Emily Koehler
Foristell,MO
Overview
9
9
years of professional experience
Work History
Collections Manager
Eleras Group
St.Charles , MO
04.2023 - Current
- Organized a daily list of delinquent accounts for collectors to call
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
- Developed procedures to ensure timely collection of payments from customers.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Developed and improved procedures for collection of past due amounts.
Collections Specialist
Eleras Group
St.Charles, MO
11.2021 - 03.2023
- Dialed outbound to customers and attempted to collect a past due payment
- Researched and resolved billing issues efficiently
- Assisted customers with general customer care questions
- Built value on the policies offered if a customer was hesitant when attempting to collect a payment.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Researched customer accounts for any discrepancies or outstanding payments.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Monitored customer accounts for changes in financial status or contact information.
- Created repayment plans based on account holders' financial status and repayment abilities.
Customer Service Trainer
AutoAssure LLC
O'Fallon, MO
11.2020 - 10.2021
- Supervising and managing the customer service team
- Providing all new hires with excellent training to ensure they will assist customers on a daily basis
- Creating any additional training material that will help in training classes
- Monitoring new hires for as long as needed to ensure the greatest customer experience
- Providing additional training on new products for all customer service departments.
- Developed and implemented customer service training plans and objectives.
- Conducted assessments of team members to identify areas for improvement in customer service skills.
- Provided guidance and feedback to employees on how to improve their customer service skills.
- Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
- Designed instructional materials such as handouts, slideshows, videos. to support the training program.
- Evaluated existing processes related to customer service operations and identified potential opportunities for improvement.
- Developed interactive learning tools such as quizzes and games that can be used by trainees during instruction time.
Customer Service Lead
AutoAssure LLC
O'Fallon
05.2020 - 10.2020
- Supervising and managing the customer service team
- Responding to customer's complaints and concerns in a professional and polite manner
- Live listening and monitoring all representatives to ensure they are properly handling all calls
- Ensuring that customers are satisfied at all times
- Training staff members to provide the highest standards of customer service and making sure all company policies are followed
- Interacting with representatives on a daily basis, responding to their questions and providing additional training when it is needed.
- Directed customer service staff activities, including training, coaching and performance management.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Resolved escalated issues from team members or customers in an efficient manner.
- Developed strategies for improving customer satisfaction levels.
Billing Specialist
AutoAssure LLC
O'Fallon, MO
10.2019 - 04.2020
- Interacted with customer calling in to pay a bill or make payment arrangements
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Answered customer inquiries regarding billings, payments, account status.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Answered customer questions to maintain high satisfaction levels.
- Managed all payments processing, invoicing and collections tasks.
Quality Assurance Specialist
AutoAssure LLC
O'Fallom, MO
06.2019 - 09.2019
- Responsible for overseeing the entire sales and customer service process
- Evaluating audit findings and implementing appropriate corrective actions
- Investigate customer complaints
- Report rep errors to the correct management team
- Investigated customer complaints regarding quality issues and implemented corrective actions accordingly.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Used quality monitoring data management systems to compile and track performance at team and individual levels.
Server
Donatelli's Bistro
Lake St. Louis, MO
01.2015 - 05.2019
- Responsible for greeting guests and ensuring customer satisfaction by remaining attentive and friendly
- Responsible for maintaining and balancing a cash drawer
- Successful at multitasking while remaining professional and courteous in a fast-paced environment
- Frequently assisted colleagues during rush periods promoting teamwork while providing exceptional service.
- Assisted in training new servers.
- Prepared drinks according to standard recipes.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Monitored dining room for cleanliness and proper set-up at all times.
- Delivered food orders promptly and courteously.
Education
High School Diploma -
Holt High School
Wentzville, MO05.2015
Skills
- Excel
- Microsoft
- Exceptional attention to detail
- Skilled at multitasking in a fast paced environment
- Excellent oral and written communication skills
- Proactive
- Billing Understanding
- Staff Training
- Customer Service Management
References
- Elicia Schoenberger, 636-515-8009
- Nicole Flowers, 314-852-9731
- Dariann Shafer, 636-514-9710
Timeline
Collections Manager
Eleras Group
04.2023 - Current
Collections Specialist
Eleras Group
11.2021 - 03.2023
Customer Service Trainer
AutoAssure LLC
11.2020 - 10.2021
Customer Service Lead
AutoAssure LLC
05.2020 - 10.2020
Billing Specialist
AutoAssure LLC
10.2019 - 04.2020
Quality Assurance Specialist
AutoAssure LLC
06.2019 - 09.2019
Server
Donatelli's Bistro
01.2015 - 05.2019
High School Diploma -
Holt High School