Christopher Pikarsky
Baldwinsville,NY
Summary
Dedicated Customer Service professional with proven multitasking abilities and expertise in service delivery. Committed to maintaining professional relationships that increase profitability and drive business results. Astute Call Center professional with polished communication skills, excellent organizational skills, and talent for overcoming customer objections. A self-motivated team player with experience enhancing customer experiences by providing customized solutions to build loyalty.
Experienced in lead generation, customer relationship development, and sales, with a passion for improving service delivery and exceeding expectations. Adept at working effectively unsupervised, quickly mastering new skills, and compiling, modeling, and reporting on data to effect necessary changes. Skilled in oral and written communication, active listening, and analytical problem-solving, as well as customer service best practices and related options.
As a highly analytical, decisive, and strategic-thinking employee, I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. My background includes operational management, reporting, and updating to meet changing conditions in a variety of industries, including the fashion industry where I have extensive knowledge of current trends and enjoy helping customers find stylish and affordable clothing and accessories.
Overview
18
18
years of professional experience
Work History
Operations Control Center Supervisor
Rapid Response Monitoring
Syracuse, New York
10.2022 - 05.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Referred unresolved customer grievances to designated departments for further investigation.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Administrative Assistant, Accounts Receivable
Aspen Dental ADMI
East Syracuse, NY
08.2021 - 09.2022
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Conducted invoicing and investigated accounts receivables discrepancies.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Maintained daily reports and advised executive leaders in decision-making processes.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Performed research to collect and record industry data.
- Used Excell to prepare various correspondence, reports and other written material.
- Updated tracking spreadsheets with latest Excell and Billing information.
- Managed over 1000 monthly invoices for organization of 1000 people and maintained accurate processing and verification.
Collections Agent
National Grid
Binghamton, NY
02.2010 - 02.2011
- Career Sabbatical to Care for Family
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Investigated accounts with balance errors using accounting software.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and contracts on accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Recorded all information regarding financial status of customers.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing and other techniques to locate debtors.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Researched accounts and completed due diligence to resolve collection problems.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Created documents for court such as affidavits, modifications and forbearance agreements.
- Collected documents and made portfolios for collections accounts.
Laborer
Manpower
Hagerstown, MD
06.2009 - 09.2010
- Assisted with store remodels, including industrial floor cleaning and display reassembly
- Worked on a production line, removing lables.
- Used measuring tools such as gauges and tape measure to identify conforming parts during production
- Measured dimensions of finished pieces for conformance to specifications
- Recognized and reported potential project challenges and assisted with solutions
- Worked alongside team to accomplish work goals according to schedule
- Observed site safety rules to maximize protections for team members and equipment
- Maintained and repaired facilities, equipment and tools
- Performed maintenance and repair of buildings and facilities
- Loaded, unloaded and moved material to and from storage and production areas
Customer Service Associate
Wegmans
Liverpool, NY
05.2005 - 05.2009
- Department, helping maintain customer rental accounts
- Maintained dairy department through stocking, cleaning, and taking deliveries
- Assisted customers in checking out their groceries.
- Developed and actualized customer service initiatives to decrease wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
Education
Some College (No Degree) - Liberal Arts And General Studies
Onondaga Community College
High School Diploma -
Liverpool High School
Skills
- Customer Service
- Collections
- Call Center
- Payment Processing
- Sales
- Microsoft Office
- Cash Handling
- Problem Solving
- Caregiving
- Excellent Communication
- Analytical and Critical Thinking
- Multitasking Abilities
- Attention to Detail
- Teamwork and Collaboration
- Dependable and Responsible
- Active Listening
- Team building
- MS Office
- Decision-Making
- Flexible and Adaptable
- Data Entry
- Critical Thinking
- Clerical Support
- Workflow Control
- Data Evaluation
- Operational Reporting
- Personnel Evaluation
- Emergency Planning
- Conflict Resolution
- Computer Skills
- People Skills
- Friendly, Positive Attitude
- Basic Math
- Problem Resolution
- Reliable & Trustworthy
- Data Management
- Good Work Ethic
Timeline
Operations Control Center Supervisor
Rapid Response Monitoring
10.2022 - 05.2023
Administrative Assistant, Accounts Receivable
Aspen Dental ADMI
08.2021 - 09.2022
Collections Agent
National Grid
02.2010 - 02.2011
Laborer
Manpower
06.2009 - 09.2010
Customer Service Associate
Wegmans
05.2005 - 05.2009
Some College (No Degree) - Liberal Arts And General Studies
Onondaga Community College
High School Diploma -
Liverpool High School
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