Collections Specialist with Negotiation Expertise
Resume:
Keirie S. Johnston
Clearfield, UT 84015
Mobile: 385-***-****
Email: *********@*****.***
Availability: Monday – Friday (Day shift)
Job Type: Permanent
Work Schedule: Full-Time
Exeter Finance
888 South 2000 East
Clearfield, Ut 84015
10/2019 -Present
Hours per week: 40
Job Title: Collections Specialist
Duties, Accomplishments and Related Skills:
Collections is challenging and requires a keen sense of business knowledge. Essential parts of the job included having strong negotiation and persuasion skills, prioritize tasks, time management, multi-tasking skills, good critical thinking skills and exercise sound judgment accompanied with excellent verbal and written communication skills, exceptional interpersonal skills, computer skills, and superior math skills. As a collections specialist I managed and monitored accounts on a daily basis. Making out bound debt calls on average about 250- 300 calls a day to attempt to collect the debt by phone contact, calling clients directly and/or employers. Strategizing payment arrangements for past due customer loans and/or vehicle loans and ensuring accuracy of input. I receive phone calls; provide information, answer questions and direct calls and visitors to appropriate official or department. My duties went beyond ensuring the revenue collected; I also possessed exceptional organizational, customer service and account management skills as part of a successful collection department. Working in a fast-paced, high stress environment with stringent monthly deadlines quotas. Ensuring I operated following the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contacts, and following state and federal laws governing debt collections. I am an expert at using and operating standard office equipment daily for example a telephone, computer, fax, photocopier, safe, etc. I utilized automated and online systems for such as the internet, social networks, and person searches to perform my duties as a collection specialist. RC Willey
1673 West 2700 South
Syracuse, Ut 84075
4/2011 – 10/2019
Hours per week: 40
Job Title: Customer Service-Lead
Duties, Accomplishments and Related Skills:
As a customer service I dealt directly with customers either by telephone, electronically or face to face. Responding promptly to customer inquiries, handling and resolving customer complaints. Managed administration tasks such as: numeric, oral and written language applications, data collection and ordering. I obtained and evaluated all relevant information to handle product and service inquiries while providing pricing and delivery information. I demonstrated product knowledge, interpersonal skills, communication skills- verbal and written, listening skills, problem analysis and problem-solving, attention to detail and accuracy, customer service orientation, adaptability, initiative, stress tolerance. Set up new customer accounts, process orders, forms, applications, requests and performing perform customer verifications. Inbound and outbound calling to customers and other stakeholders. Managed customers' accounts maintaining customer database, kept records of customer interactions and transactions, record details of inquiries, comments and complaints and/or action taken. Following up on customer interactions and providing feedback on the efficiency of the customer service process. I maintained knowledge of customer service principles, practices, relevant computer applications and administrative procedures. Communicating and coordinating with internal departments. I used effective communication skills including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly. I utilized analysis and problem assessment skills demonstrated by the ability to collect the necessary information to identify key issues and identify cause-effect relationships. I have adaptability including the ability to perform efficiently in different environments and with diverse tasks and people. Demonstrating stress tolerance and the ability to maintain satisfactory work standards under pressure. Maintaining a positive work environment for all cashiers. Generating accurate till reports for each register. Managing and performing all check-out functions on a daily basis. Ability to communicate clearly and openly with customers. Managing the check-out area and ensuring each station remains clean and efficiently running. Responding to cashiers’ requests for price checks and other functions for customer service. Listening to customer complaints and questions and refer them to the assistant manager when required. Ensured all stations have adequate cash and change at all times. Served as the primary point- of-contact for customer service associates. I functioned as the public face of the company and provide most of the customer service within the store.
Department of Workforce Services / Kelly Services
1290 East 1450 South
Clearfield, Ut 84015
1/2010-4/2011
Hours per week: 40
Job Title: Intern / Office Support
Duties, Accomplishments and Related Skills:
As an Intern I performed duties to support Job Connections area. Coordinated with Supervisors on various projects creating spreadsheets, setting up hospitality rooms and putting together Welcome Packages for new interns, help clean and restocking supplies on a daily basis. Provide excellent customer service to application for State Assistance. Performed office clerical responsibilities using office systems and procedures. Answered telephones, greeted customers, data entry, data processing, data purging, typing, word processing and filling compile, copy, sort, and file records of office activities, business transactions, and other activities. Complete work schedules, manage calendars, and arrange appointments. Maintain and update filing, mailing using computers. Operate office machines, photocopiers and scanners, facsimile Machines. I participated in screening, onboarding and enrolling for various programs that Division of Workforce Services provided. Assisting in the coordination and scheduling of interviews and orientations and creating packages/files. Maintained copies/filing system. Entered data in web-based data system (both timely and accurately). Prepared participants for internships by facilitating Career Development Competency Training. Assisted participants in developing a resume. Established and maintained positive working relationships with community-based organizations and private sector employers. Assisted with the organization and crowd flow for workshops and fairs including Division of Workforce Service job fairs and monthly job conferences held for Hill Air Force Base. I supported management staff with program deliverables (including, administrative work i.e. copying, filing, alphabetizing, etc.) Effectively managed incoming calls from participants, family members and/or work sites. Performed weekly site visits (offer technical support to worksite supervisors, monitor participant progress, collect time sheets, deliver checks as needed). Maintained participant confidence and protected operations by keeping participant information confidential/secured. Assisted participants and worksite supervisors with completion of surveys. Demonstrating and maintaining integrity and quality of program design and delivery.
Krispy Kreme
968 North Main Street
Layton, Ut 84041
4/2007-03/2009
Hours per week: 40
Job Title: Shift Manager
Duties, Accomplishments and Related Skills:
Being the manager on duty I was accountable for the complete operational and financial performance of this location. I possess a strong passion to provide exceptional guest experience, a gift for motivating team members and a love of learning that compels me to grow and gain experience. Demonstrating strong leadership, organizational, and communication skills. Vast experience working with people and history of dependability. Provided customer service by answering questions from customers, making recommendations, and resolving concerns. Received payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers. Greeted customers entering establishments. Sell items to customers. Stock shelves, and mark prices on shelves and items. Managed store when upper management is not present ensuring operational standards. Assisted management with staff scheduling and team-building. Assisted with execution of corporate initiatives (i.e. Marketing, HR policies and procedures). Maintain a clean, neat uniform at all times and ensure employees are also adhering to uniform standards. Promoted customer service-oriented atmosphere in store and modeled exceptional customer service skills for employees. Demonstrating solid verbal communications and organizational skills necessary to succeed in my position. Ensured customers are being cared for properly and that production specialists understood production schedule for the day. Oversaw the proper performance of all store activities. Maintained adequate staff in retail and production positions. Conduct store tours. Trained employees in food preparations, and in service, sanitation, and safety procedures to work efficiently and effectively. Utilized proper cleaning techniques as identified in the Sales Specialist Employee Training Manual. Ensured Krispy Kreme security & cash handling standards and procedures are met and enforced. Compiled and balance cash receipts at the end of the day or shift. Comprehensive understanding of basic cash-handling procedures. Cash management responsibilities performing various financial activities such as cash handling, deposit preparation. Supervised and participated in kitchen and dining area cleaning activities. Resolved customer complaints regarding food service. Performing retail and production tasks as needed. Controlled inventories of food and report shortages to designated personnel. Setup timely delivery of services. Providing positive customer service by example and being a leader among co-workers. Answered telephone calls in a timely manner and utilized Krispy Kreme greeting procedures. Handled difficult customer situations professionally. Operated the Point of Sale (POS) system per standards, drive-thru equipment (POS and headsets) so as to achieve an average drive-thru time of 30-45 seconds or less, and other retail equipment in the proper manner. Adjusted work schedules based on projected business volume staying within labor goals. Exhibited suggested selling behaviors such as: second dozen, up-selling other products, and up-selling in sizes. Fill customer orders accurately and quickly, including products, condiments, and providing change. Worked a flexible schedule of nights, days, weekends, holidays and fluctuate due to business volume needs.
Walmart
745 West Hill field Road
Layton, Ut 84041
3/2006 – 4/2007
Hours per week: 40
Job Title: Sales – Floor associate
Duties, Accomplishments and Related Skills:
My job entailed promptly greeting and acknowledging customers in a friendly way as they enter the store. Committed to providing customers with top-quality world-class service, and ensuring they have the most productive and enjoyable shopping experience. Demonstrated products to customers on the sales floor and replacing products on shelves in accordance with the merchandising guidelines. Answered customer questions about policies, services, and products. Returning carts to store frontends also serves as a typical, daily responsibility as an associate. Ensured areas were fully stocked, clean, and safe. Carry out daily tour of area of responsibility at the store and ensure visual appearance of departments. I assisted in creating feature displays that boosts gross margin dollars and applying visual merchandising presentation to increase sales. Acted as a product expert and helped with training on company products to newly hired associates and other members of the sales team as may be necessary. Demonstrating strong knowledge of advertised sales, and is responsible for maintaining signing and pricing. Working as a floor associate for the largest retail chain in the world, maintain sizable staffs of sales associates to provide customer service. I had the responsibility for greeting customers, locating products, price-checking items, and organizing store shelves and displays. Preventing waste by ensuring pricing accuracy and unit integrity; training and coaching direct reports; and maintaining ordering for the highest sales potential. Received funds from customers and employees, disburses funds, and records monetary transactions in business establishment. Received and processed cash, checks and/or credit-card charge transactions. Counted money to verify amounts and issues receipts for funds received. Compared totals on cash register with amount of currency in register to verify balances. Provided information about merchandise to customers, assisting and directing them to the right area where they can get what they are looking for, as well as handling merchandise with care to avoid damage.
Education:
Davis Applied Technology College Kaysville, UT United States High School or equivalent
Relevant Skills, Course and Certifications:
Computer Literacy
Microsoft Office Suite, Excel, Word etc.
OneNote
Outlook
Skype
Aspect
Photoshop
Windows 10
Keyboarding I, II & III
10-key proficient
WPM/Accuracy Typing Certificate 50+
References:
Name
Employer
Phone
Christina Draper Exeter Finance 801-***-****
Robin Thurgood RC Willey 801-***-**** Indicates professional reference
Additional Information:
Skilled at collecting, analyzing information to present to audiences of different levels of understanding and education. I have many years of knowledge and experience with computers, Microsoft Suite, including Outlook, Word, Excel etc. as well as creating and revising a spreadsheet with formulas. Typing speed 50+ wpm. I am proficient in 10-key, computer literate and can operate 10+ windows/programs simultaneously, active listener, empathetic, business minded, superior customer service, punctual, multi- tasker.
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