Erika Ferrell

• Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
• Developed strong rapport with clients through consistent follow-up and attention to detail.
• Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
• Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
• Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
• Advocated for client needs within the organization, fostering a culture that prioritizes customer-centricity across all departments.

• Contributed to the development of new products and services by gathering valuable feedback from clients on their needs and preferences.
• Maintained an up-to-date knowledge of industry developments, leveraging this expertise to provide valuable insights to clients on how they can stay ahead of the competition.
• Expanded client base by identifying new business opportunities and establishing strong connections with potential partners.
• Served as a trusted advisor to clients on industry trends, best practices, and emerging technologies that could benefit their businesses.
• Implemented effective communication strategies for maintaining regular contact with clients and promptly addressing any issues that arose.

• Resolved customer complaints in a timely manner with empathy, resulting in positive outcomes.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed positive relationships with customers through active listening skills.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Negotiates balances due from dealerships to the company based on post funding discoveries.
• Answers incoming calls and placed outbound calls to dealers regarding warranty and Gap products following up on refunds amounts for cancellations.
• Independently evaluates each deficiency account to ensure product or missing equipment is cancelled and letter is sent to dealer requesting funds.
• Assists with meeting monthly goal for collections on missing equipment, product cancellations and dealer reserves chargeback.

• Monitoring and evaluate customer/dealer call recordings through the use of call monitoring tools.
• Consistently and impartially evaluate call recordings with the use of evaluation forms.
• Properly document findings to ensure proper communication to the end user.
• Notify Quality Assurance management of identified risks to ensure they are handled in a timely manner.
• Maintain minimum production standards for calls monitored and evaluated

• Improved collections with efficient follow-up on outstanding accounts receivable balances.
• Skip traced high delinquent accounts to prevent potential loss for company.
• Negotiated with customer assisting in setting up repayment schedules.

• Utilized all collection tools provided by management, including, extensions, hardship modifications and reinstate