Da’Naija Thompson
Atlanta,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Credit Assistance Specialist
Bank of America
07.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
Collections Representative
Toyota/Lexus-financial-Services
03.2021 - 03.2023
- Pay close attention to debtor concerns and explanations of overdue balances to understand their position and set a mutually agreed-upon plan forward
- Used skip tracing resources to locate debtors and updated information in company system.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
- Forged positive relationships with clients, understanding their unique situations while effectively managing outstanding debts.
Customer Care Specialist
Progressive Insurance
09.2015 - 03.2020
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Provided customers with detailed information on company products, services and materials.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service
UnitedHealthcare
08.2012 - 01.2015
- Contact customers to determine reason for payment delinquency
- Provided excellent customer service, addressing concerns promptly and professionally.
- Provided customer service on accounts and resolved problems.
- Delivered exceptional customer service, addressing client concerns promptly and effectively.
- Enhanced customer loyalty through exceptional customer service and personalized recommendations.
Education
Early Childhood Education -
Brown Mackie College
Atlanta, GA01.2011
Skills
- Quality Assurance
- Expert Problem Solving
- Documentation Management
- Customer Relations
Timeline
Credit Assistance Specialist
Bank of America
07.2023 - Current
Collections Representative
Toyota/Lexus-financial-Services
03.2021 - 03.2023
Customer Care Specialist
Progressive Insurance
09.2015 - 03.2020
Customer Service
UnitedHealthcare
08.2012 - 01.2015
Early Childhood Education -
Brown Mackie College