George Lee
Gainesville,FL
Summary
Knowledgeable and seasoned customer service professional with 5+ years of customer service experience. Experience in customer service and data entry for both in-person and over the phone interactions. With years of experience, I've acquired exceptional communication, listening, problem-solving, multi-tasking, and organizational skills. I've learned to ask the appropriate probing questions to help resolve customers issues. Also, I always show empathy, and remain positive when interacting with customers, to provide the best customer support. With me being a dynamic problem solver with first-rate skills in building relationships and resolving problems, I'm excited to take on new role with long-term growth and advancement potential.
Overview
7
7
years of professional experience
Work History
Collections Specialist
ZenBusiness
02.2023 - Current
- Manage book of business through proactive communication with clients via outbound calls and emails, effectively addressing past due payments.
- Utilize diverse call scripts for effective outbound calls and voicemail messages.
- Effectively utilize Stripe payment platform to streamline payment processing, disable auto-renewal function, generate and download invoices, and forward receipts to clients.
- Collaborate with team members to achieve daily, weekly, monthly, quarterly, and yearly collection targets.
- Work independently with minimal supervision.
- Manage and resolved intricate customer interactions.
- Maintain proficient knowledge of all company products and services that we offer.
- Process payments and schedule payment reprocessing dates.
- Negotiate rates with clients and entered collected payments into Salesforce.
- Evaluate clients eligibility for refunds.
- Maintain accurate notations of customer communications on Salesforce.
- Manage high-volume inbound and outbound calls related to collections efforts.
- Started as a Customer Success agent in February 2023 before being promoted to a Collections Specialist in December of 2023.
Remote Customer Service Representative
Connexus
Gainesville, FL
10.2022 - 02.2023
- Responded to customer questions regarding United Health Care benefits services and provide accurate and clear information.
- Used customer relationship management software to assist members.
- Utilized Nice CXone phone system.
- Answered member inquiries via phone, in a timely and professional manner.
- Updated account information to maintain member's records.
- Placed orders for OTC medication and groceries.
- Scheduled utility bill payments.
- Provided information from knowledge based articles.
Remote Customer Service Representative
Maximus Federal Services
Gainesville, Florida
05.2022 - 10.2022
- Primary point of contact, working for the Centers for Disease Control and Prevention (CDC).
- Maintained a current understanding of CDC-Info procedures in order to provide knowledgeable responses to numerous phone calls.
- Provided callers information on, vaccines, traveling policies, quarantine recommendations, and Monkey Pox updates.
- Communicated with management and colleagues via Microsoft Teams.
- Contract Position
Remote Senior Technical Support Advisor
Apple
Fort Lauderdale, Florida
05.2020 - 05.2022
- Served as last point of contact for all customer service related issues.
- Provided assistance to Tier 1 advisors.
- Helped customers resolve technical issues for all Apple products such as, iPhones, MacBook laptops, Apple watches, iMacs, iPods, and iPads.
- Show empathy, and ask customers probing questions.
- Assisted customers with replacements, for products if they have a warranty.
- Submitted tickets for unresolved technical issues.
- Scheduled follow up callbacks, and communicated with customers via email.
- Utilized phone software and CRM.
- Researched using knowledge based articles.
- Communicated with management and colleagues using Adobe.
Crew Member
Mcdonald's
Sunrise, FL
06.2017 - 06.2019
- Took customer's order at the cash register.
- Monitored and replenished food and supplies stock at counter, in customer dining area and in food preparation area.
- Cleaned counter surfaces, dining areas and food preparation areas for maximum health, safety and customer satisfaction.
- Listened attentively to customer complaints or requests and resolved issues without need to escalate.
- Greeted customers entering restaurant with enthusiasm and warmth and served customers.
- Trained newly hired employees on routine tasks and customer service.
Education
High School Diploma -
Plantation High School
Plantation, FL06-2019
Skills
- Customer Service
- Multitasking
- Proficient Data Entry & Typing
- Collections
- Records Management
- Relationship Building
- Time Management
- Problem Solving
- Outbound Calls
- Answering High Volume Calls
- Bookkeeping
- Salesforce
- Stripe
- Talkdesk
Timeline
Collections Specialist
ZenBusiness
02.2023 - Current
Remote Customer Service Representative
Connexus
10.2022 - 02.2023
Remote Customer Service Representative
Maximus Federal Services
05.2022 - 10.2022
Remote Senior Technical Support Advisor
Apple
05.2020 - 05.2022
Crew Member
Mcdonald's
06.2017 - 06.2019
High School Diploma -
Plantation High School
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