professional, Eloquent and Avid communicator

● MS Office proficient ● Work independently and/or within a team Professional Profile

Delivery.com 2015 - Present

Online Customer Support Senior Specialist New York, NY

• Support upper management with coordinating the day-to-day activities of online operations, participate in the development and implementation of policies and procedures and prepare operational analyses and reports.

• Utilized strong problem-solving and strategic thinking proficiencies to see the big picture and determine multi- faceted problems.

• Identify, research, and analyze potential opportunities for growth, develop strategies to address and capture specific client support opportunities, evaluate, and refine recommendations, evaluate results, make recommendations relative to implementation.

• Collaborator and facilitator of teamwork plans, managing issues, and providing guidance to off-shore, internal call-center, online support teams and other key players, cross functionally.

• Educate customers regarding their account, billing concerns, late fees, credit reporting, payment options and account management options all while annotating accounts in inter-company systems to document all interactions within the guidelines of company policies and applicable laws. Cablevision Systems Corporation – 2005 – 2013

Logistics Team Lead Support Coordinator – Bronx, NY Lead Sales Support Coordinator – Jericho, NY

Billing and Collections Field Ops. Coordinator Bronx, NY Billing and Collections Customer Support Rep. Bronx, NY

• Coach and mentor CRCs associates (18) through compliance transactions with internal and external customers.

• Facilitated CRC training on current and new processes and policies, including, all field communications and company directives with the follow through to ensure understanding.

• Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action. Discuss job performance problems with employees to identify causes and issues and to work on performance management.

• Managed and maintained customer escalation queues, face to face interactions systemically, professionally, and timely ensuring a positive customer experience and resolve.

• Performed daily start/end of business cash reconciliation maintenance and processes.

• Reconciled, researched, and reported cash and account variances.

• Ensured department and coordinator work-related tasks were compliant and in accordance with all Company and OSHA rules and regulations.

• Logistics Management - Managed department inventory processes and daily audits. Reported discrepancies to Logistics and Warehouse management teams.

INTERNAL USE

• Ensured accuracy of daily warehouse incoming/outgoing deliveries using Oracle web-based applications.

• Provide employees with guidance / feedback in handling difficult or complex problems and/or resolving escalated complaints or disputes.

• Collaborate with Human Resource business partners to maintain personnel files, evaluate performance, facilitate productive employee relations, and handle required disciplinary actions.

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