SUMMARY:

• Seeking an administrative support professional position with growth potential where my disciplines, positive attitude, professionalism, winning efforts and interests can be utilized; while offering versatile office management skills and proficiency in Microsoft Office programs.
• A highly accomplished, dedicated, and disciplined analyst, seeking to contribute and grow with a progressive and innovative organization.
• Recognized as a team player, a performer, and consistently completing assignments on time and under budget.
• A tenacious problem solver focused to efficiently resolve issues and meet and achieve challenging goals and objectives.
• Willing to assume responsibility, self - motivated and possess a high degree of professionalism both written and oral.
• An individual who is well rounded, a team player and has the ability to learn.
• Skilled in applying logical, common sense approaches in seeking practical solutions.
• I’m a very well organized, inquisitive problem solver who enjoys challenges.
• Also, possess a strong effective communicator when dealing with people of diverse interests and levels of authority.
• Additionally, I know how and when to utilize consultative selling skills.

EXPERTISE:

• Capable of being entrusted with confidential information
• Confidence when in adversarial situations
• Strong ability to negotiate and resolve issues/problems
• Ability to build productive working relationships
• Flexibility to work outside normally scheduled hours to satisfy service level and customer needs
• Ability to work in fast pace call center environment
• Customer satisfaction
• Consultative selling
• Superior ability to interact courteously with customers and ensure interactions are clear and direct
• Collections experience with large volume accounts 200K-1Million$
• Experience with electronic processing of invoices
• Understanding of accounting processes
• Superior understanding of credit management process

TECHNICAL SKILLS:

• Collections
• Accounts Receivables
• Accounts Payable
• Filing
• Data Entry
• Word Processing
• Problem Solving
• PeopleSoft/Excel/ ICOMS/Legacy/Oracle/Aspect/Host
• Multi-Task Effectively
• Exceptional Relationship-Building Skills
• Leadership Management

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

• Handle inbound disconnects/downgrade calls from existing customers
• Skillfully retain customers through positive customer relationship building
• Diffuse irate customer situations by utilizing strong listening skills and probing techniques
• Identify reasons for disconnects and overcome objections in efforts to retain the customer
• Save and resell the value of products and services by properly aligning features, benefits and price with the needs of customers
• Ensure customers understand their bills
• Work simultaneously with multiple computer applications and databases
• Answer questions regarding recent products and service purchases
• Ensure satisfaction of communication purchases
• Enhance customer loyalty and upsell accordingly.
• Study, analyze and report on customer feedback (e.g. scorecards, business reviews and complaints) relative to products, services and innovation.
• Properly use billing, provisioning, trouble - ticketing, and related customer-management systems

Confidential

Team Supervisor

Responsibilities:

• Analyze credit data and financial information of persons and/or companies that are applying for credit or loans to determine the risk that the bank, or other lending or credit-granting institution will not recoup Provided coaching to a team of six members based on scorecard reviews and performance levels funds loaned
• Determine if a loan or line of credit will be granted, and if so, the terms of the loan, including interest rate
• Prepare reports based upon their findings to help make decisions on lending and credit-worthiness
• Ensure that customers understand their bills
• Answer customer questions regarding recent product and service purchases
• Make outbound customer retention calls
• Work simultaneously with multiple computer applications and databases
• Ensure that suppliers are happy with their communications/purchases
• Analyze credit data and financial statements to determine the degree of risk involved in extending credit or lending money
• Review individual or commercial customer files to identify and select delinquent accounts for collection
• Handles stressful situations effectively
• Resolve account disputes or authorized deductions
• Handle complaints as related to late fees, collection charges and billing adjustments.
• Meet performance standards for collections and productivity
• Set payment arrangements (PTP), extensions and future dated payments in line extension policy.
• Meets deadlines and prioritizes work in an organized manner
• Communicate effectively verbally and in writing
• Ability to use judgment to arrive at a credit decision based on available information
• Actively work to understand customer ordering platforms and how billing in integrated into that platform
• Plan and organize work so that Service Level Agreement (SLA) is realized.
• Actively document customer issues including promises to pay and customer payment issues.
• Handled escalated calls from team members to be a final resolve for customers, ensuring the customer is satisfied at the end of each call.

Confidential

Tag Clerk

Responsibilities:

• Process and post payments over the phone using acceptable methods of payment including credit cards, check by phone, online bill pay and electronic debits
• Performed several administrative functions, including the processing of vehicle registrations and title transfers
• Collected county tax fees and payments for tag renewals
• Submitted exemption forms for qualified individuals
• Renewed driver’s license to citizens
• Issued new Vehicle Titles to citizens with purchases, Transferred out of state vehicle titles into Georgia Renewed vehicle tags
• Worked with local dealerships with tag and title registrations
• Computed ad valorem taxes for citizens (city tax)
• Processed new license applications and testing