HEATHER NEWPORT
Knoxville,TN
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer concerns. Committed to providing the highest quality service and creating a positive customer experience.
Overview
22
22
years of professional experience
Work History
Sales and Service Specialist
Talbots
12.2005 - Current
- Handle Omni-channel contacts such as answering phone calls, handling chats, texts, and emails, from customers providing sales and service support
- Tracked orders from the point of sale to delivery
- Assessed customer needs and developed tailored solutions that met their requirements
- Developed strong relationships with customers through excellent communication skills
- Consistently achieved monthly sales targets while exceeding customer expectations
- Maintained accurate records of customer interactions
Collections Specialist
Associates Housing Finance
10.2002 - 11.2005
- Negotiated with customers to reach payment agreements
- Performed skip tracing activities to locate debtors and verify contact information
- Processed manual payments received from customers accurately according to company policy
- Managed a portfolio of delinquent accounts by utilizing collection strategies and techniques
Education
Bachelor of Science (B.S.) - Social Work
University of Tennessee-Knoxville
Knoxville, TN05.1999
Skills
- Solving Customer Concerns
- Customer Service and Assistance
- Customer Needs Assessments
- Effective Customer Communication
- Conflict Resolution Techniques
- Retail Sales Customer Service
- Active Listening
- Credit Card Payment Processing
- Professional Telephone Demeanor
- Sales and Upselling
- Issue and Complaint Resolution
- Strong Analytical and Problem-Solving Skills
- Critical Thinking
- Conflict Resolution
- Livechat Messaging
Timeline
Sales and Service Specialist
Talbots
12.2005 - Current
Collections Specialist
Associates Housing Finance
10.2002 - 11.2005
Bachelor of Science (B.S.) - Social Work
University of Tennessee-Knoxville
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