DANIELLE HALL
Carson City,United States
Summary
Experienced Collections and Customer Service representative bringing 10 years of success in service and sales positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Enthusiastic communicator with a passion for team growth and morale.
Overview
8
8
years of professional experience
Work History
Customer Experience Representative
Patagonia
09.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Adopted and lived company values by creating a collaborative and encouraging culture between representatives.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Created an excellent customer experience through chat, phone, and email.
- Monitored customer feedback to identify areas of improvement in customer experience.
Collections Specialist
Harley Davidson Financial
08.2018 - 09.2022
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Researched, analyzed and settled 35 disputes per week.
- Handled between 75 and 160 outbound and inbound calls daily with goal of collecting owed debt.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Member of a Supervisor line, and de-escalated top priority customer concerns and delinquency issues.
- Trained new team members on scripts, company policies and collection strategies.
- Participated in a automated dialer system to resolve delinquent accounts
Student Coordinator
LifePoint Church
08.2018 - 09.2022
- Prepared, coordinated and distributed information about yearly schedule of activities and classes.
- Identified and recruited potential volunteer workers.
- Trained and supervised religious education instructional staff.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed team communications and information for meetings.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Built 6 major yearly events through team collaboration.
Purchasing Assistant
Complete Millwork, Inc.
02.2017 - 06.2018
- Verified receipt of items by comparing items received to items ordered and resolved shipment order errors with suppliers.
- Evaluated procurement activities and recommended needed improvements.
- Analyzed sales data and conducted competitor research to efficiently order merchandise according to sales trends.
- Guaranteed timely delivery of merchandise through consistent communication with distribution centers and vendors.
- Maintained effective and lasting vendor relationships through dynamic communication, collaboration and intelligent questioning skills.
- Input data into system and recorded updates with 97% accuracy.
Customer Service Representative
VCM Collision
01.2016 - 12.2016
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed and updated databases to handle customer data.
- Managed up to 30 insurance claims per week.
Education
No Degree - General Studies
Western Nevada College
Carson City, NVHigh School Diploma -
Douglas County High School
Gardnerville, NV06.2013
Skills
- Collections
- Customer Accounts Management
- New Hire Training
- Planning and Coordination
- Complaint Resolution
- Creative Problem Solving
- Product Knowledge
- Client Needs Assessment
- Interpersonal Development
- Authentic Encouragement
- Omni-Channel Call Center Mediums
- Constructive and Helpful Feedback
Accomplishments
- Maintained an average of 92% customer satisfaction through 1,500 customer contacts.
- Achieved Director's Cup six times through Harley Davidson Financial
- Collaborated with two out-of-scope departments in Harley Davidson Financial to develop system and resource updates.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction. Through Harley Davidson Financial
- Trained and extremely competent in FDCPA law and practice.
- Supervised and rebuilt team of six staff and volunteer members at LifePoint Church.
- Collaborated with team of 25 in the development of major quarterly events at LifePoint Church
- Created and implemented helpful systems for volunteer training and event coordinating at LifePoint Church
Timeline
Customer Experience Representative
Patagonia
09.2022 - Current
Collections Specialist
Harley Davidson Financial
08.2018 - 09.2022
Student Coordinator
LifePoint Church
08.2018 - 09.2022
Purchasing Assistant
Complete Millwork, Inc.
02.2017 - 06.2018
Customer Service Representative
VCM Collision
01.2016 - 12.2016
No Degree - General Studies
Western Nevada College
High School Diploma -
Douglas County High School