Customer Service Sales

Taisha Febus

*** **** ***

Kissimmee, FL *****

Mobile 407-***-****

OBJECTIVE

Secure a position with a reputable company that would benefit from my

contributions, recognize my efforts and dedication and also provide career

opportunity utilizing my excellent bi-lingual communication skills.

EXPERIENCE:

2010-2010 CHEP USA (Spherion Staffing) Orlando, FL

Collection Coordinator

Communicate on a daily, weekly, monthly base with customer on their accounts

Request credits from sales to offset customer invoices

Email, fax or mail invoices to customer when requested

Build relationship with the sales team to insure customer satisfaction

Try to collect 90% and more on what is due monthly

2010-2010 SAFCO Orlando, FL

Collector

Called customer on their past due car loans

Assist customer make payments on their loans

Refer accounts to Repo department

Placed customer on a payment plan to help them pay their car loan

Direct customer to the correct department for the car titles

2009-2010 Iron Mountain Royersford, PA

Commercial Collector

Emailed, mailed, faxed copies of invoices to customers

Called customer to collect on past due invoices

Establish productive communication with accounts payable departments

Responsible for making determination on accounts being placed in Litigation

Collecting on account from 30-300 days old

2007-2009 Roadlink Bethlehem, PA

Accounts Receivable Analyst

Collect open receivables and resolve issues that arise, such as disputed items and when to place accounts for outside collections

Determine receivable write offs/adjustments

Maintain DSO less then 30 monthly

Work with terminal managers to resolve billing problems for customers

Keep accounts current while meeting deadlines

2006-2007 DNB (Smyth Solutions) Bethlehem, PA

Commercial Collector

Commercial Collections

Research customer financial history

Establish productive communication with accounts payable departments

Responsible for making determination on accounts being placed in Litigation

Collecting on account from 30-300 days old

1999-2006 HSBC/Metris/Banco Popular Orlando, FL

SR Customer Services Rep

Recruit new staff

Provide coaching to members of the team

Responsible for distribution of daily reports, monitoring calls and coaching on improvements

Provide training for new employees and implement new procedures

Create new incentives to motivate the team

Secure customer confidentiality

Workforce Analyst

Responsible for the monitoring of service level goals for a nationwide call center

Efficient and effective scheduling of staff to meet customer needs

Continuous identification and implementation of workforce improvement

Proactively analyze historical trends to provide recommendations to senior

management

Acting manager when needed

Customer Service Representative

Collection calls for call center

Resolve all incoming phone inquiries for the Banco Popular credit card portfolio

Support management in the role of team leader when necessary

Continually exceeded all quantitative performance measurements

Promoted to Senior Representative within 18 months

1997-1999 Sears Orlando, FL

Associate Developer (Lead)

Satisfy general customer account inquiries

Efficiently and effectively manage escalated calls and troubleshooting scenarios

Manage and process correspondence inventory

Act as liaison for new employees during initial training period.

EDUCATION:

1999-2004 Florida Metropolitan University Orlando, FL

Bachelor of Arts; Criminal Justice

Maintained 3.2 GPA

LANGUAGES:

Fluent in English

Speak Spanish

SKILLS:

Leadership skills, excellent verbal and written

communication skills and detailed oriented

skills.

Worked with foster children for extended period of time

Member of the Future Home Makers of America

Microsoft Word, Excel, Publisher, Access, PowerPoint

Works, Windows 95-2000

E-Workforce Management (TCS)

Avaya Centervu Supervisor

Sprint CSM

Lucent

SAP

Siebel

References Upon Request

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