Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Beatrice D. Byrd

West Monroe,LA

Summary

To obtain a job within my chosen field that will challenge me and allow me to use my growing education, customer service, and organizational skills, as well as my past experiences in a way that is mutually beneficial to both myself and my employer, and that allows for future growth and advancement. Hardworking individual with seasoned customer service experience and an understanding of accounting procedures, seeking to strengthen financial and customer care knowledge, as well as customer service skills, through proven skills in accounting, customer care, and adaptability.

Overview

21
21
years of professional experience

Work History

Technical Support Representative

Conduent
11.2023 - Current
  • Provided technical assistance to customers through phone, email and chat support.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Developed system documentation, user manuals, FAQs, troubleshooting guides.
  • Assisted customers with installation of new hardware and software applications.
  • Resolved escalated customer service issues in a timely manner.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Supported customers with online billing, access, and account issues.

Customer Experience Manager

Alorica
10.2020 - 10.2023
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
  • Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Maintained accurate records of all interactions with customers including call logs, emails, online chats.

Rural Mail Carrier

United States Postal Service, Rural Letter Carrier
08.2019 - 07.2020
  • Delivered mail and packages to rural residences, businesses, and post office boxes.
  • Collected payments for COD items, postage due, and other fees as required.
  • Reported any safety or security incidents encountered during the course of duty.
  • Maintained accurate records of daily deliveries.
  • Loaded and unloaded trucks efficiently using appropriate equipment.
  • Assisted customers with inquiries regarding postal services and regulations.
  • Set up a route and delivered mail six days a week on the route, as well as delivered parcels on Sundays and holidays.
  • Accountable for timely, organized, and safe delivery.
  • Effectively communicated and resolved residential and business customer concerns in a confidential manner

Accounts Receivable Clerk

CenturyLink Corporate Headquarters
08.2019 - 03.2020
  • Managed detail aging, computerized and manual cash batch, data entry and sale journal
  • Implement new procedures to increase the progress and efficiency of AR/AP roles which improved time work and aged receivables by 85%
  • Researched and allocated payments for more than 20,000 accounts in a short-deadline situation
  • Made hundreds of journal entries monthly for accounts receivable using the elite company software, including correcting or updating existing entries
  • Investigated and resolved customer queries.

Data Analyst

JP Morgan Chase
01.2012 - 10.2016
  • Verify that all documents required for the loan package are in the proper order and present.
  • Process and close loans to comply with rules and regulations.
  • Mitigate risk management, and apply proper pricing.
  • Responsible for pulling data from the database and transferring it into Excel files for the company.
  • Prepared reports for management by creating pivot tables in Excel.
  • Performed analysis and research to define project goals and reports for infrastructure.
  • Researched and collected data from a variety of resources to meet standards and analyses.

Customer Service Representative

JP Morgan Chase
02.2009 - 12.2011
  • Research customer inquiries and concerns, while making adjustments and corrections as needed
  • Answer customer inquiries regarding their mortgage accounts
  • Documenting customer care conversations on every account for reporting and compliance purposes
  • Assist with annual escrow analysis and year end statements
  • Coordinate and processes payoff requests for various title companies or customers
  • Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyze information skillfully
  • Manage difficult or emotional customer situations; Respond promptly to customer needs
  • Speak clearly and persuasively in positive and negative situations; listen and get clarification.

Collection Agent

Coast Professional, Inc
01.2005 - 08.2006
  • Ensure task completion and performance goals are met
  • Identifies and resolves operational problems using defined processes, expertise and judgment
  • Provides expertise and customer service support to members, customers, and/or providers
  • Review credit applications, evaluating customer accounts, handling escalated delinquent accounts
  • Balances and reconciles various control accounts involved with the accounts payable record keeping system
  • Contacts delinquent borrowers verbally and in writing to collect loans according to procedures
  • Developing solutions to financial statuses and recommending payment options

Phlebotomist

Lapite Family Practice
02.2004 - 11.2004
  • Collect blood samples from patients
  • Decipher the best method for drawing blood depending on the specific patient
  • Practice infection control standards at all times when working with patients and equipment
  • Be courteous and sympathetic when it comes to working with patients
  • My skills were drawing blood, file patient's records, and help assist the physician.

Education

Wisner, LA -

WISNER HIGH SCHOOL
Wisner, LA

Monroe, LA -

UNIVERSITY OF LOUISIANA
Monroe, LA

San Diego, CA - Business Administration

Ashford University
San Diego, CA

Skills

  • Time management
  • Attention to detail
  • Team collaboration
  • Customer inquiry resolution
  • Effective communication
  • Research and analysis
  • Time management
  • Attention to detail
  • Team collaboration
  • Customer inquiry resolution
  • Effective communication
  • Research and analysis

Accomplishments

Top Net Promoter

Timeline

Technical Support Representative

Conduent
11.2023 - Current

Customer Experience Manager

Alorica
10.2020 - 10.2023

Rural Mail Carrier

United States Postal Service, Rural Letter Carrier
08.2019 - 07.2020

Accounts Receivable Clerk

CenturyLink Corporate Headquarters
08.2019 - 03.2020

Data Analyst

JP Morgan Chase
01.2012 - 10.2016

Customer Service Representative

JP Morgan Chase
02.2009 - 12.2011

Collection Agent

Coast Professional, Inc
01.2005 - 08.2006

Phlebotomist

Lapite Family Practice
02.2004 - 11.2004

Wisner, LA -

WISNER HIGH SCHOOL

Monroe, LA -

UNIVERSITY OF LOUISIANA

San Diego, CA - Business Administration

Ashford University

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