Courtney Macias
Richmond,VA
Summary
Driven Customer Service Specialist successful at delivering vital clerical support to internal teams and customers. Demonstrated abilities in analytical problem solving and talent for boosting operational efficiency. Completes tasks quickly and accurately.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Department of Motor Vehicles
11.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Responded to customer calls and emails to answer questions about products and services.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Ensured consistency in applying security policies and procedures by staying current with industry best practices and regulations
Administrative Officer
J Seal Tight, LLC (USA CAULKING LLC)
Richmond, VA
10.2015 - 10.2023
- Analyze wage salary reports, Tax management and Payroll.
- Conduct Employee evaluations and records.
- Managed records of Bids, Completed Jobs and Invoices.
- Schedule and coordinate business meetings, appointments, and travel arrangements for supervisors and workers.
- Handled administrative duties, filing and errands.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Established positive and effective communication among unit staff and organization leadership, reducing misunderstandings and late tasks.
- Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks.
- Performed work according to project schedules and established quality standards.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Collections Agent
Professional Bureau of Collections of Maryland Inc
02.2019 - 10.2019
- Responsible for processing and averaging of 100 accounts to achieve settlements including payment options.
- Reported to the Director of Operations for this division with a staff of nearly 100 accounts daily.
- Responsible for dealing with confidential and governmental information of clients.
- Access to governmental software to help better assist clients.
- Maintained compliance with fair debt practices and regulatory guidelines.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Negotiated to collect balance in full.
Public Health Intern
D.C Department Of Public Health
06.2015 - 06.2016
- Provided assistance the metropolitan area with birth and death certificates with nearly over 100 accounts daily.
- Scanned and managed vital documents concerning the public health.
- Ensured confidentiality of all medical records and death information.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Upheld strict security procedures to maintain data confidentiality.
Education
Bachelor of Arts - Philosophy, Minor Psychology
Virginia Commonwealth University
Richmond, VASkills
- Call Center Experience
- Windows & MS Word
- Business Operations
- File management
- Research and Analytical Skills
- Strong Organizational Skills
- Multi-Line Telephone Systems
- Problem resolution
- Computers and Technology
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
Timeline
Customer Service Representative
Department of Motor Vehicles
11.2023 - Current
Collections Agent
Professional Bureau of Collections of Maryland Inc
02.2019 - 10.2019
Administrative Officer
J Seal Tight, LLC (USA CAULKING LLC)
10.2015 - 10.2023
Public Health Intern
D.C Department Of Public Health
06.2015 - 06.2016
Bachelor of Arts - Philosophy, Minor Psychology
Virginia Commonwealth University