Conthita Horton
Summary
A motivated, resilient and compelling individual who loves serving customers and resolving problems. Possess excellent time management skills with proven leadership capabilities and superb communication skills in writing and speaking.
Overview
14
14
years of professional experience
Work History
Cafe Team Lead
A Place at the Table
10.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Supervise a large amount of volunteers for the functionally of the restaurant.
- Answer the cafe phone to assist customers with information regarding the cafe.
Account Resolution Specialist
First Citizens Bank
06.2020 - 07.2022
- Provide great customer service over the phone.
- Lead team huddles, and inform all staff of any new updates.
- Contact customers and establishes reason for past due account situation.
- Set payment arrangements with customers to bring their account current.
- Reach monthly goals
- Documented all actions performed and interactions with customers.
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
Account Resolution Specialist 2
Wells Fargo
11.2017 - 06.2020
- Effectively managed inbound and outbound low risks accounts
- Negotiated, influence, and collaborated to build successful relationships
- Exceeded all department goals monthly
- Listened and communicated confidentially and professionally to customer's needs and recommend solutions
- Accurately inputted and documented all actions within the collections system on as happens basis
- Reduced delinquency from 30-120 days past due by maintaining ongoing productive contact with customers
- Sent out Policy and Procedure updates
- Cross trained with Account Resolutions Specialist 3
- Led weekly huddles for the team
- Won MVP
- Received 15 QA Certificates
- Received STAR Team Award
- 7 Office of the president awards
- Service excellence quarterly champion 4th quarter, 2018
Asset Specialist
Hill-Rom
01.2016 - 04.2018
- Participate in the delivery and retrieval of equipment to and from designated areas throughout the healthcare facility
- Performs Decontamination procedures per company guidelines
- Maintain records of inventory or equipment usage and order medical equipment or supplies when inventory is low
- Start equipment and observe gauges and equipment operations to detect malfunctions and to ensure equipment is operating to prescribed standards
- Handle phone calls regarding equipment pickup, deliveries and other patient care needs
Dining Room Server
Preston Pointe
05.2015 - 01.2016
- Observe all safety and security procedures
- Use equipment and material properly
- Report potentially unsafe conditions
- Present menu, answers questions, and makes suggestions regarding food, Beverages, Wines and service
- Relays order accurately to kitchen and serves courses from kitchen and service bars
- Perform assigned side work
- Stock credenzas to SOP
- Greet Member/Guest in a timely, friendly, professional manner
- Use Member/Guest's name at least three times during service period
- Efficiently delivers and serves food and/or beverage orders
- Station restocked for next meal
- Check out with supervisor
- Knowledgeable of menu items, preparation and prices
MTO Line Worker
Au Bon Pain
04.2014 - 05.2015
- Assisted in gathering and moving materials and equipment for the assigned displays
- Built effective relationships with each store to develop superior customer satisfaction
- Up-sold additional menu items, beverages and desserts to increase restaurant profits
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Recorded customer orders and repeated them back in a clear, understandable manner
- Promptly reported complaints to a member of the management team
- Correctly received orders, processed payments and responded appropriately to guest concerns
- Resolved guest complaints promptly and professionally
Shift Leader
McDonald's
10.2010 - 04.2014
- Managed drive thru times and quality times for food and products
- Monitored employees from Observation Post and from all areas of restaurant along with parking lot and drive thru for debris
- Prepared food while delivering a quality and fast made neat product
- Recorded inventory and labor targets at the end of shifts
- Handled cleaning and upkeep on all equipment used in store and outside
- Updated prices on menu boards and maintained point of purchase advertisements
- Tracked training of employees and helped improved employee training system used by corporation
Education
HIGH DIPLOMA -
WAKE FOREST ROLESVILLE HIGH SCHOOL
WAKE FOREST, NC06.2010
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Cafe Team Lead
A Place at the Table
10.2022 - Current
Account Resolution Specialist
First Citizens Bank
06.2020 - 07.2022
Account Resolution Specialist 2
Wells Fargo
11.2017 - 06.2020
Asset Specialist
Hill-Rom
01.2016 - 04.2018
Dining Room Server
Preston Pointe
05.2015 - 01.2016
MTO Line Worker
Au Bon Pain
04.2014 - 05.2015
Shift Leader
McDonald's
10.2010 - 04.2014
HIGH DIPLOMA -
WAKE FOREST ROLESVILLE HIGH SCHOOL
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