Ankita Shrivastava
Tracy,CA
Summary
Energetic Associate offers customer service and resolution expertise paired with outstanding time management and multitasking skills. Diligent team member with 6 years of experience helping customers with returns and refunds and resolving common complaints. Enthusiastic and friendly team player dedicated to maintaining positive attitude focused on customer satisfaction.
Overview
6
6
years of professional experience
Work History
Sr Associate
BMO Bank of Montreal
Tracy, CA
09.2023 - 12.2023
- Resolved customer inquiries in a timely manner while adhering to service
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Provided direction and guidance to junior associates on complex tasks.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Improved customer service feedback scores through outstanding service.
- Assisted average of [80+]customers per day in finding or selecting items.
- Communicated clearly with customers in person and via telephone, driving positive experiences.
- Investigated and resolved issues to drive better service for customers and employees.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
Sr Collection Representative
Bank of the West
San Ramon, CA
10.2018 - 09.2023
- Assisted customers in setting up payment plans to ensure timely payments were made.
- Ensured compliance with federal, state and local laws related to consumer protection.
- Performed credit analysis on delinquent accounts prior to initiating legal action.
- Resolved escalated customer complaints efficiently while maintaining professionalism.
- Adhered to all applicable laws, regulations and policies governing collections practices.
- Handled incoming telephone inquiries from customers regarding their accounts.
- Built strong relationships with customers by providing excellent customer service.
- Processed returned checks, refunds, adjustments and other transactions as needed.
- Researched customer disputes and resolved issues in a timely manner.
- Conducted monthly reviews of past due accounts for accuracy and completeness.
- Reviewed and updated customer accounts on a daily basis.
- Utilized skip tracing techniques to locate missing debtors when necessary.
- Investigated customer financial situations for potential solutions or resolutions.
- Maintained accurate records of collections activities and payments received.
- Negotiated payment arrangements with customers in arrears.
- Developed and implemented strategies to reduce delinquency rates.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Reviewed accounts to determine payment plan compliance.
- Processed payments over phone and set up recurring drafts.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Secured payments by following up with customers which disregarded promise to pay.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Answered customer questions regarding account discrepancies or problems.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Received payments and posted amounts to customer accounts.
- Contacted insurance companies to check status of claim payments.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
Customer Service Cashier
California Check Cashing
Dublin, CA
03.2018 - 10.2018
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Provided excellent customer service by helping customers locate items they were looking for.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Balanced cash drawers at the end of each shift.
- Informed customers of in-store promotions or pricing specials.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Greeted customers promptly and responded to questions.
Education
MBA - Human Resource And Marketing
Devi Ahilya University
06-2011
Bachelor of Computer Applications
Makhanlal Chaturvedi University
06-2009
High School Diploma -
Ujjain Public School
06-2006
Skills
- Performance Monitoring
- Timeline Estimates
- Account Reconciliation
- Finance
- Workplace Safety
- Cash Handling
- Data Entry
- Oral Communication
- Attention to Detail
- Customer Service
- Courteous and Professional
- Flexible Schedule
- New Hire Training
- Computer Skills
- MS Office
- Customer Interaction
- Money Handling
- Training and Mentoring
Timeline
Sr Associate
BMO Bank of Montreal
09.2023 - 12.2023
Sr Collection Representative
Bank of the West
10.2018 - 09.2023
Customer Service Cashier
California Check Cashing
03.2018 - 10.2018
MBA - Human Resource And Marketing
Devi Ahilya University
Bachelor of Computer Applications
Makhanlal Chaturvedi University
High School Diploma -
Ujjain Public School