Caroline Auelua
KENT,Washington
Summary
Personable individual with strong organization skills, to multitask and build relationships. Adept at prioritizing conflicting business or customer needs. Successful in working within collaborative environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Mail Handler
FedEx:Ground
Kent, WA
10.2021 - 02.2022
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Used automated mail processing equipment to sort and collate mail.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Maintained customer satisfaction by responding to customer inquiries and complaints.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained high level of confidentiality with mail items in line with regulations.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Performed routine maintenance on equipment to prevent downtime.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Developed strategies to speed up mail mail sorting and delivery processes.
- Inspected mail for damages and took appropriate action to deliver in good condition.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Maintained clean and organized mail room to promote safety and efficiency.
- Stamped sealed and sorted mail for delivery to other brances.
- Operated mail processing machine to sort and package incoming and outgoing mail.
Customer Service Agent (Remote)
LMG Holdings
Kent, WA
02.2018 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Facilitated communications through management of inbound and outbound customer calls.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
Collections Agent
Convergent Outsourcing (Credit One Bank)
Renton, WA
03.2017 - 07.2020
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Processed payments and applied to customer balances.
- Directed day-to-day collections functions.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Reached out to approximately 100 account holders daily.
- Trained new team members on scripts, company services, and collection strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
Education
Associate of Arts -
American Samoa Community College
Pago Pago, ASHigh School Diploma -
Fa'asao High School
Pago Pago06.1995
Skills
- Distribution Services
- Problem-Solving Skills
- Project Requirements
- Retail Sales
- Regulatory Compliance
- Postal Service and Product Expertise
- Credit Adjustments
- Scripted Conversations
- New Hire Training
- Credit and Collections
- Short Sales
- Repayment Plan Structuring
- Team Oriented
- Loss Minimization
- Collections Process Improvement
- Billing and Collections Best Practices
- Aged Account Reporting
- Change Management
- Environmental Monitoring
- Customer Support
- Issue Identification
- Written and Oral Communications
- Call Center Operations
- Good Listening Skills
- Call Controlling
- Eligibility Determinations
- Security Administration
- Detailed Evaluations
- Sales Strategies
- Customer Satisfaction
- Customer Needs Assessment
- Product and Service Knowledge
- Customer Correspondence
- Revenue Generation
- Corrective Actions
- Sales Referral Coordination
- Corporate Policies and Procedures
- Directing Calls
- Scripted Calls
- Complaint Resolution
- Database Management
- Providing Feedback
- Corporate Standards
- Special Requests
- Efficiency Determination
- Team Collaboration
- Workplace Safety
- Accurate Documentation
- Strong Organization Skills
- Team Goals
- Performance Goals
- Daily Logs
- High-Volume Environments
- Customer Inquiries
- Transactions Reconciliation
- Policy and Procedure Adherence
- Customer Account Management
- Productivity Management
- Customer Data Confidentiality
- Good Judgment
- Document and Records Management
Languages
Samoan
Native or Bilingual
Timeline
Mail Handler
FedEx:Ground
10.2021 - 02.2022
Customer Service Agent (Remote)
LMG Holdings
02.2018 - 07.2021
Collections Agent
Convergent Outsourcing (Credit One Bank)
03.2017 - 07.2020
Associate of Arts -
American Samoa Community College
High School Diploma -
Fa'asao High School