Summary
Overview
Work History
Education
Skills
Timeline
Generic
CORTNEY MCKNIGHT

CORTNEY MCKNIGHT

FORT WORTH,TX

Summary

Personable and dedicated customer service representative with experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Portfolio Recovery Associates
Fort Worth, TX
09.2023 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Processed incoming payments from customers according to established procedures.
  • Ensured all collection activities complied with applicable laws and regulations.
  • Identified opportunities for process improvement through analysis of existing systems and procedures.
  • Collaborated with team members to meet or exceed collection goals.
  • Negotiated repayment plans with debtors to meet client recovery targets.
  • Achieved monthly collection targets through effective negotiation techniques.

Supervisor

Garda World Security
05.2021 - 05.2023
  • Employee Performance Management
  • Priority Management
  • Active Listening
  • Customer Service
  • POS Systems and Ordering Platforms
  • Calm and Professional Under Pressure
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency.
  • Set daily schedules for guards on duty based on coverage needs.
  • Identified individual guard's unique work styles and adapted management methods.
  • Mentored newly hired guards on operating equipment and safety and developed training manual to use for reference.
  • Worked with my account manager to implement proper division of responsibilities.
  • Evaluated guard performance and coached and trained to improve weak areas.
  • Printed out badges for building employees using the company's software.
  • Performed daily key audits.

Admin Agent

Smart Start
10.2020 - 12.2021
  • Handled all incoming calls and directed callers to appropriate department
  • Updated clients accounts
  • Answered phone politely and courteously.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Organized and maintained files, correspondence, records and other documents.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Factory Production Worker

Hello Fresh
05.2020 - 08.2020
  • Loaded and unloaded items from machines and conveyors and put them in the correct box in a timely manner.
  • Carefully packaged finished products and prepared for shipment.
  • Unloaded and loaded items from conveyors, machines, and conveyances.
  • Supported current production needs by moving items between equipment, conveyors and staging areas.

Sale Associate/Customer Service

Walmart
10.2018 - 03.2020
  • Assisted customers with returns and any problem they may have
  • Spoke with customers over the phone who had questions or needed to be transferred.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Whataburger Cashier

Whatabuger
03.2016 - 07.2018
  • Maintained a clean environment for customers to eat.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Performed cash and card transactions to complete customer purchases.
  • Used POS system to enter orders, process payments and issue receipts.

Education

Highschool -

Paul Laurence Dunbar Highschool
Fort Worth, TX
07.2020

Skills

  • Professional telephone etiquette
  • Customer service and relations
  • Script compliance
  • Call center expertise
  • Empathy and patience
  • Regulatory adherence
  • Goal orientation
  • Stress management
  • Attention to detail
  • Adaptability and flexibility

Timeline

Customer Service Representative

Portfolio Recovery Associates
09.2023 - Current

Supervisor

Garda World Security
05.2021 - 05.2023

Admin Agent

Smart Start
10.2020 - 12.2021

Factory Production Worker

Hello Fresh
05.2020 - 08.2020

Sale Associate/Customer Service

Walmart
10.2018 - 03.2020

Whataburger Cashier

Whatabuger
03.2016 - 07.2018

Highschool -

Paul Laurence Dunbar Highschool

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