JD Edwards
Dacula,GA
Summary
Proven leader in customer service and collections, adept at enhancing team performance and customer satisfaction at Coleman & Associates. Excelled in complaint resolution and CRM, boosting service quality and efficiency. Skilled in multitasking and policy enforcement, I significantly improved debt recovery rates and streamlined service processes, demonstrating adaptability and a commitment to excellence.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Coleman & Associates Certified Public Accounting Firm
Atlanta, GA
02.2020 - 08.2024
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
Collections Lead
Infinity Collections
Lawrenceville, GA
04.2012 - 10.2019
- Monitored customer account activities to identify delinquent accounts and initiate collection efforts.
- Created, managed and maintained accurate records of customer accounts in the collections system.
- Assisted customers in resolving payment issues by providing them with information regarding their accounts and payment options.
- Conducted regular meetings with team members to review outstanding debts, payment trends and strategies for improving debt recovery.
- Analyzed customer data to develop strategies for reducing overdue payments and increasing cash flow.
- Performed skip tracing activities when needed to locate missing or non-responsive customers.
- Handled customer inquiries regarding billing discrepancies or collection notices in a professional manner while adhering to company standards.
Education
High School Diploma -
Marion Abramson High School
New Orleans, LA05-1988
Skills
- Schedule management
- Complaint resolution
- Team building
- Policy enforcement
- Adaptability and flexibility
- Customer relationship management (CRM)
- Multitasking and organization
- Call monitoring
Timeline
Customer Service Supervisor
Coleman & Associates Certified Public Accounting Firm
02.2020 - 08.2024
Collections Lead
Infinity Collections
04.2012 - 10.2019
High School Diploma -
Marion Abramson High School
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