Angel Aronhalt
Management and collections
Parkersburg,WV
Summary
Flexible Lead Customer Service Representative with 15 years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management. Solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution. I have extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead CSR
CAS Cable
Parkersburg, WV
09.2021 - Current
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Processed customer account changes with proprietary software.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Collection Manager
Regional Collection Services
Marietta, OH
04.2010 - 09.2021
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Managed daily posting of payments to customer accounts.
- Developed and improved procedures for collection of past due amounts.
- Reached out to customers to discuss late payments and options for remitting amounts due.
- Completed investigations of customer accounts and payment histories.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Updated accounts with documentation of interactions and current information.
- Received and submitted payments and applied amounts to customer balances.
- Collaborated with legal resources and recovery teams to manage default issues.
- Contacted customers in person at personal and business locations to collect payments directly.
- Completed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Researched, evaluated and resolved discrepancies and customer concerns.
- Performed research and due diligence to resolve issues.
- Verified details of transactions, funds received and total account balances.
- Created and distributed updated customer statements.
- Researched and resolved billing and invoice problems.
- Attended training on credit management and civil court practices to maintain up-to-date knowledge.
- Balanced batch summary reports for verification and approval.
- Deposited third party checks, as well as monthly reserve transfers.
- Implemented staff bonus program, resulting in 75% increase in employee satisfaction.
Education
High School Diploma -
Wirt Co High SChool
Elizabeth, WV05.1996
Skills
- Positive and Friendly
- Customer Correspondence
- Fast Learner
- Customer Service
- Account management
- Recordkeeping strengths
- Money handling abilities
- Medical terminology knowledge
- Complaint resolution
- Multi-line phone talent
- Staff education and training
- Service standard compliance
- Professional telephone demeanor
Certification
- Medical Terminology Training - 2012
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Lead CSR
CAS Cable
09.2021 - Current
Collection Manager
Regional Collection Services
04.2010 - 09.2021
High School Diploma -
Wirt Co High SChool