Carol Maxine Good
Chandler,AZ
Summary
Accomplished Customer Service Specialist with a proven track record at Toyota Financial Services, adept in CRM and conflict resolution. Expert in elevating customer satisfaction and retention, demonstrated through successful negotiation and problem-solving strategies. Skilled in both communication and data collection, consistently achieving targeted recovery rates while fostering positive client relationships.
Overview
23
23
years of professional experience
Work History
Customer Service Specialist
Toyota Financial Services
Chandler, AZ
02.2001 - 04.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Maintained high volume of calls and met demands of busy and productive group.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Used skip tracing and other techniques to locate debtors.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Implemented and developed customer service training processes.
- Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
Education
Business Administration
Bennett College For Women
Greensboro, NCSkills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Complaint Handling
- Problem Resolution
- De-Escalation Techniques
- Account Management
- Professional telephone demeanor
- Active Listening
- Microsoft Outlook
- Client Relations
- Data Collection
- Conflict Resolution
- Product Knowledge
- Critical Thinking
- Call Management
- Administrative Support
- Building rapport
- Product and service solutions
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Office equipment proficiency
- Microsoft Office Suite
Timeline
Customer Service Specialist
Toyota Financial Services
02.2001 - 04.2024
Business Administration
Bennett College For Women