Customer Service & Collections Specialist

Stephanie Resendiz

Customer Service and Collections

Glendale, AZ 85301 +1-602-***-**** *****************@*****.*** Professional Summary

Highly experienced with customer service and proficient problem solver. I feel as though I am a great team player and very self sufficient. Reliable and flexible I feel I am a great fit for customer centered roles but am eager to expand my areas of expertise. Work Experience

Customer Service Representative

Waste Managment Phoenix, AZ

January 2023 to September 2024

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution

• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information

• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions

• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online

• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers

• Maintained detailed records of all customer interactions in CRM system for future reference and analysis

• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends

• Upsold additional products or services to customers based on their needs and preferences

• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently

• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary

• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods

• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution

• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information Hotel Reservations Agent

Best Western Phoenix, AZ

December 2019 to March 2022

• Answer inbound calls and help book rooms, make cancellations and adjustments to current reservations.

• Ensure compliance with the Payment Card Industry Data Security Standard Regulations.

• Encourage registration into the company's rewards program and help promote future stays at any one of the global properties.

• Provided exceptional customer service to hotel guests, ensuring a positive experience from check-in to check-out

• Efficiently managed guest reservations and room assignments, utilizing computerized systems to maintain accurate records

• Maintained knowledge of local attractions, restaurants, and transportation options to assist guests with recommendations and directions

• Closely monitored room availability using reservation software system, maximizing occupancy rates through efficient management of bookings

• Demonstrated strong problem-solving skills by effectively resolving billing discrepancies or other payment-related issues for guests

• Efficiently managed guest reservations and room assignments, utilizing computerized systems to maintain accurate records

• Responded promptly and professionally to guest inquiries, concerns, and complaints, resolving issues in a timely manner

• Maintained knowledge of local attractions, restaurants, and transportation options to assist guests with recommendations and directions

• Closely monitored room availability using reservation software system, maximizing occupancy rates through efficient management of bookings

• Informed guests about hotel amenities, policies, and procedures upon arrival to enhance their overall stay experience

• Maintained confidentiality of all guest information in accordance with privacy regulations

• Managed guest complaints or issues effectively, escalating when necessary to ensure prompt resolution and guest satisfaction Collections Specialist High Balance

American Express Phoenix, AZ

July 2019 to October 2019

• Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets

• Implemented effective strategies to reduce delinquency rates and improve overall collection performance

• Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation

• Developed strong relationships with clients by providing excellent customer service during the collections process

• Maintained accurate records of all collection activities, including phone calls, emails, and correspondence

• Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets

• Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation

• Developed strong relationships with clients by providing excellent customer service during the collections process

• Collaborated with legal department on complex cases, ensuring compliance with all applicable laws and regulations

• Maintained accurate records of all collection activities, including phone calls, emails, and correspondence

• Identified trends in non-payment or late payments, recommending proactive measures to mitigate future risks

• Implemented customer satisfaction surveys to gather feedback and identify areas for improvement in the collections process Collections Specialist

Empereon Constar Phoenix, AZ

February 2019 to July 2019

• Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation

• Utilized skip tracing techniques and tools to locate debtors and initiate contact for repayment

• Conducted thorough investigations into disputed accounts, resolving issues in a timely manner

• Maintained accurate records of all collection activities, including phone calls, emails, and correspondence

• Performed regular audits of accounts receivable data to ensure accuracy and integrity of information

• Demonstrated strong negotiation skills in resolving disputes and reaching mutually beneficial payment agreements

• Negotiated and collected outstanding debts from delinquent customers, consistently meeting or exceeding monthly collection targets

• Utilized effective communication skills to establish rapport with debtors, facilitating successful payment arrangements

• Conducted thorough investigations to locate and contact debtors using various skip tracing techniques

• Maintained accurate records of all collection activities, ensuring compliance with regulatory requirements

• Demonstrated strong negotiation skills in resolving disputes and reaching mutually beneficial payment agreements Collector

Cash Time Loan Centers Phoenix, AZ

January 2018 to February 2019

• Locate and contact clients, via phones, emails and letters, in order to discuss outstanding debts.

• Negotiate payment plans and payment schedules that suited customers current financial situations.

• Kept customer files updated, recording times and dates that contact had been made and noting information that customers received about their debt.

• Process payments via telephone or through automated payment systems.

• Negotiated and collected outstanding debts from delinquent customers, consistently meeting or exceeding monthly collection targets

• Utilized effective communication skills to establish rapport with debtors, facilitating successful payment arrangements

• Conducted thorough investigations to locate and contact debtors using various skip tracing techniques

• Managed a high volume of accounts, prioritizing collection efforts based on account aging and potential for recovery

• Implemented strategies to minimize bad debt write-offs by proactively identifying at-risk accounts and implementing appropriate actions

• Collaborated with legal team to initiate legal proceedings against non-compliant debtors when necessary

• Maintained accurate records of all collection activities, ensuring compliance with regulatory requirements

• Provided regular updates on collection progress to management, highlighting key metrics such as recovery rates and average days outstanding

Loan Officer

Cash Time Title Loans Phoenix, AZ

March 2017 to January 2018

• Consult with clients about their lending needs to help them achieve their financial goals, including the collection and analysis of information about the client's financial situation.

• Developed loan applications by evaluating applicant information and documentation through the use of state-of-the-art technology to manage loan pipeline and conduct credit and underwriting analysis.

• Helped customers by answering questions and responding to requests.

• Evaluate loan collateral and make offers to our clients based on up to date resources.

• Input all necessary client information into our system to facilitate the loan process.

• Reviewed financial documents such as pay stubs, tax returns, and bank statements to verify borrower information

• Maintained organized files of loan documents for easy retrieval and reference

• Handled incoming calls from customers regarding their loans, providing excellent customer service and resolving inquiries or issues promptly

Front Desk Receptionist

Cash Time Title Loans Phoenix, AZ

August 2016 to March 2017

• Greeted and welcomed guests, providing a positive first impression of the company

• Managed a high volume of incoming calls, directing them to the appropriate departments or individuals

• Efficiently handled all incoming and outgoing mail, packages, and deliveries

• Maintained cleanliness and organization of the front desk area at all times

• Provided administrative support to various departments as needed, including data entry and filing

• Managed visitor logbook accurately by recording necessary details for security purposes

• Handled confidential information with utmost discretion while maintaining strict confidentiality protocols

• Trained new receptionists on office procedures, phone systems, and customer service best practices

• Managed cash register operations, including handling cash transactions, processing returns, and providing excellent customer service

• Greeted and welcomed guests, providing a positive first impression of the company

• Managed a high volume of incoming calls, directing them to the appropriate departments or individuals

• Scheduled appointments and maintained an organized calendar for multiple staff members

• Efficiently handled all incoming and outgoing mail, packages, and deliveries

• Maintained cleanliness and organization of the front desk area at all times

• Provided administrative support to various departments as needed, including data entry and filing

• Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively

• Managed visitor logbook accurately by recording necessary details for security purposes

• Collaborated with other team members to ensure seamless communication across different departments

• Created detailed reports on daily activities such as visitor traffic and call volumes for management review

• Handled confidential information with utmost discretion while maintaining strict confidentiality protocols

• Trained new receptionists on office procedures, phone systems, and customer service best practices

• Ordered office supplies ensuring availability while managing costs within budget constraints

• Aided in coordinating office events and celebrations to foster a positive work environment Bakery Clerk

CNG Los Altos Ranch Market Phoenix, AZ

May 2015 to July 2016

• Arranged cakes, pies, muffins, rolls and other baked goods in an attractive manner in the display cases and on shelves and counters. I made certain that the displays with products were not low on merchandise or empty.

• Maintained cleanliness and organization of work area, including proper storage of ingredients and supplies

• Collaborated with team members to fulfill customer orders accurately and efficiently within specified timeframes

• Followed food safety guidelines at all times to ensure the production of safe products for customers

• Provided exceptional customer service by answering inquiries about bakery products and offering recommendations based on customer preferences

• Ensured compliance with health department regulations regarding sanitation practices in the bakery area

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed

• Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers

• Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers Customer Service Representative

Circle K Peoria, AZ

December 2011 to July 2014

I was in charge of handling any transactions with our customers in a friendly and efficient manner. I also had to maintain the store clean and presentable. I was to keep up healthy situational awareness as to prevent the loss of merchandise or money. I had to receive our new stock.

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Upsold additional products or services to customers based on their needs and preferences

• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends

• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary

• Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed

• Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs Sales Associate

World Law Financial Phoenix, AZ

May 2011 to July 2011

I would encourage customers to buy our services by using a prepared script to reference important parts of what the company offers. I could go off-script when necessary to build a relationship with customers or answer any questions that were not addressed in the script. I had to advise prospective and current customers by answering questions and addressing concerns about purchased service. I had to update our database with new information every time a customer called, and back up data regularly to protect sensitive customer information. I would complete forms and record logs to create accurate, detailed files for each customer. I would follow organization standards to maintain quality service and guarantee customers received exceptional service. I had to call potential customers and advertise our product. Enrolling clients into the program we were selling, and inputting all necessary data in specialized program Sales Floor Associate

DD's Discounts, Plaza del Sol Phoenix, AZ

February 2011 to March 2011

I would greet customers, answer questions, offer assistance, suggest items, lend opinions and provide product information. I would keep the selling floor stocked with merchandise, assist with displaying of merchandise or organizing the selling floor and stock areas Education

Diploma

Apollo High School Glendale, AZ

August 2006 to October 2010

High school diploma or GED

Skills

Call center experience Document review Microsoft Office Data Entry Customer Service Technical Proficiency Communication skills Upselling Windows Managing customer accounts PCI Google Suite In-person customer service Accounts Payable Time Management Customer service Spanish Hotel experience Multi-line phone systems Order processing Customer support specialist experience Handling customer exchanges Cold Calling Guest relations Credit Analysis Customer retention

Improving customer support response time - Customer support response time improved (6-10%) Phone call management Computer skills Microsoft Outlook Microsoft Word Cash handling Telecommunication Call center agent experience Collections Typing Employee relations Microsoft Excel Microsoft PowerPoint English Accounts payable Managing teams in a customer support role - Largest customer support team managed (1-5 team members) Customer support experience within retail industry Cash register Providing product information Email customer support Underwriting Slack Phone etiquette Administrative experience Order inquiry handling

Customer support - Customer support experience (3-5 years) Individual consumer customer service Search engines Billing issue inquiries Computer literacy Loan processing Front desk Bilingual Salesforce Account management Customer support experience within hospitality industry Phone customer support Conflict management Microsoft Teams Customer returns handling Customer issue escalation Loan Officer Experience Languages

English - Fluent

Spanish - Expert

Additional Information

Authorized to work in the US for any employer

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