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 Evaluationundefined
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
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