Ebony Carrington
Pittsburgh,PA
Summary
Adept at driving significant improvements in collections efficiency and customer retention, my tenure at PNC Financial showcased my ability to leverage active listening and strategic negotiation skills. Excelling in team collaboration and risk management, I consistently surpassed recovery goals, contributing to enhanced cash flow and client satisfaction.
Overview
22
22
years of professional experience
Work History
Customer Service & Support Representative Sr.
PNC Financial
07.2015 - Current
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Played a key role in reducing account aging by proactively identifying at-risk accounts and initiating early intervention measures.
- Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
- Resolved challenging situations with friendly but firm strategies.
- Developed comprehensive knowledge of various industries, enabling tailored strategies for collecting from diverse clients across multiple sectors.
- Contributed to improved cash flow by consistently meeting or exceeding monthly recovery goals set by management.
- Trained new team members on scripts, company services, and collection strategies.
Customer Service Loan Collections
PNC Financial
11.2017 - 08.2018
- Resolved complex issues related to existing loans, effectively retaining clients while addressing concerns promptly.
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Representative
PNC Financial
07.2015 - 11.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Assistant Childcare Provider
Kiddie Castle
02.2010 - 11.2013
- Promoted an inclusive atmosphere by addressing diverse needs and fostering social interaction among all children.
- Ensured compliance with state regulations and childcare center policies, maintaining accurate records on attendance, health, safety, and nutritional information.
- Developed strong relationships with families, establishing trust through open communication and genuine care for each child''s wellbeing.
- Managed challenging behavior effectively using positive reinforcement strategies and appropriate intervention techniques as needed.
Customer Service Representative
Dollar Financial
01.2010 - 11.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
DSD Receiver/Reclaimation Associate
Walmart
06.2006 - 11.2008
- Communicated operational inconsistencies of store or vendors to manager for resolution.
- Enhanced inventory accuracy by diligently monitoring incoming shipments and verifying product details.
- Actively collaborated with warehouse management to create and implement strategies for continuous improvement in the receiving process.
- Participated in ongoing training opportunities to stay current on industry best practices related to receiving processes and procedures.
- Contributed to a positive work atmosphere through open communication channels with coworkers and fostering a supportive environment that encouraged teamwork.
Site Supervisor
Allegheny County Library Association
02.2003 - 05.2007
- Trained new team members on site policies and procedures.
- Maintained records and logs of work performed and materials and equipment used.
- Worked with personnel and managers to meet strict timelines.
- Oversaw personnel safety and efforts at work site.
Customer Service Representative
Precision Response Corporation
03.2005 - 02.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Certificate Program - Medical Insurance Billing And Coding
Duffs Business Institute
Pittsburgh, PA05.2005
Skills
- Team Collaboration
- Problem Identification
- Mathematics skills
- Relationship Building
- Goals and performance
- Active listening abilities
- Sales experience
- Collections
- Account Reconciliation
- System Maintenance
- New Hire Training
- Conflict resolution techniques
- Risk Management
- Leadership
- Risk Assessment
Timeline
Customer Service Loan Collections
PNC Financial
11.2017 - 08.2018
Customer Service & Support Representative Sr.
PNC Financial
07.2015 - Current
Customer Service Representative
PNC Financial
07.2015 - 11.2017
Assistant Childcare Provider
Kiddie Castle
02.2010 - 11.2013
Customer Service Representative
Dollar Financial
01.2010 - 11.2010
DSD Receiver/Reclaimation Associate
Walmart
06.2006 - 11.2008
Customer Service Representative
Precision Response Corporation
03.2005 - 02.2006
Site Supervisor
Allegheny County Library Association
02.2003 - 05.2007
Certificate Program - Medical Insurance Billing And Coding
Duffs Business Institute
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