Cathy Peterson
Winnsboro,TX
Summary
Experienced professional focused on meeting or exceeding objectives seeking Customer Service Sales Specialist position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.
Overview
30
30
years of professional experience
Work History
Collections Specialist
IQor/ National Grid, Rhode Island Energy
Richardson, TX
10.2021 - Current
- Creating positive experience of addressing substantially large balances by developing payment agreement achievable for each consumer with empathetic and understanding result
- Performed in offered continuing education, increasing knowledge and participation in different types of services.
- Educating customers about managing energy usage
- Directing those experiencing hardships toward resources offering financial assistance programs, when needed
- Ability to work high volume inbound/ outbound calls
- Capability to work independently.
- Negotiated to collect balance in full, often initially collecting 25% to 50% of owed revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Front Desk Supervisor (Seasonal)
Fireside Resort Jackson
Jackson Hole, Wyoming
05.2020 - 10.2020
- Very physically fast paced front desk operations with positive disposition while maintaining multi-line phone system to accommodate elite guests worldwide.
- Creation of very positive “once in lifetime” experience for those seeking bucket list vacation.
- Customer complaint resolution.
- Problem solving skills.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Managed front office staff, housekeeping staff and retail store to maintain quality control for property.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
Front Desk Supervisor
Fireside Resort
Jackson Hole, WY
04.2019 - 12.2019
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Entered and updated sensitive customer information during check-ins and room changes
Merchandising Specialist
Acosta Sales & Marketing
Henderson, TX
12.2015 - 09.2017
- Acosta Sales and Marketing
- Improved sales process and tracking with implementation of new (POS) systems.
- Positive communications of merchandising needs with store managers and retail staff.
- Assessment of retail trends in key areas.
- Providing answers to consumer questions, inquiries, settings, displays, arranging and stocking merchandise.
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Assembled quarter and full-size point of purchase promotional displays.
- Inspected 75 - 100 different branded merchandising items for quality and arranged proper display location on floor daily.
- Maintained clean store by returning items to proper places.
- Planned commercial displays to attract customers.
- Tracked and recapped key item performance.
Retention Specialist III
Suddenlink Communications
Tyler, TX
01.2010 - 01.2015
- Achieved high satisfaction rating through proactive one-call resolutions of escalated customer issue issues
- Resolved concerns with products and services to assist with retaining and driving sales
- Surpassed sales and retention goals through implementation of effective marketing strategies
- Operated two monitor system with high-volume call center which required multi-tasking of communication of customers, team members, leaders and other various departments
- Appointed to assist as member of hiring team as well as trained new agents.
- Awarded for over 50% saves.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked flexible hours across night, weekend and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed.
Estate Agent
Winning Strategies
Canton, TX
04.2009 - 01.2010
- Achieved perfect attendance and on-time record.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Responded to telephone and in-person requests for information.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
Education
Some College (No Degree) - Medical Office Management
Tyler Junior College, Tyler Campus
Tyler, TXSome College (No Degree) - Medical Assisting
Tyler Junior College Continuing Education
Tyler, TXSkills
- Empathetic/ Caring
- Problem-solving skills
- Strong Communication and Interpersonal Skills
- Inbound Customer Calls
- Building Customer Relationships and Loyalty
- Persuasion techniques
- Call center experience
- Payment Solicitation
- Payment Scheduling
- Credit and Collections
- Persuasive Negotiations
- Communications Strategies
- Goals and Performance
- Pleasant Telephone Demeanor
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 50 in the development of Highest Sales Goals.
- Awarded several occasions for highest in retaining customers, sales and best overall customer service.
- Participant of team for hiring selection process for group of up to 20 applicants.
- Selected by Department Director to create a week long training program following a 6 week training class to prepare new employees to develop skills in positive customer service, retention and sales.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Collections Specialist
IQor/ National Grid, Rhode Island Energy
10.2021 - Current
Front Desk Supervisor (Seasonal)
Fireside Resort Jackson
05.2020 - 10.2020
Front Desk Supervisor
Fireside Resort
04.2019 - 12.2019
Merchandising Specialist
Acosta Sales & Marketing
12.2015 - 09.2017
Retention Specialist III
Suddenlink Communications
01.2010 - 01.2015
Estate Agent
Winning Strategies
04.2009 - 01.2010
Some College (No Degree) - Medical Office Management
Tyler Junior College, Tyler Campus
Some College (No Degree) - Medical Assisting
Tyler Junior College Continuing Education
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