Anjeannetta Hopes
Memphis,TN
Summary
Dedicated customer service professional with 5+ years’ experience in fast-paced environments. I am currently seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction. Track record of quickly acquiring competency in all products and transactions while readily and positively adapting to change.
Overview
9
9
years of professional experience
Work History
Account Manager
American Financial
01.2018 - 01.2023
- Secures payments from customers on past due accounts, make customers aware that further collection action can be taken while providing ways to resolve any balance due.
- Adjust customers accounts when necessary for any issues regarding penalties, interest, credit transfers and refunds.
- Timely respond to customer inquires regarding account balance, scheduled payments, and other account related issues.
- Kept detailed records of daily activities through online customer database.
- Monitored service after sale and implemented quick and effective problem resolutions.
Customer Service Representative
Conduit Global
03.2017 - 11.2018
- Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs
- Provides customer with appropriate customized information requested
- Derives all necessary information from customer to update database
- Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers
- Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Collections Agent
745 Cash
11.2013 - 01.2017
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Arranged for debt repayment or established repayment schedules, based on customer financial situations
- Developed personal organization and multitasking skills in a fast-paced environment
- Use of Microsoft Word, Excel, and Spreadsheet
- Scanned documentation and entered into the database
- Entered data into excel spreadsheet on report
- Making outbound collection calls in a professional manner while keeping and improving customer relations
- Located and notified customers of delinquent accounts by mail and telephone
- Assisted with computer data inquires
- Collected and arranged information and entered details into computer database
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances
Education
High School Diploma -
Kirby High School
Memphis, TNMedical Office Professional
Concorde Career College
Memphis, TNSkills
- Workday/PeopleSoft
- Microsoft Fluent
- Leadership
- 10-Key
- Kronos
- Problem Solving/Critical Thinking
- Core Competecies
- Advanced knowledge of using Microsoft Word, Outlook, Excel, and PowerPoint
- Able to do detailed work with high level of accuracy
- Excellent interpersonal and communication skills
- Ability to exercise discretion and showcase professional judgment
- Able to take direction and work independently
- Looking to learn more and develop skill set further
- Reporting
- Credit and Collections
- Documentation
- Verbal and Written Communication
- Cost Reviewing
- Issue Resolution
Timeline
Account Manager
American Financial
01.2018 - 01.2023
Customer Service Representative
Conduit Global
03.2017 - 11.2018
Collections Agent
745 Cash
11.2013 - 01.2017
High School Diploma -
Kirby High School
Medical Office Professional
Concorde Career College
Similar Profiles
Jarvis SpringfieldJarvis Springfield
Customer Account Specialist at American FinancialCustomer Account Specialist at American Financial
Gabrielle TurnageGabrielle Turnage
Director of Training and Development at American FinancialDirector of Training and Development at American Financial
Lori PageLori Page
Director of Administration at American Financial NetworkDirector of Administration at American Financial Network
Jamarr D. StackensJamarr D. Stackens
Personal Security Specialist at Jerry Lee LewisPersonal Security Specialist at Jerry Lee Lewis
Maurice BlandMaurice Bland
Home Improvement Contractor at Self-employedHome Improvement Contractor at Self-employed