Cynique Augustine
Fort Worth,TX
Summary
Experienced Inbound Call Center professional with 2 years of success in improving customer satisfaction, sales revenue, and team performance. Proven track record in implementing new systems, analyzing trends, and developing effective strategies that result in measurable improvements. Skilled in training and mentoring team members, identifying bottlenecks, and collaborating with cross-functional teams to achieve business objectives.
Overview
7
7
years of professional experience
Work History
Call Center Representative
CGC Metroplex Collects
Plano, TX
11.2021 - 12.2023
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Used variety of automated systems to locate and monitor overdue accounts.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Advised delinquent customers on strategies for debt repayment.
- Secured payments by following up with customers which disregarded promise to pay.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Verified accuracy of account information and updated records accordingly.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Explained the consequences of non-payment in a professional manner.
- Contacted customers with delinquent accounts to solicit payment.
- Provided timely feedback on collection efforts to management.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Ensured all collection activities complied with applicable laws and regulations.
- Monitored overdue accounts using automated information systems.
- Advised customers of necessary actions and strategies for debt repayment.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
Waffle House Server
Waffle House Restaurant
Plano, TX
06.2019 - 11.2020
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Greeted guests and provided menus.
- Stocked service areas with supplies during slow periods.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Took orders from customers accurately and in a timely manner.
- Greeted customers, answered questions and recommended specials to increase profits.
Warehouse Associate
Prologistix Staffing
Coppell, TX
10.2018 - 06.2019
- Filed requisitions for out of stock items and supplies.
- Operated forklifts and pallet jacks to securely move boxes and packages from inventory to delivery area.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
- Inspected returned merchandise for damage or defect before restocking shelves or returning it back to suppliers and vendors.
- Used scanners to track parcel information, condition or receipt.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.
- Used pallet jacks to move items to and from warehouse locations.
- Fostered positive working relationships with internal staff members while providing superior customer service.
- Packed goods for shipment in accordance with customer instructions.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Maintained records pertaining to inventory, personnel, orders, supplies or machine maintenance.
- Moved large and bulky items manually or with pallet jacks or forklifts.
- Understood and followed oral and written directions.
Cashier/Courtesy Clerk
Kroger
Plano, TX
08.2016 - 05.2018
- Conducted price checks for special orders or discounts as requested by customers.
- Ensured compliance with all safety regulations within the store environment.
- Maintained work area and kept cash drawer organized.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Processed customer payments quickly and returned exact change and receipts.
- Verified customer age requirement for alcohol or tobacco purchases.
- Processed sales transactions to prevent long customer wait times.
- Followed company security procedures for handling large sums of money.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Balanced daily transactions on a computerized point-of-sale system.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Answered customer inquiries regarding store policies and procedures.
- Developed key customer relationships to increase sales.
Education
High School Diploma -
Plano East High School
3000 Los Rios Blvd06-2019
Skills
- Customer Service
- Customer Relationship Management
- Data Entry
- Call Control
- Quality Assurance
- Cash Handling
- Problem-Solving Skills
- 40 WPM
- Providing Customer Support
- Customer Communications
- Call Center Customer Service
- Inbound Phone Call Management
Timeline
Call Center Representative
CGC Metroplex Collects
11.2021 - 12.2023
Waffle House Server
Waffle House Restaurant
06.2019 - 11.2020
Warehouse Associate
Prologistix Staffing
10.2018 - 06.2019
Cashier/Courtesy Clerk
Kroger
08.2016 - 05.2018
High School Diploma -
Plano East High School
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