Customer Service/Client Service Specialist/Collections Clerk-Call nter

Heather B. Shively

**** ******** **., ******, ** 45424 760-***-**** *******@*****.***

Professional Summary

Enthusiastic, personable, and responsible Client/Customer Service Specialist with more than 7 years in the call center industry and more than 20 years of customer service experience. Proficient at building positive relationships with new and existing clients/customers by offering superior customer service. Reliable team player and strong communicator with a flexible schedule. Skills

- Hard-working - Customer-oriented - Trustworthy

- Active Listening Skills - Responsible - Time Management

- Personable - Computer Literate - Professional and Mature

- Dedicated Team Player - Flexible Schedule - Problem Solving

- Accurate and Detailed - Communication - Quick Learner Work History

Vinebrook Homes Collections Clerk (2024-Present)

• Took calls from residents.

• Processed payments utilizing company systems such as Yardi and Salesforce.

• Assisted with account questions or concerns and with trouble-shooting issues for online accounts and web-based transaction processing systems for residents.

• Fostered a positive work environment by consistently treating all employees and residents with respect and consideration.

• Handled all customer relations issues in a gracious manner and in accordance with company policies.

• Preserved “meets expectations” in most metrics overall. Synchrony Bank Customer Service Agent (2017-2019) - Client Service Specialist (2019-2024)

• Took calls from both clients and customers.

• Processed and completed new credit applications utilizing company systems such as Genesis, ACQA, Workstation, Unicorn/Uni-station, Genius, Innovis, OneFD, etc.

• Assisted with account questions or concerns and with trouble-shooting issues for online accounts for both customers and clients, and web-based transaction processing systems for clients.

• Fostered a positive work environment by consistently treating all employees and customers/clients with respect and consideration.

• Handled all customer relations issues in a gracious manner and in accordance with company policies.

• Preserved “exceeds expectations” in most metrics overall.

• Cultivated a customer-focused call experience by greeting and responding to all customers in a friendly manner.

• Mentored and helped train new representatives in both Customer Service and Client Service, in person and virtually.

• Worked from home starting in mid 2020 due to Covid restrictions. Best Buy Front End - Cashier/Customer Service (#1076 Temecula CA 2011-2015 - #1453 Raleigh NC 2015-2017)

• Operated a cash register for cash, check and credit card transactions with 98% accuracy.

• Handled all customer relations issues in a gracious manner and in accordance with company policies.

• Mentored new sales associates to contribute to the store’s positive culture.

• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

• Preserved an exceptional attendance record.

• Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.

Del Mar Fairgrounds Midway Ticket Seller (Del Mar CA - Seasonal 2010-2015)

• Sold ride tickets for the San Diego County Fair

• Preserved a perfect attendance record.

• Operated a cash register for cash and credit card transactions with 95% accuracy.

• Completed all opening and closing procedures, including counting the contents of the cash drawer.

• Handled all customer relations issues in a gracious manner and in accordance with company policies.

• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

The Flower Fields Cashier Lead (Carlsbad CA – Seasonal 2007-2015)

• Developed a reputation as an efficient service provider with high levels of accuracy.

• Completed all point-of-sale opening and closing procedures, including counting the contents of the cash register.

• Handled all customer relations issues in a gracious manner and in accordance with company policies.

• Mentored new sales associates to contribute to the store’s positive culture.

• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

Paul Ecke Ranch International Logistics Coordinator (Encinitas CA – 2001-2008)

• Planned and coordinated documents, logistics and materials for domestic and international shipments.

• Implemented new and efficient shipping document completion procedures.

• Served as company liaison for San Diego County Agriculture Department.

• Verified and entered freight cost data into the company accounting database to reconciled.

• Managed and responded to all correspondence and inquiries from customers, brokers, and couriers. Education

Palomar College, San Marcos CA

Associate of Arts: Psychology – 2015

Associate of Arts: Psychology for Transfer – 2015

Associate of Arts: University Studies - 2015

- Lifetime Member of Phi Theta Kappa Honor Society

- 3.35 GPA

Fallbrook Union High School, Fallbrook CA

High School Diploma – 1998

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