Dajanay Byrd

• Delivered expectional customer service skills, keeping members satisfied applying insight, active listening and de-escalation.
• Handled inbound/outbound complex call types and member issues In a fast paced high call volume environment.
• Guided members with step by step instructions to ensure they understood their online tools/resource options.
• Actively listened to member concerns to esure I provided and offered the best products and services that best fits the members immediate need.

● Monitored customer accounts for payment delinquency and initiated collection efforts.

● Maintained accurate records of customer accounts, payments and payment plans.

● Responded to customer inquiries and provided detailed account information.

● Followed up with customers about resolved issues to maintain high standards of customer service.

● Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Provided information regarding charge accounts and loyalty programs.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.