Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ca'Rissa Duarte

Oklahoma City,OK

Summary

Dynamic Customer Account Specialist with a strong history at CH Robinson, known for excellence in client relationship management and dispute resolution. Expertise in project management and training has led to enhanced customer satisfaction and significant account growth. Recognized for building robust relationships and delivering exceptional service through innovative strategies. Committed to leveraging skills to drive continued success in customer engagement initiatives.

Overview

5
5
years of professional experience

Work History

Customer Account Specialist /Logistics Coordinator

CH Robinson
Oklahoma City, OK
12.2021 - Current
  • Deliver prompt, efficient customer service to both internal and external stakeholders, while simultaneously ensuring operating excellence.
  • Cultivate and maintain strong, trust-based relationships with customers, adeptly addressing their needs and surpassing expectations.
  • Coordinated with sales team to identify opportunities for account growth and cross-selling.
  • Developed strategies to improve customer satisfaction levels.
  • Collaborated with marketing department to develop targeted campaigns for account portfolio.
  • Collaborated with team members to ensure successful completion of projects within deadlines.
  • Managed dispute resolution process, ensuring issues were addressed promptly and to the client's satisfaction.
  • Execute operational tasks such as order creation, load assignment, and tracking with precision and efficiency.
  • Championed the adoption of new processes and tools to enhance operational efficiency and effectiveness.
  • Manage shared inboxes, and address accounts receivable tasks efficiently.
  • Process claims and manage accessorial charges effectively.

Web Escalations/Team Lead /AR/CS Representative /Mortgage Collections Specialist

Caliber Home Loans
Oklahoma City, OK
10.2020 - 12.2021
  • Manage web escalated telephone calls professionally
  • Work open IT task
  • Trouble shoot by impersonating screen
  • Assisting with updates on department training material
  • Provide coaching opportunities to agents
  • Maintain AR/CSR responsibilities
  • Assist with manual tasks and various other projects as needed
  • Perform data entry associated maintaining accurate and current loan information
  • Manage telephone calls professionally
  • General customer service responsibilities in a fast-paced environment
  • Inbound/Outbound medical collector
  • Collected payments and arranged payment plans
  • Referred accounts for litigation process
  • Quickly resolved customers issues while balancing various metrics
  • Provided exceptional customer service to all customers
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Motivated team members through recognition programs and performance-based incentives.
  • Oversaw training and development programs to enhance team skills and knowledge.
  • Provided support to junior staff during peak periods of workloads.
  • Identified needs of customers promptly and efficiently.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Implemented strategies to take advantage of new opportunities.

AR/CS Representative /Mortgage Collections Specialist

Caliber Home Loans
Oklahoma City, OK
04.2020 - 10.2020
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Contacted customers with delinquent accounts to solicit payment.
  • Updated account status and maintained accurate records of all collection activities.
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
  • Answered customer questions regarding account discrepancies or problems.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.

Education

High School Diploma -

WATC
Wichita, KS
01.2003

Skills

  • Project management
  • Training and coaching
  • Time management
  • Interpersonal communication
  • Continuous improvement
  • Client relationship management
  • Escalations Support
  • Strong oral and written communication
  • Proficient in Microsoft Word
  • Skilled in Data Entry and Excel Management
  • Troubleshooting
  • Customer service
  • Customer relationship management
  • Cross-selling techniques
  • Order processing
  • Dispute resolution
  • Account management
  • Team collaboration
  • Professionalism
  • Problem identification
  • Problem-solving
  • Self-motivation
  • Negotiation and resolution

Languages

English
Professional

Timeline

Customer Account Specialist /Logistics Coordinator

CH Robinson
12.2021 - Current

Web Escalations/Team Lead /AR/CS Representative /Mortgage Collections Specialist

Caliber Home Loans
10.2020 - 12.2021

AR/CS Representative /Mortgage Collections Specialist

Caliber Home Loans
04.2020 - 10.2020

High School Diploma -

WATC

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