Summary

Overview

Work History

Education

Skills

Timeline

BECKY HORAK

Sacramento,CA

Summary

Experienced in account management and clerical support, with a strong background as a customer service representative. Successfully resolved problems and processed orders at Standard Appliance Parts Co., leading to higher customer satisfaction. Proficient in Microsoft Office and skilled in inventory management. Showcases exceptional multitasking abilities and maintains a positive attitude even in high-pressure situations.

Overview

years of professional experience

Work History

In Home Care Taker

Self Employed Services

05.2020 - Current

Enhanced clients'' quality of life by providing compassionate and attentive in-home
Maintained detailed records of services provided during each visit, ensuring accuracy in documentation for service reimbursement purposes. For my Family (Mother) who I Love, So I do not have a problem with this at al.

CUSTOMER SERVICE / COLLECTION AGENT

Goodwill Industries Of Sacramento Northern Nevada

04.2021 - 08.2023

Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
Improved debtor repayment rates by negotiating payment plans and settlements effectively.
Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
Streamlined processes in the collections department, implementing efficient strategies and best practices.
Boosted team morale through active participation in group meetings, contributing innovative ideas that improved overall performance.
Evaluated debtor creditworthiness by analyzing financial statements, conducting background checks, and assessing risk factors.
Prepared detailed reports on collection activities, identifying trends or areas requiring additional attention for management review.
Developed positive rapport with clients through professionalism and empathy, fostering long-term relationships and preventing potential legal disputes.
Reduced bad debt losses through proactive collection efforts and accurate account monitoring.
Worked in call center environment handling manual and automatically dialed outbound calls.
Identified and contacted customers with overdue accounts to address payment status.
Regularly monitored accounts to identify overdue balances and potential areas of risk.
Collaborated with other departments to verify customer compliance with payment plans.
Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Collected on delinquent accounts to reduce overdue balances.
Maintained accurate records of customer accounts, payments and payment plans.
Researched billing errors and discrepancies to initiate corrective action.
Generated and distributed monthly customer statements.
Investigated customer credit references and approved credit lines.
Responded to customer inquiries and provided detailed account information.
Contacted customers to discuss past-due accounts and negotiated payment plans.
Worked with customer to create debt repayment plan based on current financial condition.
Established relationships with customers to encourage payment of delinquent accounts.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
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.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Shipping/receiving.
Improved resolution time with effective problem-solving for customer complaints.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Placed outbound customer service or customer satisfaction calls to follow up on issues.

Customer Service Representative

Standard Appliance Parts Co

06.1996 - 11.2017

Started with family business as a Bookkeeper - processing Accounts Payables, Accounts Receivables, making collection calls, prepared vendor checks and posted all payments via the Triad system
Handled cash and maintained books, made daily bank deposits; ordered all supply and inventory, processed month-end billing, managed general ledger and maintained use of credit lines for vendors
Assisted with all retail and wholesale sales; provided customer service; while overseeing the shipping & receiving and deliveries
Promoted to Store Manager, supervising a team of two employees
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.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Improved resolution time with effective problem-solving for customer complaints.
Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Coordinated with logistics department to expedite shipping for urgent customer orders.
Customized support strategies for high-priority clients to ensure their specific needs were met.
Participated in training programs to enhance product knowledge and customer service skills.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with clients and staff.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Responded proactively and positively to rapid change.
Promptly responded to inquiries and requests from prospective customers.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Managed timely and effective replacement of damaged or missing products.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Investigated and resolved accounting, service and delivery concerns.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Cross-trained and backed up other customer service managers.
Identified and resolved discrepancies and errors in customer accounts.
Resolved associate, tool and service delivery issues revealed by statistical reports.

Medical Office Specialist

Boomer Medical Clinic

10.2011 - 10.2013

Answered phones, schedule
d appointments, patient vitals, processed medical billing using ICD-9 & CPT coding, Super billing; use of Office Allied & Practice Fusion, pulled and filed Charts & set-up new patient files
Facilitated effective communication between patients, healthcare providers, and insurance companies for optimal care coordination.
Established strong rapport with patients through thoughtful listening skills, empathetic communication, and professional demeanor.
Processed payments from patients promptly and accurately while answering any questions regarding their account balances or insurance coverage.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.

Education

Diploma/Certificate - Medical Biller

Ashworth College

Norcross, GA

03-2023

Diploma - General

John F Kennedy HS

Sacramento, CA

01.2006

Certificate - Medical Billing

American Medical Billing Association

Davis, OK

01.2003