AyJohnee Guillory
Orange,TX
Summary
Experienced customer service professional specializing in collections, leasing, and retention. Demonstrated proficiency in problem-solving and providing exceptional service. Skilled in collaborating with diverse groups and individuals. Expertise in sales, collections, and claims.
Overview
13
13
years of professional experience
Work History
Focus Services
Beaumont
Beaumont, TX
06.2024 - Current
- Assisted customers with inquiries regarding account information, billing and service-related issues.
- Resolved customer complaints in a timely manner while maintaining excellent customer service skills.
- Developed and implemented strategies to increase customer loyalty and retention rates.
- Monitored customer accounts for any changes in service or usage patterns that could indicate dissatisfaction or attrition risk.
- Provided technical support when needed by troubleshooting issues related to product features or functionality.
- Suggested new products or services based on individual needs identified during conversations with customers.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
Customer Service and Technical Support Agent
Foundever
Orange, TX
11.2022 - 05.2024
- Offer support to users of Abbot diabetic devices
- Ensured accurate and effective solutions for customer device issues
- Verified insurance coverage and warranties for customers and devices.
- Offered technical support through phone, email, and online chat
- Determined appropriate solutions by analyzing customer inquiries
- Documented intricate customer interactions and troubleshooting actions
Client Service Specialist
Beyond Financial Solutions Inc.
Houston, TX
02.2018 - 10.2022
- Addressed routine customer service concerns
- Notified clients about the effects of approved settlements on their credit profile
- Ensured seamless client onboarding process
- Provided customer service to clients by responding to inquiries and resolving complaints.
- Facilitated client onboarding by setting up accounts
- Updated internal records with the latest client information.
Assistant Hotel Manager
IHG Hotels & Resorts
Galveston, TX
04.2016 - 10.2018
- Maintaining cleanliness of front desk and reception area
- Handled management of office equipment
- Managing budgets, records, and contracts
- Oversaw coordination of bookings, scheduling engagements, phone communication, and email correspondence
- Enhanced guest experience through strategy development execution
- Ensured adherence to safety standards in hotel operations
- Assessed budget adherence routinely
Client Service Specialist
Ditech Mortgage Corporation
Irving, TX
01.2014 - 11.2015
- Effectively dealt with large-scale inbound call flows
- Resolved customer concerns regarding escrow issues
- Directed customers regarding subsequent claim processing procedures
- Responded to client inquiries efficiently
- Assisted in onboarding new clients, including setting up accounts and providing training on product usage.
- Maintained client data accuracy in internal systems by monitoring account information and updating records as needed.
Relocations Specialist
Monitronics Home Security
Farmers Branch, TX
06.2011 - 09.2013
- Retained security account clients despite initial intent to cancel
- Resolved payment-related concerns with effective problem-solving
- Enhanced existing client portfolios
- Developed and implemented relocation policies and procedures.
- Organized the shipment of household goods for relocating employees.
- Assisted with immigration paperwork for international relocations.
Education
Associate in Science - Vocational Nursing
Lamar State College-Orange
Orange, TX05.2020
Associate in Arts - Business
The University of Texas at Arlington
Arlington, TX05.2005
Skills
- Account management
- Customer relationship management
- Customer service (10 years)
- Analysis skills
- Financial services
- Handling Customer Complaints
- Customer Relationship Management
- Technical support (10 years)
- Desktop support
- Microsoft Excel
- Windows Remote Desktop (10 years)
- Client Relationship Building
- Complaint Handling
- Sales
- Dispute Mediation
- Service Scheduling
- Excellent Communication
Timeline
Focus Services
Beaumont
06.2024 - Current
Customer Service and Technical Support Agent
Foundever
11.2022 - 05.2024
Client Service Specialist
Beyond Financial Solutions Inc.
02.2018 - 10.2022
Assistant Hotel Manager
IHG Hotels & Resorts
04.2016 - 10.2018
Client Service Specialist
Ditech Mortgage Corporation
01.2014 - 11.2015
Relocations Specialist
Monitronics Home Security
06.2011 - 09.2013
Associate in Science - Vocational Nursing
Lamar State College-Orange
Associate in Arts - Business
The University of Texas at Arlington
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