Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Richardson

Glenn,CA

Summary

Proven track record in enhancing customer satisfaction and collections efficiency at ADT Security, leveraging strong problem-solving abilities and assertiveness. Excelled in team collaboration and accounting skills, contributing to significant improvements in service delivery and financial outcomes. Skilled in complaint resolution and data entry, consistently achieving and surpassing set goals.

Overview

17
17
years of professional experience

Work History

Collections Representative

ADT Security
04.2024 - Current
  • Processed payments and contracts on accounts.
  • Counseled debtors on payment options and arranged installment agreements.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
  • Handled 100+ outbound and inbound calls daily with goal of collecting owed debt.
  • Negotiated to collect balance in full.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.

Customer Service Representative/Team Leader

Petdata
06.2021 - 04.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Life Customer Service Assistant

State Farm
08.2021 - 04.2022
  • Answered customer questions about product availability and shipment times.
  • Maintained clean and organized work environment to maintain customer safety.
  • Collaborated with team members to improve overall customer experience and boost company reputation.
  • Developed strong relationships with customers, establishing trust and loyalty through attentive service.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Assisted customers with product selection, providing detailed information on features and benefits.
  • Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
  • Negotiated fair settlements with clients and third parties, maintaining positive client relationships.
  • Improved customer satisfaction by efficiently handling insurance claims and providing timely resolutions.
  • Analyzed financial data related to claims expenses, making recommendations for cost-saving measures where applicable.
  • Managed a high volume of insurance claims, ensuring accurate documentation and prompt processing.
  • Participated in training seminars to stay current on industry trends and best practices for claims management.
  • Expedited claim payments by effectively managing workload priorities and keeping accurate documentation records.
  • Investigated claim details thoroughly to identify potential fraud or misrepresentation, protecting company assets.

Customer Service Specialist

Berrett Pest Control
10.2020 - 07.2021
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Account Remediation Specialist

Aston Carter Contracted With Wells Fargo
03.2020 - 09.2020
  • Effectively communicated results of investigations to clients in a clear manner while addressing their concerns or queries.
  • Contributed towards improving overall company reputation through consistent high-quality work and dedication to client satisfaction.
  • Monitored ongoing remediation efforts, adjusting strategies as needed to achieve desired outcomes.
  • Delivered technical presentations to clients and stakeholders on key findings and recommendations for future actions related to contamination issues.
  • Collaborated with multidisciplinary teams to develop effective remediation strategies tailored to specific site conditions.
  • Secured necessary permits and approvals from regulatory bodies, expediting project timelines.
  • Developed comprehensive site closure documentation, demonstrating successful completion of remediation activities according to regulatory guidelines.

Marketing Specialist

RealPage
12.2019 - 03.2020
  • Increased brand awareness by developing and implementing targeted marketing campaigns.
  • Streamlined communication processes, leading to improved collaboration between departments.
  • Collaborated with creative teams to develop visually appealing marketing materials for print and digital channels.
  • Boosted lead generation through the creation of engaging content for social media platforms.
  • Elevated brand reputation through the development of compelling public relations strategies and media outreach efforts.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Answered constant flow of customer calls with minimal wait times.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Provided information regarding charge accounts and loyalty programs.
  • Developed comprehensive reports on key performance indicators, presenting findings to senior management for informed decisionmaking.

Billing Customer Service Representative

Charter Communications, Time Warner Cable
01.2019 - 12.2019
  • Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
  • Streamlined billing processes for improved efficiency and reduced errors.
  • Conducted regular audits of billing records to identify potential areas for improvement or error correction.
  • Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
  • Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
  • Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
  • Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
  • Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
  • Provided backup support for other Customer Service Representatives during peak periods or staff absences, ensuring uninterrupted service to customers.
  • Liaised with internal departments such as Sales and Operations to ensure accurate calculation of charges based on contract terms and service usage data.

Sr. Customer Service Supervisor

The Andra Group
11.2014 - 12.2018
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
  • Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
  • Developed and implemented training programs for staff, improving overall performance and productivity.
  • Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
  • Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
  • Empowered staff to take ownership of their roles, fostering a sense of responsibility that contributed to the overall success of the department.
  • Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
  • Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
  • Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
  • Initiated process improvements that led to reduced wait times for customers seeking assistance via phone or email channels.
  • Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
  • Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
  • Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
  • Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
  • Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
  • Implemented quality assurance measures to maintain consistency in service delivery across the team.
  • Introduced tools such as CRM systems to help track customer interactions more effectively, leading to better-informed decision-making processes within the organization.

Childcare Assistant Teacher

Mr. Eds Superstars
05.2010 - 04.2013
  • Assisted in maintaining a clean and orderly classroom environment, ensuring compliance with health and safety regulations while supporting an optimal learning space for students.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Assisted lead teacher with snack time, arts and crafts and putting children down for naps.
  • Communicated regularly with parents about daily activities and behaviors.
  • Served as a reliable source of support for lead teacher during times of absence or need for additional assistance in the classroom.
  • Engaged with children on individual basis to build positive relationships and promote learning.
  • Established strong relationships with parents through regular communication, fostering trust and collaboration for their child''s development.
  • Contributed to a safe and nurturing environment by closely monitoring children during indoor and outdoor playtime sessions.
  • Facilitated smooth transitions during daily routines by providing clear instructions and encouragement, helping children build confidence in their ability to navigate new experiences.
  • Assisted lead teacher in designing thematic units, enhancing the overall curriculum for greater student interest.
  • Applied play-based strategies to provide diverse approaches to learning.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Promoted healthy habits among children by incorporating physical activity into daily routines and providing guidance on proper nutrition choices during meal times.
  • Improved classroom management with the implementation of positive reinforcement strategies, leading to a more conducive learning environment.

Online Banking Representative

Capital One Bank N.A
10.2007 - 07.2011
  • Managed high call volumes while maintaining professionalism and efficiency during peak periods.
  • Participated in ongoing training programs aimed at enhancing customer service skills and staying current on evolving industry standards.
  • Boosted digital adoption rates with comprehensive user education on various online banking features.
  • Contributed to an increase in cross-selling success by identifying potential product or service needs among clients during interactions.
  • Actively contributed to team meetings by sharing insights gathered from customer interactions, fostering a collaborative work environment.
  • Handled sensitive client data responsibly, adhering to strict privacy protocols set forth by the organization.
  • Proactively contacted clients regarding important account updates or changes, ensuring their awareness of vital information.
  • Aided in the successful onboarding of new online banking users through clear guidance and personalized support.
  • Stayed up-to-date with industry trends and security best practices to provide informed advice to customers on safeguarding their accounts.
  • Recognized for consistently providing exceptional customer service, resulting in numerous positive feedbacks from clients.
  • Navigated multiple internal systems simultaneously while assisting customers, demonstrating strong multitasking capabilities.
  • Conducted troubleshooting and resolved technical issues, ensuring a seamless online banking experience for customers.
  • Maintained thorough knowledge of current financial products and services, enabling accurate information sharing with clients.

Education

Associate of Science - Accounting And Business Management

University of Phoenix
Tempe, AZ
09.2024

High School Diploma -

Mesquite Academy
Mesquite, TX
04.2006

Skills

  • Team Player
  • Goal-Oriented
  • Team Collaboration
  • Mathematics skills
  • Data Entry
  • Assertiveness
  • Accounting skills
  • Multi-Line Phone Systems
  • Great phone demeanor
  • Payment arrangements
  • Relationship Building
  • Complaint Handling
  • Complaint resolution
  • Order Fulfillment
  • Account Management
  • Staff education and training
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking

Timeline

Collections Representative

ADT Security
04.2024 - Current

Life Customer Service Assistant

State Farm
08.2021 - 04.2022

Customer Service Representative/Team Leader

Petdata
06.2021 - 04.2024

Customer Service Specialist

Berrett Pest Control
10.2020 - 07.2021

Account Remediation Specialist

Aston Carter Contracted With Wells Fargo
03.2020 - 09.2020

Marketing Specialist

RealPage
12.2019 - 03.2020

Billing Customer Service Representative

Charter Communications, Time Warner Cable
01.2019 - 12.2019

Sr. Customer Service Supervisor

The Andra Group
11.2014 - 12.2018

Childcare Assistant Teacher

Mr. Eds Superstars
05.2010 - 04.2013

Online Banking Representative

Capital One Bank N.A
10.2007 - 07.2011

Associate of Science - Accounting And Business Management

University of Phoenix

High School Diploma -

Mesquite Academy

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Courtney Richardson