Customer Service Call Center

Keyinda White

504-***-**** *************@*****.*** Westwego, LA 70094

SUMMARY

Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.

SKILLS

Applicant screening

Billing support

Application verification

Resolution coordination

Technical Issues Analysis

Troubleshooting and Assistance

Call Center Operations

Customer Service

Debt negotiation

Computer skills

Assertiveness

Payment plan development

Collections best practices

Account management

Payment acceptance

Negotiation

EXPERIENCE

First Party Collector, SCI Shared Resources LLC, August 2023-Current New Orleans, Louisiana

Researched customer account information in order to better understand the customer's financial situation.

Advised delinquent customers on strategies for debt repayment. Ensured adherence to corporate policies, procedures, and standards at all times. Maintained confidentiality and adhered to FDCPA regulations during collections. Identified customers that had delinquent accounts, established payment arrangements, and monitored payments for accuracy.

Analyzed debtor financial situations to propose realistic repayment solutions. Monitored debtor accounts for changes in status or payment arrangements. Participated actively in special projects related to improving operational efficiency or increasing revenue generation through collections activities. Conducted customer outreach to collect past due accounts via telephone and email. Educated debtors on the consequences of non-payment and potential resolutions. Received payments and posted amounts to customer accounts. Accepted and processed customer payments and applied toward account balances. Negotiated payment plans with customers based on individual circumstances and company guidelines.

Resolved disputes and negotiated settlements to satisfy all parties involved. Technical Support Representative, Conduent, October 2022-July 2023 Work From Home

Analyzed data from customer surveys to identify trends in customer needs and requests. Resolved escalated customer service issues in a timely manner. Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.

Performed variety of clerical and administrative duties pertaining to on-site support. Guided customers through step-by-step solutions in a clear and concise manner. Served as first point of contact for incoming technical service calls and emails. Provided technical assistance to customers through phone, email and chat support. Enrollment Specialist, Idemia, February 2008-October 2022 New Orleans, LA

Verifies and completes enrollment applications for fingerprinting programs such as TWIC, Precheck and Hazmat

Handles telephone inquiries (inbound and outbound) from established and new program participants to address concerns such as service delivery delays Ensures integrity of enrollment eligibility processes Enters data by inputting alphabetic and numeric information using established procedures Completes outreach, recruitment and screening processing for prospective applicants Provides double-checking assistance for customer billing invoices on a regular basis Maintains confidential data concerning employees and customers in a cryptic database Creates comprehensive excel spreadsheets based on large data sets Handles and evaluates customer inquiries and complaints Provides consistent, reliable information to customers and team members EDUCATION AND TRAINING

Certificate of Completion

Freight Broker/ Agent Training, Ed2Go (Delgado Community College), New Orleans LA May 2022 GPA: 96.7%

High School Diploma

East Saint John High, Reserve LA May 1998

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