Deese Hilley

Work History

Cool Pool People

04.2023 - 06.2025

Processed incoming payments in accordance with established financial policies.
Completed daily process adjustments to maintain accuracy.
Verified discrepancies and resolved clients' billing issues
Prepared invoices for clients.
Provided exceptional customer service by addressing client inquiries promptly and professionally.
Developed and maintained strong client relationships, fostering trust and open communication.
Collected on delinquent accounts, successfully recovering outstanding revenue.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Educated customers about billing, payment processing and support policies and procedures.
Streamlined warranty claim processes for increased efficiency and faster resolution times.
Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
Worked flexible hours across night, weekend, and holiday shifts.
Managed time efficiently in order to complete all tasks within deadlines.
Passionate about learning and committed to continual improvement.
Assisted with day-to-day operations, working efficiently and productively with all team members.

Gold Medal Pool

04.2022 - 09.2022

Analyzing customer feedback to determine ways to improve the maintenance department in order to retain and grow our customer base
Handling escalated customer service complaints and ensuring monthly invoicing for the maintenance department
Providing accurate numbers to upper management of customer service responses for customer feedback
Aggregating data about the customer service workload and productivity and providing it to upper management

Gold Medal Pools

07.2018 - 04.2022

Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Followed through with client requests to resolve problems.
Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Managing all aspects of the customer service hub to support business lines including Service, Maintenance, Warranty and others
Assigning daily focus points to Customer Service Specialists (CSS)
Monitoring and maintaining CSS schedules
Ensuring quotes are processed on equipment repair work; following up with customers to obtain customer approvals; scheduling service appointments with customers
Managing Service/Maintenance workflow through software system
Keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Processing all outstanding quotes, creating invoices for approved work and processing payments for invoices
Completing contract forms, preparing change of address records, or issuing service discontinuance orders, using computers
Following up on past due invoices & collecting payment
Contacting customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.