Desiree Reid
Brooklyn,N.Y.
Summary
Dedicated client service representative motivated to maintain customer satisfaction thereby contributing to the success of the company. Thorough Customer Retention Specialist with over 10 years of experience working in the Debt Settlement industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
13
13
years of professional experience
Work History
Retention Specialist
Beyond Finance
02.2022 - 08.2023
- Educated clients on the financial hardship debt program, ensuring a clear understanding of benefits, processes, and available options.
- Demonstrated empathy and active listening skills to deescalate upset clients, addressing concerns and alleviating stress related to their financial situation.
- Effectively navigated the CRM system, swiftly accessing and comprehending client information, including financial status and program progress. Maintained accurate and detailed records of client interactions and program milestones.
- Conducted thorough analyses of clients' financial situations, determining optimal solutions to support their goal of debt-free living.
- Collaborated with clients to develop customized financial solutions aligned with their goals, contributing to program retention success.
- Exceeded retention targets, earning commissions through the successful enablement of clients to achieve their financial objectives. Delivered exceptional customer service experience through phone and various communication tools, anticipating unstated needs.
Customer Service Representative
Beyond Finance
07.2021 - 02.2023
- Provided top-notch customer service through high-volume inbound and outbound calls in a remote call center, addressing varying complexities, anticipating needs, and educating clients on company programs.
- Proactively identified, analyzed, and resolved client issues using active listening and critical thinking, achieving first-call resolution and fostering strong customer relationships.
- Demonstrated excellent written and verbal communication skills, excelling in customer interaction and delivering practical solutions.
- Developed and maintained positive client relations, collaborating with other departments to ensure timely handling of client requests and questions.
- Worked independently and collaboratively to enhance client retention, bolstering product knowledge, and consistently delivering best-in-class service. Operated and troubleshooted desktop computers, researched through multiple systems, and documented activities in the CRM database. Adapted troubleshooting techniques for complex technical or configuration issues. Continued learning and applied industry knowledge to deliver accurate and up-to-date solutions, meeting and exceeding client-centric performance expectations. Engaged with leadership and the team for feedback and collaborated on workflow streamlining.
Account Manager
National Debt Relief
08.2017 - 03.2021
- Strategically manage the portfolios of over 200 clients each month
- Performed inbound and outbound calls to creditors, collection agencies, and attorney offices to negotiate a reduced settlement on delinquent and/or charged-off accounts on behalf of the clients
- Calculated acceptable settlement amounts according to guidelines set forth by the department
- Surpassed monthly company goals while working individually, and collaborating with a team
- Reviewed client's financial situation to determine funds necessary to complete settlements and payment of company fees
- Used salesforce to track and update client's debt settlement progress and personal metrics for end of month settlement goals
- Served as team captain and mentor to junior team members.
Client/ Retention Specialist
National Debt Relief
07.2014 - 08.2017
- Manage day-to-day business operations including queues and other issues related to both client contact and helping clients to succeed within our program
- Improve process quality
- Work directly with leadership across the organization to resolve client concerns
- Provide personal resolution of certain high-priority client issues
- Monitor call volume/call time and check metrics of customer service team members
- Analyze factors that impact turnover within the department; contribute to hiring decisions
- Train and coach new team members to ensure quality performance.
Customer Service Representative
Dial 7 Cars and Limousine Service
05.2011 - 09.2012
- Handled customer account inquiries; accurately exchanged information to ensure resolution of product/service complaints, and customer satisfaction
- Computed data reports; provided required weekly, monthly and quarterly reports listing sales figures and client track records
- Researched account information; de-escalated and rapidly resolved client conflicts to prevent loss of key accounts
- Ascertained customer needs meeting them with professionalism and efficiency.
Cashier
Victoria’s Secret
01.2011 - 06.2011
- Worked as a team and performed cashier duties, product assistance and cleaning while providing excellent customer service
- Replenished supplies at each cash wrap
- Prevented store losses using awareness, attention to detail and integrity.
Education
B.A.- Professional Studies -
St. John’s University
Queens, NY05.2015
Paralegal Studies Associates -
Technical Career Institute
New York, NY01.2013
High School Diploma -
Martin Van Buren, H. S.
Queens Village, NY06.2011
Skills
- Salesforce
- Customer Service
- Cashier
- Credit Card Transactions
- Inventory
- Filing
- Data Entry
- Scheduling
- Data Collection
- Pleadings
- Billing
- Case Brief
- Lexis/Nexis
- Westlaw
- Memorandums
- Immigration forms and motions
Timeline
Retention Specialist
Beyond Finance
02.2022 - 08.2023
Customer Service Representative
Beyond Finance
07.2021 - 02.2023
Account Manager
National Debt Relief
08.2017 - 03.2021
Client/ Retention Specialist
National Debt Relief
07.2014 - 08.2017
Customer Service Representative
Dial 7 Cars and Limousine Service
05.2011 - 09.2012
Cashier
Victoria’s Secret
01.2011 - 06.2011
B.A.- Professional Studies -
St. John’s University
Paralegal Studies Associates -
Technical Career Institute
High School Diploma -
Martin Van Buren, H. S.