Bayli Pascucci
Hinsdale,NY
Summary
Proven track record in enhancing customer loyalty and streamlining operations, notably at Gerber Collision. Expert in customer service and problem-solving, adept at managing high-stress situations and resolving conflicts with empathy. Achieved consistent performance goals through critical thinking and effective call management, significantly improving customer satisfaction and operational efficiency. 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
8
8
years of professional experience
Work History
Customer Service Representative
Gerber Collision
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Financial Clearance Representative
Olean General Hospital
01.2022 - 09.2022
- Scheduled appointments for clients with specific departments as needed.
- Handled inbound and outbound calls in a timely manner.
- verified insurance information prior to scheduling appointments.
- Handled the payment of co-pays when necessary to allow for faster patient intake upon arrival for appointment.
- Made appointment reminder calls the day before the scheduled appointment.
- Ensured the necessary scripts were received for the appointment or testing needed.
Collections Specialist
Pioneer Credit Recovery
02.2018 - 01.2022
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Maintained high volume of calls and met demands of busy and productive group.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Researched accounts and completed due diligence to resolve collection problems.
- Enhanced department productivity with ongoing training and development programs for collections staff members.
- Responded to customer inquiries and provided detailed account information.
- Achieved performance goals on consistent basis.
Assistant Manager
Payless Shoe Source
12.2016 - 11.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School Diploma -
Hinsdale Central School
Hinsdale, NY06.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Problem Resolution
- Payment Processing
- Professional telephone demeanor
- Follow-up skills
- Call Management
- Scheduling
References
Katie Myers
Phone Number: 716-225-7459
Years known: 6
Steven Myszka
Phone Number: 716-307-2161
Years known: 15+
Shelly Cassell
Phone Number: 919-922-7843
Years known: 2
Timeline
Customer Service Representative
Gerber Collision
09.2022 - Current
Financial Clearance Representative
Olean General Hospital
01.2022 - 09.2022
Collections Specialist
Pioneer Credit Recovery
02.2018 - 01.2022
Assistant Manager
Payless Shoe Source
12.2016 - 11.2017
High School Diploma -
Hinsdale Central School
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