Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
D. Shantel Nelson

D. Shantel Nelson

Broken Arrow,OK

Summary

Dynamic Account Coordinator at Enterprise Holdings, adept at enhancing client satisfaction and retention through exceptional customer service and meticulous account audits. Proven track record in performance monitoring and management, leveraging strong organizational skills to exceed collection goals and streamline operations. Proficient in Microsoft Office, driving efficiency and accuracy in account handling.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Account Coordinator

ENTERPRISE HOLDINGS, LLC
09.2024 - Current
  • Conducted regular audits of accounts to ensure accuracy and compliance with company policies.
  • Developed strong organizational and communication skills while coordinating accounts with multiple clients.
  • Provided excellent customer service to ensure client satisfaction and account retention.
  • Monitored daily operations and evaluated performance to proactively approach backlogs.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.

Collections Coordinator

ENTERPRISE HOLDINGS, LLC - US
01.2022 - 09.2024
  • Managed portfolio of 1,200+ accounts involving Force Charge and Chargeback receivables.
  • Transitioned to handling inbound escalated calls earlier than expected to help control department volumes.
  • Consistently met monthly goals for total number of accounts collected upon.
  • Handle and resolve Do Not Rent requests.
  • Participated in other department projects, as necessary.
  • Ensured compliance with all relevant regulations and industry standards pertaining to debt collection activities.

Account Receivable Coordinator

ENTERPRISE HOLDINGS, LLC - US
09.2021 - 12.2021
  • Scheduled and conducted follow up calls to address balances and disputed items.
  • Utilized various methods of correspondence, research, and working in conjunction with other internal customers to maximize revenue potential.
  • Prioritized assigned business accounts and make daily calls to corporate accounts with balances past thirty (30) days.
  • Investigated disputed items and resolved issues accordingly.
  • Performed regular audits of customer accounts to detect any irregularities or discrepancies.
  • Supported month-end closing procedures by reconciling accounts receivable ledgers and preparing aging reports for management review.

Human Resource Coordinator

U.S. Cellular - Tulsa, OK
04.2011 - 07.2017
  • Accurately maintained personnel records for the West Region Sales Team.
  • Represented the organization at personnel-related hearings and investigations.
  • Analyzed statistical data and reports to identify and determine causes of personnel problems and developed recommendations for improvement of organization's personnel policies and practices.
  • Maintained records and compiled statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.
  • Provided current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion, and employee benefits.
  • Conducted new employee onboarding and provided ongoing orientation training.

Customer Relations Supervisor

U.S. Cellular - Tulsa, OK
01.2008 - 07.2011
  • Conducted regular meetings with staff members to discuss challenges and successes in delivering top-notch customer service.
  • Maintained proper human resource management practices, including performance management, feedback, coaching, career planning and training.
  • Built sustainable relationships and trust with customer accounts using open and interactive communication.
  • Assisted in establishing standards for performance and monitors areas against standards, recommending, and implementing changes when necessary.
  • Collaborated with management team to develop strategies for improving the overall quality of customer experience.
  • Assisted management in developing strategic plans to enhance customer experience based on market research data analysis findings.

Customer Service Supervisor

U.S. Cellular - Tulsa, OK
07.2007 - 01.2008
  • Supervised, monitored, and trained staff in-bound and outbound calling activities.
  • Maintained proper human resource management practices, including performance management, feedback, coaching, career planning and training.
  • Resolved and/or addressed more complex customer problems and questions.
  • Assisted in establishing standards for performance and monitors areas against standards, recommending, and implementing changes when necessary.
  • Recruited and interviewed applicants for department.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.

Education

Bachelor of Science - Psychology

Tougaloo College
Tougaloo
05.2000

High School Diploma -

Puckett High School
Puckett, MS
05.1996

Skills

  • Microsoft Office
  • Performance Monitoring
  • Performance Management
  • Exit Interviews
  • Employee Engagement
  • Onboarding Processes
  • Leave of absence
  • Unemployment Hearing
  • Customer service
  • Account management
  • Troubleshooting and problem resolution

Accomplishments

  • Nominated as a Subject Matter Expert (SME) on the online replacement project, this project is an enterprise-wide initiative, to streamline the data and workflow process for HR On-line forms across the enterprise.
  • Enhanced my business writing skills through working with a business writing coach over a course of 90 days.
  • Built strong working relationships with Talent Acquisition through conducting mock interviews with Goodwill Industries of Tulsa in an effort to not only build our future pipeline but give back to the community as well.
  • Supervised team of 10 staff members.

Certification

Microsoft Outlook- Tulsa Tech- 2024

OneNote- Tulsa Tech-2024

Timeline

Account Coordinator

ENTERPRISE HOLDINGS, LLC
09.2024 - Current

Collections Coordinator

ENTERPRISE HOLDINGS, LLC - US
01.2022 - 09.2024

Account Receivable Coordinator

ENTERPRISE HOLDINGS, LLC - US
09.2021 - 12.2021

Human Resource Coordinator

U.S. Cellular - Tulsa, OK
04.2011 - 07.2017

Customer Relations Supervisor

U.S. Cellular - Tulsa, OK
01.2008 - 07.2011

Customer Service Supervisor

U.S. Cellular - Tulsa, OK
07.2007 - 01.2008

Bachelor of Science - Psychology

Tougaloo College

High School Diploma -

Puckett High School

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