Customer Service Account Manager

EO

ESSENCE OWO

************@*****.*** 630-***-**** Chicago, IL 60637 WWW: Bold Profile

Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds.

Problem solver

Quick thinker

Patient

Team player

Firm yet empathetic

People person

Self motivated

Quick learner

Staff training and development

Profit and loss analysis

Program creation and implementation

Contract negotiation expertise

Strategic planning

Sales leadership

Product branding

Customer relations

Discover Financial Services, DFS Chicago,

IL

Digital Account Manager

10/2023 - Current

Assist customers with gaining access to their online credit card accounts via their online account center.

Answers questions about Interest charges and late fees associated with their accounts

Assist customers with billing questions and payments and transactions made on their accounts

Give proper guidance on how to dispute transactions and how to replace credit cards

Explain promotional offers or cash advance policies Give quality customer service

Zen Asf Chicago, IL

Owner

06/2021 - Current

I sell Healing Crystals, stones, oils, sages. I also host pop up events and speed dating events once a month

Promoted business on social media platforms to maximize brand identity and generate revenue.

Devised business and marketing plans and prepared monthly financial reports.

Set pricing structures according to market analytics and emerging trends. Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy. Employed and managed vendors by negotiating deliverables, cost and expected quality.

Led startup and creation of operational procedures and workflow planning.

Entertainment partners Burbank, CA Directed day-to-day operations by spearheading implementation of Summary

Skills

Experience

Covid-19 Manager

08/2022 - 06/2023

short-term and long-term strategies to achieve business plan and profitability goals.

Addressed customer concerns with suitable solutions. Analyzed and controlled materials, supplies and equipment operational expenses.

Tracked and replenished inventory to maintain par levels. Built strong operational teams to meet process and production demands. Motivated and evaluated personnel for performance improvement and goal achievement.

Implemented policies and standard operating procedures and managed quality, customer service and logistics.

ARA Lombard, IL

Collections Representative

09/2013 - 11/2019

Advised debtors on payment options and set up payment plans. Reasoned with customers and attempted to negotiate full balance payments.

Handled irate customers smoothly to achieve performance targets. Handled contracts and payments on accounts.

Used effective questioning techniques to clarify why debtors were delinquent.

Entered customers' financial status information into system. Managed approximately 300 inbound and outbound calls daily. Utilized skip tracing resources to complete background checks and loan documents.

Handled, researched and settled 100 disputes weekly. Consistently met or exceeded monthly goals of $10,500 through diligent hard work and dedication

Upheld privacy and security requirements for customer information. Notified customers of delinquent accounts with attempt to collect outstanding amounts.

Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals. Processed payments over phone and set up recurring drafts. Received payment and posted to appropriate customer accounts. Arranged for debt repayment and established repayment schedule based on customer finances.

Recorded and updated customer personal accounts with accurate contact information.

Taxi affiliation services Chicago, IL

Cashier Team Lead

05/2007 - 07/2013

Assisted with training new cashiers and customer service team members to increase speed of onboarding.

Processed payments promptly for customers to exceed productivity standards.

Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans. Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.

Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.

Van Ru Credit Corporation DesPlaines,

IL

Collections Representative

11/2002 - 06/2006

Advised debtors on payment options and set up payment plans. Reasoned with customers and attempted to negotiate full balance payments.

Handled irate customers smoothly to achieve performance targets. Handled contracts and payments on accounts.

Used effective questioning techniques to clarify why debtors were delinquent.

Entered customers' financial status information into system. Managed approximately 200 inbound and outbound calls daily. Utilized skip tracing resources to complete background checks and loan documents.

Upheld privacy and security requirements for customer information. Notified customers of delinquent accounts with attempt to collect outstanding amounts.

Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals. Lake Park High School Roselle, IL

High School Diploma

06/1998

Triton College River Grove, IL

Some College (No Degree) in Business

Went for a year and got pregnant

Education and Training

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