Proven track record in enhancing customer loyalty and streamlining service operations, exemplified during my tenure at Alorica. Leveraged critical thinking and data entry skills to exceed performance metrics, achieving top-tier client satisfaction rates. Skilled in complaint resolution and client relations, consistently delivering solutions that drive positive outcomes.
Hi, I’m
Jeannie Hall
Pleasant Garden,NC
Summary
Overview
22
years of professional experience
Work History
Alorica
Customer Service Representative
05.2018 - 11.2023
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Conduit Global
Customer Service Agent
06.2015 - 09.2016
Job overview
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Twin Oaks Assisted Living
Home Health Aide
09.2006 - 09.2007
Job overview
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
Commonwealth Marketing Group
Collections Agent
09.2001 - 09.2006
Job overview
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
Education
Cambridge Springs State Correctional PrisonGreensburg, PA
Ged from High School Teaching
09.2001
University Overview
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Client Relations
Timeline
Customer Service Representative
Alorica
05.2018 - 11.2023
Customer Service Agent
Conduit Global
06.2015 - 09.2016
Home Health Aide
Twin Oaks Assisted Living
09.2006 - 09.2007
Collections Agent
Commonwealth Marketing Group
09.2001 - 09.2006
Cambridge Springs State Correctional Prison
Ged from High School Teaching