Aramis robinson
Dallas
Summary
Experienced in customer interactions and issue resolution, I utilize effective communication and empathy to build strong customer relationships. My track record demonstrates a commitment to maintaining high customer satisfaction and fostering loyalty. As a diligent [Desired Position], I bring a solid background in customer service, consistently delivering efficient resolution of inquiries and maintaining high satisfaction rates. With exceptional communication and problem-solving skills, I continuously enhance the customer experience. Additionally, I have experience mentoring customer service representatives to improve team performance and service quality. Through effective coaching techniques, I ensure consistent and high-quality customer interactions, while fostering a collaborative and supportive team environment.
Overview
15
15
years of professional experience
Work History
Sr. Account Analyst
Ford Motor Credit
02.2015 - Current
- Handle incoming customer escalations, educate customers on company product and policy's, provide quality service in the areas of handling inquiries, troubleshooting, and account assistance, process customer inquiries title release refunds and escalations, communicate with customers via phone and chat, solve customer problems and find best possible solutions, help customers navigate company website, provide knowledgeable answers to questions about products, pricing and availability, become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service, provide a positive customer experience while appropriately handling routine inbound calls related to vehicle financing or leasing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager, take ownership of each customer to transform customer experience in every moment to build lifetime relationships, representatives are empowered to resolve customer needs independently and are expected to: utilize online knowledge-base and navigate multiple applications to assist with call handling and decision making, research, explain, and correct required items such as misapplied payments or payoffs and balance disputes, clearly explain process requirements and obtain required information, discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date, possess workplace agility, remain knowledgeable and prepared for upcoming changes to processes and technology, embrace and deliver on the Work from Home strategy by leveraging all resources to maintain expected productivity levels, be prepared to engage and contribute positively in a collaborative, team-based environment
Claims / Accounts Receivable
CrossMark/Financial additions
11.2014 - 02.2015
- Process daily company billing, responsible for billing mailbox, issued credits/reconciliation of incorrect billing
Claims / Accounts Receivable
Earl Owen / Kelly Services
01.2014 - 11.2014
- Process manufactured claims R.M.A, applied checks and payments to customer accounts, issued credits to customers' accounts once I received credit from the vendors
Billing Coordinator/Account Manager
Regus Management Ltd
08.2010 - 11.2013
- Data processing as well as client month end invoices, processing of new client agreement charges, including first month's office fees and deposit invoices, invoice processing for raising client monthly recurring charges for additional services, managing client renewal and expansion agreements in the company billing system, managing client's internal office moves and changes in the company billing system by raising invoices and credit notes where appropriate, managing and updating client information in the company billing system, following the company credit note and waive request procedure, reconciliation of invoices to statements, dispute and query management and resolution for clients and Regus colleagues, ensuring reports and generated for Management Accountants, ensuring accurate monthly billing for allocated centers and completed by due dates, maintain accurate and tidy filing systems of Center billing reports and back up documents, purchase order contract entry, document all issues for client invoice queries and resolutions, document all change requests and client updates from Center team, completes aging review of clients or business centers assigned by Manager, Collections to identify delinquent accounts, reviews details of delinquent accounts to become familiar with client situation, follows collections policy timeline, ensuring that client is made aware at every step of the way that their payment is late, and of consequences, gain payment commitments from clients and follow up immediately if commitment is missed in order to maximize the likelihood of collectability, take steps, jointly with business center team members, to cut off services to clients/tenants who have missed key payment deadlines, and at the appropriate time, advise them they must leave the Regus facility, advise Manager of any obstacles preventing you from completing functions and work to resolve, provide all client interaction in a professional, respectful and service-oriented manner while remaining firm and direct on requirements to pay, work closely with other Service Center team members in Billing and Accounts Receivable to ensure that all tasks are performed in most efficient way
Education
Bachelor of Arts (B.A.) - Project Management Candidate
Strayer University
11-2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer focus
- Building rapport
- Call center experience
- Decision-making
- Verbal and written communication
- Team leadership
Timeline
Sr. Account Analyst
Ford Motor Credit
02.2015 - Current
Claims / Accounts Receivable
CrossMark/Financial additions
11.2014 - 02.2015
Claims / Accounts Receivable
Earl Owen / Kelly Services
01.2014 - 11.2014
Billing Coordinator/Account Manager
Regus Management Ltd
08.2010 - 11.2013
Bachelor of Arts (B.A.) - Project Management Candidate
Strayer University
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