Angelica Brandt
Seabrook,NH
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Amalgamated Medical Care Management
02.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Collections Specialist
CIT Bank
08.2019 - 12.2021
- Processed payments and contracts on accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls to meet demands of busy group.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Researched accounts and completed due diligence to resolve collection problems.
- Recorded all information regarding financial status of customers.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Handled 110 outbound and inbound calls daily with goal of collecting owed debt.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Used probing techniques to determine debtors' reasons for delinquency.
- Collected documents and made portfolios for collections accounts.
- Negotiated to collect balance in full.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
Barista
Starbucks
12.2018 - 12.2021
- Experienced barista with service skills, highly trained in relations and management.
- Interested in applying 6 years in customer service to permanent position.
- Customer service Interpersonal communication skills Leadership and management Cash management Complaint resolution Coordination Customer satisfaction Team player, Assisted customers with ordering or dining area needs.
- Demonstrated coffee preparation to train new team members.
- Developed relationships with customers to improve long-term sales.
- Greeted customers, provided information, and made guests feel welcome.
- Maintained accuracy when operating cash register.
- Operated multiple preparation machines simultaneously.
- Performed routine cleaning requirements in dining and preparation areas.
Photographer
Geskus Photography INC
01.2016 - 12.2018
- Photographed high-quality images for various print and digital projects.
- Edited, toned, captioned and uploaded photographs for publication.
- Selected and set up appropriate props, backdrops and lighting.
- Performed advanced computer processing of images for assignments.
- Planned and prepared for on-location and studio shoots.
- Scheduled and booked locations for photo shoots, working collaboratively with clients and contacts.
- Experimented with different lighting effects to deliver unique images.
Supervisor
Dunkin donuts
07.2014 - 12.2018
- Accurately completed cash register transactions.
- Adhered to all store retail procedures and policies.
- Championed promotional items to achieve sales goals.
- Cleaned shelves, tables, and counters.
- Conferred with employees to discuss complaints and resolve issues.
- Educated customers about product options to exceed their experience.
- Effectively executed visual merchandising and marketing initiatives.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
Education
High School Diploma - undefined
Winnacunnet High School
Hampton, NHSkills
- Photo
- Cash management
- Cash register
- Cashier
- Interpersonal
- Communication
- Credit
- Clients
- Customer satisfaction
- Customer service
- Inventory
- Team player
- Priority Management
- Staff Management
- Training and mentoring
- Windows software experience
- Complaint resolution
- Team Lead
- Leadership
- Legal
- Marketing
- Merchandising
- Organizing
- Photographer
- Policies
- Retail
- Sales
- Tables
- Leadership
- Conflict Resolution
- Processes and Procedures
- Negotiation
- Team Building
Timeline
Customer Service Representative
Amalgamated Medical Care Management
02.2021 - Current
Collections Specialist
CIT Bank
08.2019 - 12.2021
Barista
Starbucks
12.2018 - 12.2021
Photographer
Geskus Photography INC
01.2016 - 12.2018
Supervisor
Dunkin donuts
07.2014 - 12.2018
High School Diploma - undefined
Winnacunnet High School