Summary
Overview
Work History
Education
Skills
Timeline
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DeShayla Hart

700 N J J Lemmon Apt 1131,TX

Summary

Driven by results, I leveraged leadership and CRM expertise at National Credit Services to enhance team productivity and customer satisfaction. Skilled in complaint handling and de-escalation techniques, I significantly improved service delivery by implementing efficient workflows, directly contributing to the achievement of key performance metrics.

Overview

9
9
years of professional experience

Work History

CSR

IKS Health
02.2024 - Current


  • Receive inbound calls from patients and work to resolve any concerns or issues they may have with their bill.
  • Create task so that account is updated and billed correctly.
  • Discuss and explain bills with patients to collect on outstanding bills.
  • Make follow up outbound calls after carefully reviewing charges and deescalating.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.

Associate II, Customer Care

ADT Security
08.2021 - 11.2023
  • Handle all calls with "one call" resolution with minimal transfers to resolve customer request.
  • Assist customers with billing history and payments while managing billing addresses and setting up auto pay.
  • Make the necessary and appropriate decision to dispatch a technician when on-site service is required.
  • Review and discuss monitoring events from alarm while a providing remote troubleshooting tips.
  • Created actions to appropriate departments and sent correspondence reports upon request.

Supervisor

National Credit Services
08.2015 - 03.2021
  • Supervised and monitored team of 15 and handled all escalated calls.
  • Trained and developed new team leads while still pushing my to reach and exceed monthly goals.
  • Prepared performance coaching monthly to increase production of collectors to help them hit monthly goal with staying on top of my personal goals.
  • Trained new hires and manage team in absence of manager.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.


Education

High School Diploma -

A. Maceo Smith High School
2929 Stag Rd, Dallas, TX 75241
05.2004

Skills

  • Customer Focus
  • Complaint Handling
  • Ability to Prioritize and Multitask
  • Metric Driven
  • Leadership
  • Professional telephone demeano
  • Documentation

Timeline

CSR

IKS Health
02.2024 - Current

Associate II, Customer Care

ADT Security
08.2021 - 11.2023

Supervisor

National Credit Services
08.2015 - 03.2021

High School Diploma -

A. Maceo Smith High School

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DeShayla Hart