Aquanetta R. Wade
Desoto,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Kaiser\Department of Defense PCA Representative
Chime Solutions
07.2020 - Current
- Handled customer inquiries about medications and suggestions courteously and professionally.
- Processed medications to be mailed to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
Collections Supervisor
SHS Development Group
05.2015 - 07.2020
- Prepared and delivered performance reviews of 10-15 collections agents to support continuous improvement of department.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Identified needs and provided training to clarify expectations of collections agents.
- Investigated and reviewed credit risks and collections.
- Completed bi-weekly payroll for 10-15 employees.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Customer Service Rep
SHS Development Group
01.2013 - 05.2015
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Late Stage Collections Representative
Capital One
09.2010 - 12.2012
- Resolved challenging situations with friendly but firm strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Achieved performance goals on consistent basis.
Online Chat Representative Team Lead
ETech Global Services
06.2007 - 09.2010
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
ETech Global Services
06.2005 - 05.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Honors
Academy Dallas, TX05.2005
Skills
- Creating Accounts
- Comparing Products
- Customer Service and Assistance
- Document Uploading
- Online Chat
- Troubleshooting and Resolution
- Strong Telephone Etiquette
- Team Goals
- Documenting Problems
- Understanding Customer Needs
- Order and Refund Processing
- Attention to Detail
Timeline
Kaiser\Department of Defense PCA Representative
Chime Solutions
07.2020 - Current
Collections Supervisor
SHS Development Group
05.2015 - 07.2020
Customer Service Rep
SHS Development Group
01.2013 - 05.2015
Late Stage Collections Representative
Capital One
09.2010 - 12.2012
Online Chat Representative Team Lead
ETech Global Services
06.2007 - 09.2010
Customer Service Representative
ETech Global Services
06.2005 - 05.2007
High School Diploma -
Honors
Similar Profiles
Ta'Tianna StephensTa'Tianna Stephens
Customer Service Representative at Chime SolutionsCustomer Service Representative at Chime Solutions
Marceria GambleMarceria Gamble
Data Entry Clerk at Chime SolutionsData Entry Clerk at Chime Solutions
Jenna EdmonsonJenna Edmonson
Benefits Enrollment/Technical Support Specialist at Chime SolutionsBenefits Enrollment/Technical Support Specialist at Chime Solutions
Taquilla LeaksTaquilla Leaks
Senior Customer Service Advocate at Chime SolutionsSenior Customer Service Advocate at Chime Solutions
Amen KamauAmen Kamau
Executive Director at Desoto Jr. Eagles & Eaglettes Mentoring ProgramExecutive Director at Desoto Jr. Eagles & Eaglettes Mentoring Program