Andrea Johnson

• Responsible for managing a team of 7-9 customer service professionals in receiving customer inquiries, investigating requests, answering questions, and resolving problems
• Develop and manage daily workflow for inbound inquiries through phone, mail, chat, and email communications, maintaining a high level of customer service while meeting expected SLA’s
• Maintain a current knowledge of processes and procedures and develop processes or tools which improve the knowledge and productivity of my team members
• Onboard and train new hires and continue to develop employees’ skills in career pathing
• Actively work with staff to ensure their understanding of the Client Advocacy principles and how to implement into their daily interactions with customers internal and external.

• Managed the collection activities of a team of core collectors, including analyzing and preparing reports to assist in guiding employees and the department to achieve target delinquency goals
• Reviewed and created portfolio review spreadsheets, reconciled pay histories, resolved customer inquiries, and escalated issues to Senior Leaders and other functional teams, in addition to building strong relationships with all internal departments
• Ensured prompt and efficient service and processing of transactions, correspondence, documentation, etc
• Trained new staff members on proper collection techniques, policies, and procedures.

• Key responsibilities included maintaining and developing ongoing relationships in the bill & collect relationship and onboarding portfolios within the Collections Team
• Served as the main day to day contact between program administrators or relationship managers
• Participated in the development, modification, and presentation of source reporting regarding source delinquency and operational opportunities
• Also, worked Natural Disaster accounts, coordinating requests for assistance with the credit modification team, end of lease, insurance companies and loss mitigation to negotiate final balances due and assist in modifications of the original terms and conditions while customers were recovering from their losses.

Coordinator – Scheduler Support – Bundler – Lead Client Support Specialist

• Prepared files for documentation analysts and scanned, organized, and completed the retention process. Audited files confirming invoice details will reflect the vendor and customer documents signed
• Completed verbal calls to customers verifying signors and delivery and acceptance of equipment, also reviewed certificates to follow tax matrix guidelines
• Funded contracts utilizing EFE and Infolease, verifying and entering asset and contract details in lease documents and vendor program notes. Finalized payout to the customer and vendor
• Managed day-to-day communications with multiple vendors, sales and internal partners simultaneously, providing high quality customer service by collaborating and resolving complex requests
• Reconciled accounts and created manual pay histories for standard and Detailed Spreadsheet Invoicing customers.

• Photographed a portfolio of poses, and customized and edited portraits in one-on-one customer sales presentations. Scheduled appointments and resolved customer concerns. Completed call campaigns to generate repeat business in the non-peak season
• Maintained up-to-date knowledge of store merchandise and policies, updated promotional material and displays, and conducted inventory and supply ordering
• Analyzed reports weekly to ensure sales, profit, loyalty, survey, and cost ratios were being me. Maintained solid customer base with loyalty program sales consistently highest in district and high survey results and had strong employee retention. Succeeded with Improved portrait studio sales reaching over 200 % sales and profit over several studios in same region. Strengthened studio's customer base to rank in the top 20 within 1500 studios for return customers
• Selected, hired, trained, and managed quality and productivity of associates. Supervised color and cropping of images, transmission of files, and coached employees on selling techniques
• Traveled tri-state area as a corporate trainer, transitioning associates from a film to a digital POS, camera, and sales equipment.

• Analyzed customer needs and provided best options, upselling products and services with individuals and in places of business
• Assisted customers in completing necessary forms and documents related to new or updated policies for supplemental insurance for accidents and sickness
• Generated leads by contacting existing policyholders, completing and renewing their protection, and selling to non-policyholders
• Spent 75% of time in face to face selling traveling within local district.