Anita Denzler
Watauga,TN
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Prox Account Manager
Citibank
Johnson City, TN
09.2022 - Current
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with customers and internal partners.
- Acted as main point of contact in matters relating to client concerns and needs.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Recognized security risks to properly handle situations.
Customer Service/Sales Representative
DialAmerica
Boones Creek, TN
03.2017 - 10.2019
- Educate incoming callers on the importance and seriousness of identity theft, advise customers on the best plan based on customers needs.
- Answered customer questions about products and services and recommended appropriate solutions.
- Drove increased engagement with productive conversations and ongoing relationship management.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled customer billing errors by researching issues in system and asking detailed questions.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
Collections Agent
Advanced Call Center Technologies, LLC
Johnson City, TN
03.2015 - 02.2018
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Upheld privacy and security requirements for customer information.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Achieved production goals by training new employees and incentivizing team members.
N /N Ball and Roller
NN, Inc
, TN
09.2011 - 06.2014
- Visually inspected product for quality and made sure items met specifications before being shipped out to consumer.
Customer Service Representative
Citibank
Watauga, TN
10.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
Education
Diploma -
Wilkes Community College
03.2005
Wilkes Central High School
06.1981
Skills
- Inside Sales (5 years)
- Upselling (5 years)
- Sales Experience (5 years)
- Problem Management (6 years)
- Problem Resolution (6 years)
- Customer Service (6 years)
- Typing (6 years)
- Multiple computer applications (5 years)
- Data entry (5 years)
- Computer skills (5 years)
- Microsoft Office (4 years)
- Assessments
- Customer focus & orientation — Proficient
- July 2021
- Responding to customer situations with sensitivity
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Problem-Solving
- Relationship Building
- Account Management
- Customer Service
- Verbal and Written Communication
- Performance Evaluations
- Issue Resolution
- Goal Setting
Additional Information
- Authorized to work in the US for any employer
Timeline
Prox Account Manager
Citibank
09.2022 - Current
Customer Service Representative
Citibank
10.2021 - Current
Customer Service/Sales Representative
DialAmerica
03.2017 - 10.2019
Collections Agent
Advanced Call Center Technologies, LLC
03.2015 - 02.2018
N /N Ball and Roller
NN, Inc
09.2011 - 06.2014
Diploma -
Wilkes Community College
Wilkes Central High School