Briannia Lawrence

• Provided primary customer support to internal and external customers.

• Took payment information and other pertinent information such as addresses and phone numbers to place orders.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Maintained and managed customer files and databases.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions

• Resolved concerns with products or services to help with retention and drive sales

• Processed payments and applied to customer balances.

• Used skip tracing and other techniques to locate debtors.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Maintained high volume of calls and met demands of busy and productive group.

• Counseled debtors on payment options and arranged installment agreements.

• Negotiated to collect balance in full.

• Worked in call center environment handling manual and automatically dialed outbound calls.

• Investigated customer credit references and approved credit lines.

• Prepared and submitted legal documents to initiate court proceedings.

• Investigated and addressed system issues to enhance usability and improve functionality
• Analyzed and researched reporting issues to improve accounting operations procedures
• Created presentation formats for monthly/quarterly reviews of expense charge-outs

• Kept physical files and digitized records organized for easy updating and retrieval by authorized team members
• Delivered expert clerical support by efficiently handling wide range of routine and special requirements
• Created weekly and monthly reports and presentations
• Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation

• Working as a Guest services agent
• Answering and dealing with guest concerns at 800+ Hotels on a team of six
• In charge of issuing refunds, handling mail and other informational task
• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas

• Maintain current knowledge of policies and procedures as they relate to documents and funding
• Handle and resolve all post-closing loan issues when applicable
• Prepares documents for closing, checks documents against underwriting worksheet to ensure all conditions are met
• Decide and/or communicates loan approvals, conditions and denials; revising when necessary to obtain approvals
• Answers in-bound calls to provide resolution or, if needed, manage the escalation required for issues, questions, requests regarding accounts
• Performed targeted collections on past due accounts aged over [Number] days