Frances Kraft
San Antonio,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Shareholder Service Representative
American Funds
San Antonio, TX
11.2015 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared written correspondence to shareholders concerning their accounts or other matters related to their investments.
- Prevented key account losses by researching discrepancies and correcting problems.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided top quality control and eliminated downtime to maximize revenue.
Collections Lead
Kohls Distribution Center
San Antonio, TX
01.2010 - 11.2015
- Completed skip traces on customers failing respond to collection efforts.
- Negotiated repayment plans with customers that were mutually beneficial for both parties.
- Maintained open communication channels between the organization's legal department, external attorneys and third party agencies when pursuing litigation against delinquent customers.
- Reviewed credit applications submitted by potential customers prior to approving or denying them based on established criteria.
- Coordinated training sessions for new hires in order to ensure they are familiar with internal procedures pertaining to collections operations.
- Received payment and posted to appropriate customer accounts.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Education
Some College (No Degree) - Criminal Justice
Palo Alto College
San Antonio, TXSkills
- Consultative Sales
- Data Entry
- Paperwork Processing
- Report Generation
- Account Updating
- Inbound and Outbound Calling
- Critical Thinking
- Documentation
- Active Listening
- Client Relations
- Adaptive Team Player
- Multi-Task Management
- Microsoft Outlook
- Call Center Operations
- Customer Service
Timeline
Shareholder Service Representative
American Funds
11.2015 - Current
Collections Lead
Kohls Distribution Center
01.2010 - 11.2015
Some College (No Degree) - Criminal Justice
Palo Alto College
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