Herlicia Johnson
Ft Worth,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Morneau Shepell
05.2018 - 01.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Collections Specialist
Computer Science Corporation
12.2017 - 03.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Researched billing errors and discrepancies to initiate corrective action.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Sr. Customer Service Representative
HERLICIAJOHNSON, Fort Worth Water Department
05.2017 - 11.2017
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Collections Specialist
Regional Acceptance Corp
02.2010 - 10.2015
- Achieved performance goals on consistent basis.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Handled 200 outbound and inbound calls daily with goal of collecting owed debt.
- Used skip tracing resources to locate debtors and updated information in company system.
- Researched accounts and completed due diligence to resolve collection problems.
Collections Specialist
Green Tree
11.2007 - 01.2009
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Researched billing errors and discrepancies to initiate corrective action.
- Worked with customer to create debt repayment plan based on current financial condition.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Responded to customer inquiries and provided detailed account information.
Education
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Dunbar High School
Skills
Data EvaluationCall CentersEffective Written and Verbal CommunicationCustomer Service and AssistanceRegulatory ComplianceProblem ResolutionPersuasive TechniquesBenefits Explanations
Customer Relations
Complaint resolution
Creative problem solving
Professional telephone demeanor
Account management
Technical Support
Timeline
Customer Service Specialist
Morneau Shepell
05.2018 - 01.2021
Collections Specialist
Computer Science Corporation
12.2017 - 03.2018
Sr. Customer Service Representative
HERLICIAJOHNSON, Fort Worth Water Department
05.2017 - 11.2017
Collections Specialist
Regional Acceptance Corp
02.2010 - 10.2015
Collections Specialist
Green Tree
11.2007 - 01.2009
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Dunbar High School