CECILIA PRESTON-TAYLOR
McKinney
Summary
Results-oriented professional specializing in customer service and conflict resolution. Expertise in communication and problem-solving drives customer satisfaction and loyalty. Collaborative team player, adaptable to changing environments, focused on achieving organizational goals through efficient and empathetic service.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
TX-INDOTRONIX
08.2021 - 05.2026
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up on customer feedback, fostering satisfaction and promoting retention.
- Clarified payment timelines and amounts for clients, improving transparency and trust.
- Educated clients on unemployment benefits, enhancing their understanding and access to resources.
- Updated client information, including phone numbers and addresses, to ensure accurate records.
- Troubleshooted online accounts in regard to resetting passwords and providing usernames
- Accepted overpayment balances from clients, explaining where to send payments to, etc.
Customer Service Representative
EXETER FINANCE
08.2018 - 03.2020
- Resolved customer issues and enhanced experience, enabling product and service recommendations
- Strengthened customer relationships by identifying and addressing individual needs
- Responded and educated customers on inbound service and sales inquiries
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Processed customer payments efficiently via debit cards, ach and auto-pays
- Guided customers through account setup in setting up personal account via Exeter portal
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Data Entry/Customer Service Representative Specialist
YARDI SYSTEMS
10.2014 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Entered prospect information and followed up to ensure timely processing.
- Assisted with rental application completion and status updates
- Successfully scheduled rental prospects for in-person property
- Processed rental payments from clients in a timely manner. on behalf of multiple clients.
- Created and managed work orders for maintenance issues via email and phone.
- Provided detailed information regarding properties to prospective residents
Customer Service Representative
CULLIGAN OF DALLAS
04.2012 - 08.2014
- Delivered exceptional customer service while managing high volume of phone calls, ensuring customer satisfaction
- Resolved customer inquiries and processed related paperwork for delivery, service, and billing, enhancing customer experience
- Collected on past-due accounts as well as set-up payment plans and deferments
- Coordinated with sales team to maintain accurate inventory levels, fulfill orders correctly, and address item issues efficiently
- Filed necessary paperwork for work orders, shipments and maintenance appointments throughout the day
- Maintained accurate data entry for work orders throughout the day.
- Sold reverse osmosis filters and water treatment systems
Customer Service Representative/Data
BANK OF AMERICA
06.2009 - 12.2011
- Primarily handled all non-bankrupt Ultra High/High 61+ delinquent accounts in accordance with all investors and insures regulations
- Executed skip tracing and research tasks to effectively locate customers for resolution of delinquent accounts.
- Maintained a call-back schedule to ensure customers have met and promised payments
- Utilized auto dialer for inbound and outbound calls on past due mortgage payments and foreclosure campaigns, enhancing customer outreach.
- Generated and sent out reinstatement and payoff quotes
- Sorted and processed incoming reports, entering data into processing software to maintain accurate records.
- Analyzed risk of loss related to catastrophe, possible loss, or severity
Education
High School Diploma -
CROSSROADS ACADEMY
Cedar Hill, TX05-2007
Skills
- Office applications
- CRM systems
- Billing procedures
- Payment processing
- Data entry
- Call center experience
- Client engagement
- Customer relations
- Problem resolution
- Active listening
- Critical thinking
- Computer proficiency
- Office applications
- Office applications
Languages
English
Professional
Timeline
Customer Service Representative
TX-INDOTRONIX
08.2021 - 05.2026
Customer Service Representative
EXETER FINANCE
08.2018 - 03.2020
Data Entry/Customer Service Representative Specialist
YARDI SYSTEMS
10.2014 - 01.2016
Customer Service Representative
CULLIGAN OF DALLAS
04.2012 - 08.2014
Customer Service Representative/Data
BANK OF AMERICA
06.2009 - 12.2011
High School Diploma -
CROSSROADS ACADEMY