Hi, I’m
Ayanna Horn
Sanford,FL
Summary
I have over 10 years of diversified experience in Customer Service, Management, and Training with a “can-do” attitude in all roles. Seeking to obtain a position that will allow me to use my skills within a company that values growth and professional development allowing for a life-long employer-employee relationship. I have proven successful in developing and leading focused teams to boost productivity. Looking to excel in a management role bringing my skills, knowledge, and talent to help the company expand, meet, and surpass goals; While gaining knowledge and opportunities for advancement and personal growth.
Overview
9
years of professional experience
Work History
Waste Pro USA
Solid Waste CSR
06.2024 - Current
Job overview
- Responds to routine requests for information including solid waste service requests and billing concerns; answers questions; directs callers and visitors appropriately; and tracks customer service requests via work order system from start to completion.
- Receives and processes payments in person, by mail, over the phone, and from the City’s website; balances individual cash drawers daily, in accordance with City accounts receivable rules and procedures.
- Provides general customer service and communicates with the public regarding fees, policies, rules and general information about the facility or event.
- Runs standard reports according to established timelines, or as directed.
- Represents all assigned municipalities by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.
- Performs other duties of a similar nature or level as assigned.
Alorica
Trusted Referee Representative
02.2024 - 05.2024
Job overview
- Confirm and edit document classification(s)
- Ensure all criteria is met under each classification for Primary and Secondary documents
- Adhering to all SOP’s and company scripts to accurately approve, reject, or escalate document reviews, Account recoveries, and Selfie & In-Person video sessions
- Adhering to monthly QA and bonus metrics
Concentrix
Credit Card Fraud & Disputes Transition Coach
04.2021 - 11.2023
Job overview
- Logs, investigates, updates, and maintains card cases accurately in case management platforms. Processes account maintenance, including placing flags, holds on accounts and cards to minimize loss exposure to the client.
- Maintains thorough and current knowledge of all applicable federal, state, and local regulations (including but not limited to all FCRA requirements, FDIC Red Flag Guidelines) as well as internal policies and procedures and client’s requirements.
- Makes sound decisions and takes appropriate actions in the best interest of our clients and/or cardholders.
- Strong working knowledge of card processes, including disputes, chargeback and card investigations with a high degree of accuracy (data entry, communication, assessments) and attention to detail in all aspects of job functions.
- Assist with all transition New Hire and up-training refresher courses for all RA compliance and procedure updates and on-boarding for Flex agents.
- Conduct training sessions, one by one buddy systems, and ensure all trainee’s are adhering to company approved systems, procedures, and compliance courses prior to production.
- Keep all training manuals up to date for clients bi- annual reviews.
- Assist with Back Office List work as needed
Ultimate Staffing
National & Enterprise Trainer, and Lexus CSR
09.2017 - 07.2020
Job overview
- Ability to work independently and self-motivated with strong organizational skills
- Ability to empathize with clubs/ clients and completely address concerns while adhering to program policies and procedures.
- Prompt research to breakdown locations quickly, process ERS requests, dispatch in/outside of network vendors, set up rental exchanges and / or dispatch Lyft services, and leave detailed documentation of customer incidents.
- Responsible for each agent’s self-development skills by maintaining policy and procedure resources; provides coaching, conducts one on one training sessions; identifies process improvement opportunities and develops the resources to facilitate those opportunities.
- Submit a daily summary outlining each assigned agent’s development track to the Lead Supervisor.
- Proven decision-making skills as indicated by performance history and proven customer service skills as indicated by QA reviews.
- Ability to understand CMS and its functionality as it pertains to meeting SLA goals.
Cube Smart Storage
Logistics Manager
12.2016 - 08.2017
Job overview
- Leading by example, I provide exceptional service to our Customers and Sales leads over the phone as well as to walk-in prospects.
- Recommend appropriate cube sizes and services based on individual prospects' needs as I ensured every customer understands the leasing process.
- Conduct daily visual and space audits of the entire facility as well as perform lock checks; While, prepare and make daily bank deposits.
- Process daily, weekly, monthly and annual reports.
- Make collection calls on delinquent accounts.
- Perform property maintenance both inside the facility and on the grounds including; sweeping, changing light bulbs and removing debris in units.
- We want to ensure that our customers are treated with the highest level of courtesy and professionalism, so we live by “It’s what’s inside that counts.”
Education
Bronx School of Law and FinanceBronx, NY
High School Diploma
06.2007
University Overview
- A Graduate of The Bronx School of Law and Finance with a specialty in International Law. Successfully completed all coursework and training requirements. Participated in Community Services provided by the school to include Mock Trial, Moot Court, and Teen Court.
- GPA: 3.8
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Solid Waste CSR
Waste Pro USA
06.2024 - Current
Trusted Referee Representative
Alorica
02.2024 - 05.2024
Credit Card Fraud & Disputes Transition Coach
Concentrix
04.2021 - 11.2023
National & Enterprise Trainer, and Lexus CSR
Ultimate Staffing
09.2017 - 07.2020
Logistics Manager
Cube Smart Storage
12.2016 - 08.2017
Bronx School of Law and Finance
High School Diploma