Crystal Mitchell
Durham,US
Summary
Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction.
Overview
21
21
years of professional experience
Work History
Supervisor
Sessoms & Rogers Law Firm
Durham, North Carolina
10.2017 - 11.2024
- Answer inbound and outbound calls to ensure the timely payment of accounts assigned for debt collection services.
- Negotiate and qualify payment plans.
- Meet quality assurance, productivity, and attendance standards.
- Clarify the amount owed, and resolve disputes.
Collection Specialist
Bull City Financial Solutions
01.2017 - 08.2017
- Respond to customer requests, and record information accurately and efficiently.
- Comply with all federal and state laws and regulations.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Answered customer questions regarding account discrepancies or problems.
- Recorded information about customers' financial status and collections status efforts.
- Utilized various communication channels to contact debtors and negotiate settlements.
- Processed payments over phone and set up recurring drafts.
- Advised delinquent customers on strategies for debt repayment.
Sr. Work Force Analyst
Kodak Alaris
10.2013 - 01.2017
- Surveyed employees and conducted focus group meetings to collect job, organizational, and occupational information.
- Implemented quality assurance measures designed to ensure accuracy of all data collected during workflow processes.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Generated detailed reports outlining findings from data analysis projects conducted throughout the organization.
- Developed and implemented workforce planning strategies to ensure optimal staffing levels and improve efficiency.
- Identified opportunities for process improvements through analysis of existing workflows.
- Collaborated with management to develop effective performance metrics for employees.
- Updated and maintained databases with current information.
- Worked with cross-functional teams to achieve goals.
L2 CSR
09.2012 - 10.2013
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Answered inbound calls, chats and emails to facilitate customer service.
- Researched required information using available resources.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Generated reports on help desk activities using ticketing software tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Analyzed data from help desk tickets to identify potential areas for improvement.
- Logged all customer interactions in ticketing system for tracking purposes.
Customer Service Trainer
Bed Bath & Beyond
07.2010 - 09.2012
- Open and close the store, and make sure all entrances and exits are securely locked.
- Collaborated with managers to ensure that all staff members are up-to-date on changes in policies or procedures related to customer service.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Created and offered additional materials to enhance training.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Maintained detailed records of employee performance during customer service training sessions.
- Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
- Provided assistance to customers with product selection and pricing.
- Maintained high levels of customer service satisfaction.
- Handled cash, checks and cards with care and according to PCI standards, organizing transaction records and monitoring cash register.
- Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
- Processed customer payments accurately and efficiently.
Co-Manager
Goodwill
11.2009 - 05.2010
- Open and close store, make sure all entrances and exits are securely locked
- Handle payroll and bank deposits
- Interview and hire new associates
- Assisted with Inventory, POG, and cash handling
- Maintain sale plans
- Provided assistance with stocking products, unload trucks
- Approved items for returns to vendors.
Operation Manager
Liens & Things
08.2008 - 12.2008
- Open and close store, make sure all entrances and exits are securely locked
- Handle payroll and bank deposits
- Interview and hire new associates
- Maintain sale plans
- Assisted with Inventory, update POG sales, and cash handling
- Assist with audits
- Manage new product with vendors.
- Managed scheduling, training and inventory control.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Prepared staff work schedules and assigned team members to specific duties.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Answered customers' questions about services and products offered.
Men's Department Supervisor
02.2005 - 08.2008
- Open and close store, make sure all entrances and exits are securely locked
- Handle scheduling, organized bookkeeping
- Received freight, assisted with inventory, and maintain sales plans.
Manager
Claire's Boutique
06.2003 - 02.2005
- Conducted performance evaluations, providing feedback and coaching for team development.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Trained employees on additional job positions to maintain coverage of roles.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed completed work to verify consistency, quality, and conformance.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted performance reviews for team members.
- Ensured compliance with industry regulations and company policies.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and trained new employees to meet job requirements.
- Ensured compliance with regulatory requirements and industry standards.
Education
Business Administration -
Everest University Online
07.2010
Diploma - Early Childhood
Durham Technical Community College
05.2003
Diploma -
Jordan High School
01.2001
Skills
- Skillful
- Experienced
Languages
English
Timeline
Supervisor
Sessoms & Rogers Law Firm
10.2017 - 11.2024
Collection Specialist
Bull City Financial Solutions
01.2017 - 08.2017
Sr. Work Force Analyst
Kodak Alaris
10.2013 - 01.2017
L2 CSR
09.2012 - 10.2013
Customer Service Trainer
Bed Bath & Beyond
07.2010 - 09.2012
Co-Manager
Goodwill
11.2009 - 05.2010
Operation Manager
Liens & Things
08.2008 - 12.2008
Men's Department Supervisor
02.2005 - 08.2008
Manager
Claire's Boutique
06.2003 - 02.2005
Business Administration -
Everest University Online
Diploma - Early Childhood
Durham Technical Community College
Diploma -
Jordan High School
Similar Profiles
Rayleigh MullisRayleigh Mullis
Intern at Rogers Waters Law FirmIntern at Rogers Waters Law Firm
Jamila ReidJamila Reid
Executive Administrative Assistant at Sessoms & RogersExecutive Administrative Assistant at Sessoms & Rogers
LeAnna DuarteLeAnna Duarte
Legal Assistant at The Rogers Law FirmLegal Assistant at The Rogers Law Firm