Angelica Stivers
Grapevine,Tx
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Experienced with managing overdue accounts and resolving payment disputes efficiently. Utilizes negotiation techniques and persuasive communication to secure payments. Track record of maintaining accurate records and collaborating with teams to meet collection targets.
Overview
14
14
years of professional experience
Work History
Collection Agent
Credit Management
Coppell, Texas
05.2024 - Current
- Worked with Sales Team to insure that delinquent accounts are identified in a timely manner
- Coordinated with Sales Operations team to resolve invoice disputes
- Prepared detailed collection notes and recommended changes in customer terms
- Data entry
- Payment processing
- Negotiation
- Inbound and Outbound Calling
- Third-party
Customer Service Leader
Walmart Supercenter
Dallas, Texas
07.2016 - 04.2024
- Increased customer satisfaction score by 5% each quarter and maintained 94% for the last 4 years through customer surveys conducted by shoppers to implement and improve the customer experience during each visit to the store
- Coordinate with various departments to ensure efficient opening and closing procedures are followed properly while maintaining accurate documentation for each associate based on customer need
- Thoroughly communicate and problem solve customer needs arising in any department and documenting finding in Microsoft Excel and PowerPoint to provide to other members of leadership with the goal to decrease similar issues presenting itself in the future
- Compile, organize, maintain filing for inventory, and accurately document file records of office activities and business transactions in the customer service department into system database for record keeping
- Work with other managers in team setting to ensure accurate documentation of inventory and resolving any discrepancies in pricing and quality of inventory through backtracking to identify any inaccuracies while making proper corrections as needed.
- Expert at multitasking and addressing various concerns in fast-paced, crossed function environment while being direct, honest, and efficient.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
Customer Service Supervisor
Family Dollar
Dallas, Texas
01.2012 - 05.2016
- Point of contact for help arising beyond customer need including restocking and organizing merchandise, monitoring self-checkout systems for internal and external customers, maintaining cash reserves, and answering questions about store policies, replenishing sales floor merchandise and organization for maximum appearance
- Trained over twenty staff members on point-of-sale system operation, customer service policy and sales goals which increase completion of daily task, efficiency, and productivity for the store
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction scores.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Education
High School Diploma -
Texas Can Science and Mathematics Academy
Skills
- Customer Satisfaction
- Coordination
- Communication
- Problem Solving
- Documentation
- Inventory Management
- Multitasking
- Customer Service Strategies
- Training
- Reporting
- Point of Contact
- Staff Training
- Performance Metrics Monitoring
- Policy Development
- Team Meetings
- Sales Coordination
- Invoice Resolution
- Data Entry
- Payment Processing
- Negotiation
- Inbound and Outbound Calling
- Third-party Coordination
- Service Delivery Optimization
- Leading Team Meetings
- Decision-Making
- Records Management
- Performance Evaluation
- Workflow Management
- Handling Escalations
- MS Office
- Data Management
- Call Center Operations
Languages
English
Timeline
Collection Agent
Credit Management
05.2024 - Current
Customer Service Leader
Walmart Supercenter
07.2016 - 04.2024
Customer Service Supervisor
Family Dollar
01.2012 - 05.2016
High School Diploma -
Texas Can Science and Mathematics Academy