Anna Bati
Jacksonville,FL
Summary
Results-driven professional with over five years of customer service experience, specializing in banking, collections, and fraud prevention. Recognized for exceptional conflict resolution, data analysis, and regulatory compliance skills that enhance customer satisfaction and operational efficiency. Currently pursuing a bachelor's degree in supply chain logistics, demonstrating strong organizational, multitasking, and problem-solving abilities. Passionate about leveraging a proven track record in customer relationship management and risk mitigation to drive success in banking, insurance, and fraud detection roles. Personable and organized with a strong aptitude for problem-solving and negotiation. Possesses foundational knowledge in financial management and customer service and is proficient in data entry and communication. Aims to optimize collections processes and maintain positive client relationships.
Overview
3
3
years of professional experience
Work History
Collections Specialist
Concentrix
06.2022 - 01.2023
- Elevated customer satisfaction to 95% by implementing empathetic and solutions-driven approaches to billing and account inquiries, fostering loyalty and trust
- Recovered over $X in potential losses by proactively identifying and resolving billing discrepancies, ensuring accurate account management and financial integrity
- Surpassed quality assurance benchmarks by consistently maintaining error-free documentation and leveraging CRM systems to streamline workflows and improve service efficiency
- Strengthened fraud prevention efforts by collaborating with specialized teams to mitigate risks, successfully addressing suspicious account activity and safeguarding customer assets
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
Customer Service Representative
Citi Bank
04.2020 - 01.2022
- Reduced fraudulent transactions by 15% through proactive identification and escalation of potential fraud cases, directly contributing to operational security
- Improved customer feedback scores by 20% by providing high-quality support for credit card inquiries, resolving billing issues, and addressing technical problems promptly
- Resolved complex billing issues, ensuring accurate charges and preventing disputes, which helped maintain customer satisfaction and retention
- Enhanced service delivery metrics by collaborating with cross-functional teams to streamline response times, resulting in quicker issue resolution and improved customer experiences
- Exceeded monthly KPIs consistently, focusing on key areas such as customer retention, first-call resolution, and technical troubleshooting, contributing to an overall improvement in service efficiency and customer satisfaction
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Representative
Target
08.2019 - 01.2020
- Delivered exceptional customer service by resolving inquiries related to product availability, returns, and exchanges, contributing to improved customer loyalty and retention
- Addressed and escalated complex complaints effectively, collaborating with management to implement solutions that enhanced the overall shopping experience
- Supported the inventory management team by conducting stock checks, ensuring product availability, and improving operational efficiency
- Consistently met or exceeded performance metrics, including customer satisfaction scores and store sales targets, in a fast-paced retail environment
- Maintained a strong focus on problem-solving and conflict resolution, ensuring seamless resolution of customer issues and fostering a positive store reputation
- Collaborated with cross-functional teams to streamline processes and enhance customer support operations
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Technical Certificate - Computer Networking
Florida State college at jacksonville
Jacksonville, FL08.2026
Bachelor of Science - Supply Chain Logistics
Florida State college at Jacksonville
Jacksonville, FL12.2025
Associate of Arts - General Studies
Florida State College at Jacksonville
Jacksonville, FL01.2023
Skills
- Technical Troubleshooting
- Excellent problem solving skills
- Ability to work under pressure
- Excellent verbal and written communication skills
- Strong work Ethic
- Empathy and active listening
- Time management
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
Timeline
Collections Specialist
Concentrix
06.2022 - 01.2023
Customer Service Representative
Citi Bank
04.2020 - 01.2022
Customer Service Representative
Target
08.2019 - 01.2020
Bachelor of Science - Supply Chain Logistics
Florida State college at Jacksonville
Associate of Arts - General Studies
Florida State College at Jacksonville
Technical Certificate - Computer Networking
Florida State college at jacksonville
Similar Profiles
Robin JuecoRobin Jueco
Operations Manager I at ConcentrixOperations Manager I at Concentrix
Melanie SmithMelanie Smith
Tech Support Agent at ConcentrixTech Support Agent at Concentrix
JOHN FERL BENIDJOHN FERL BENID
Customer Service Advocate (Healthcare Account) at ConcentrixCustomer Service Advocate (Healthcare Account) at Concentrix