Chainte Brown
Gwynn Oak,MD
Summary
Successful Customer Care Analyst III with 21 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues and customer complaints. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrate competencies in operating multi-line phone systems.
Overview
21
21
years of professional experience
Work History
Customer Care Anaylst III
City Of Baltimore
Baltimore, Maryland
02.2020 - Current
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, in person, fax, and telephone to offer immediate assistance with customers' needs.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Recommends adjustments, cancellations, and or corrections to complex accounts issues
- Calculate adjustments and refunds to customer accounts.
- Train new staff and new employees in billing and collections policies and procedures.
- Interprets city services, billings,and collection policies to customers.
- Work with various agencies such as MVA, Towing and Impound Lots, Pay Lock Booting system, District Court of MD, Traffic Enforcement, and CTS serves as liaison between customers and city agencies.
- Assist supervisor in office operations and monitoring the staff.
- Operates systems for billings, and payment application and account research.
- Perform related work as required.
Collections Representative I
City Of Baltimore
Baltimore, MD
11.2004 - 02.2020
- Handled 100's outbound and inbound calls daily with goal of collecting owed debt.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Calculate, compose, maintain, and correspond to all customers regarding various bills as required.
- Solve problems and concerns of clients and customers.
- Answer multiple phone lines.
- Complete and calculate adjustment, refunds, and or penalty abatements, regarding Property Taxes, Tax Sales, Property Registration, Metered Water, Personal Property, Footway & Alley Paving, Environmental ,Miscellaneous, Miss Utility, and City Dynamics, Parking, Red light, and Speed Monitoring Citations.
- Create cases and service requests to resolve customer inquiries
- Record keeping by scanning and attaching all documents received and processes.
Office Assistant II
City Of Baltimore
Baltimore, MD
01.2001 - 11.2004
- Delivered clerical support by handling range of routine and special requirements.
- Handled client correspondence and maintained file resolution.
- Interacted with customers by phone, email or in-person to provide information.
- Completed clerical tasks such as filing, copying and distributing mail.
- Duties included, tag changes, double tagging,makes differ, processing trial request, funeral processions, stolen auto reports, death certificates, flagging issues with mva.
- Processing payments, calculations and adjustments.
- Stamping and distributing incoming mail.
- Filing, photocopying, and faxing.
Education
GED -
Lake Clifton
04.2000
Skills
- Calm and Professional Under Pressure
- Ability to interpret, explain, billing and collections policies and procedures
- Creative Problem Solving
- Skills in researching both electronic and hard copy record and files
- Verbal and Written Communication
- Assign and review Customer Care Analyst II work
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Administrative and Office Support
- Inbound and Outbound Calling
- Time Management
Timeline
Customer Care Anaylst III
City Of Baltimore
02.2020 - Current
Collections Representative I
City Of Baltimore
11.2004 - 02.2020
Office Assistant II
City Of Baltimore
01.2001 - 11.2004
GED -
Lake Clifton