Jamie Garvey
Southwick,MA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
5
5
years of professional experience
Work History
Collections Team Lead
American Pest
05.2021 - Current
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Identified and contacted customers with overdue accounts to address payment status.
- Documented customer payment interactions and account statuses for future reference.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitored front areas so that questions could be promptly addressed.
Customer Service Manager
Fuel Services, Inc.
11.2019 - 06.2020
- Supervised 3 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and offered unique discount options to drive interest in new product lines.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected customer concerns to promote company loyalty.
Education
High School Diploma -
Westfield Technical Academy
Westfield, MA2007
Skills
- Business Correspondence Writing
- Account Management
- Patience and Persistence
- Negotiation
- Payment Acceptance
- Customer research
- Client Relations
- Issue investigation
- PestPac software
- Max Agent Integrated Soft phone software
- History research
Timeline
Collections Team Lead
American Pest
05.2021 - Current
Customer Service Manager
Fuel Services, Inc.
11.2019 - 06.2020
High School Diploma -
Westfield Technical Academy
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