Fredreca Collins
Lexa,AR
Summary
To utilize my extensive knowledge of systems, along with my personable customer service skills and experience to benefit your organization. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sutter Health
05.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
Sales Agent
Pethealth Inc.
06.2021 - 02.2023
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Billing collections
Vivint SmartHome
11.2020 - 02.2021
- Collect on past due accounts, offer referrals, issue credits, provide friendly services
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
Contact Tracer
AFMC
07.2020 - 02.2021
- Make outbound calls to individuals who have been exposed or been in contact with a positive Covid-19 individual
- Collect data about PII
- Following HIPAA procedures and PII
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Performed record keeping by logging client information within secure contact-tracing software.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
Chat Support Agent ( Seasonal)
Walmart eCommerce
09.2020 - 01.2021
- Answer questions for customers, issue refunds, track shipments, cancel orders
- Receive feedback from customers via surveys
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Tier 1 Advisor
KellyConnect
12.2019 - 07.2020
- Troubleshooting IOS devices such as iPads, iphones, and ipod touch
- Provide customer service to customers on a daily basis, create repar and schedule appointments.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
E-support
Sedgwick
04.2019 - 11.2019
- Handle Data Entry claims for disability, Family Medical Leave Act, Workers Compensation through email and fax.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Implemented community outreach programs to promote mental health awareness.
Loss mitigation Collector
Ally Financial
08.2015 - 03.2019
- Handle accounts with speed and accuracy while maintaining professionalism
- Complete phone calls to meet required performance standards and metrics
- Confirm and/or negotiate payment arrangements; research any discrepancies
- Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures
- Must maintain strict confidentiality.
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
- Assessed clients' financial data to determine loan suitability.
- Reached out to borrowers to discuss current status and loan workout options.
Assistant Manager
Payless Shoes
10.2013 - 03.2015
- Perform operating tasks to keep the business flowing daily
- Manage the books and report daily sales
- Provides customer assistance
- Train new and existing employees
- Inventory control
- Process schedule of staff members.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Human Resources Specialist
Johnson's Auto Clinic
01.2012 - 04.2013
- Engaged in automotive specialty services, such as engine tune-up, front-end alignment, and muffler installation
- Trained employees on repairing automobile malfunctions
- Monitored operations to ensure that services rendered conform to company policy and standards
- Resolved customer complaints and reviewed operational expenses and collection reports for accuracy
- Was responsible for bookkeeping and recording daily sales and reports
- Ordered supplies and part for business and customers.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Developed and implemented onboarding and orientation programs for new employees.
Caregiver
Crest Park Nursing and Rehabilitation
10.2009 - 12.2011
- Provided care under the facility's laws and protocols
- Took and recorded vital signs of patients
- Performed first aid and emergency response procedures when necessary
- Prepared and served meals
- Assisted residents with hygiene
- Assisted housekeeping with cleaning and laundry
- Assisted residents to be mobile by involving them in activities
- Accompanied residents to and from the facility for appointments and other activities.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Caregiver & Rehabilitation Director
Dewitt Nursing Home
07.2007 - 09.2009
- Helped in scheduling, transporting, and prep of patients for rehabilitation services
- Assisted with treatments including ambulation, hot packs, and a range of motion exercises
- Observed clients for any change in status and reported to therapists
- Ensured the safety of patients
- Performed secretarial duties within the department
- Maintained client files and records
- Cleaned and maintained treatment areas, in keeping within safety and infection control policies and procedures
- Administered physical therapy for patients, and logged documentation on a spreadsheet.
- Communicated with patients, ensuring that medical information was kept private.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Cashier
Walmart Stores
05.2005 - 06.2007
- Accepted payments from customers and provided change and receipts
- Skilled in using scanners and cash registers
- Calculated the price of items that consumers bought
- Proven record of using the right process for cash, credit, and other payment forms
- Handled returns and exchanges of goods
- Thoroughly understood the amounts of cash that was initially in the register and the final numbers
- Answered customer inquiries and provided information regarding business procedures/policies
- Resolved customer service inquiries and concerns regarding their products and services.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
Security Guard
Superior Protection Services
06.2004 - 04.2005
- Patrolled the premises and adjacent lots
- Directed traffic to and from the main building
- Performed safety inspections in order to prevent negative activity
- Checked ID cards of personnel before admitting them in the building
- Investigated and reported any suspicious activity
- Took necessary action on spot when needed.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Education
M.B.A. In Business Administration - Human Resources Development
Colorado Technical University-Online
05.2021
Bachelor's In Business Admininstration - Finance
Colorado Tech Univ
11.2014
Skills
- Microsoft Office
- Workers' Compensation
- Technical Support
- Data Collection
- Data Entry
- Appointment Scheduling
- Retail Sales Customer Service
- Active Listening
Certification
Property and casualty licenses
Additional Information
True, True, True, True, True, True
Personal Information
Willing To Relocate: Anywhere
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Representative
Sutter Health
05.2022 - Current
Sales Agent
Pethealth Inc.
06.2021 - 02.2023
Billing collections
Vivint SmartHome
11.2020 - 02.2021
Chat Support Agent ( Seasonal)
Walmart eCommerce
09.2020 - 01.2021
Contact Tracer
AFMC
07.2020 - 02.2021
Tier 1 Advisor
KellyConnect
12.2019 - 07.2020
E-support
Sedgwick
04.2019 - 11.2019
Loss mitigation Collector
Ally Financial
08.2015 - 03.2019
Assistant Manager
Payless Shoes
10.2013 - 03.2015
Human Resources Specialist
Johnson's Auto Clinic
01.2012 - 04.2013
Caregiver
Crest Park Nursing and Rehabilitation
10.2009 - 12.2011
Caregiver & Rehabilitation Director
Dewitt Nursing Home
07.2007 - 09.2009
Cashier
Walmart Stores
05.2005 - 06.2007
Security Guard
Superior Protection Services
06.2004 - 04.2005
M.B.A. In Business Administration - Human Resources Development
Colorado Technical University-Online
Bachelor's In Business Admininstration - Finance
Colorado Tech Univ
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