Jennifer Polston
Germantown,OH
Summary
Dynamic Payment Solutions Advocate at Bread Financial with a proven track record in enhancing collections efficiency and fostering client relationships. Skilled in risk mitigation and active listening, I consistently exceed collection goals while managing complex caseloads. Committed to delivering exceptional customer service and optimizing internal processes for maximum results.
Overview
18
18
years of professional experience
Work History
Payment Solutions Advocate
Bread Financial
09.2024 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Provided exceptional customer service during collections calls, fostering positive relationships while resolving financial matters.
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
Senior Collections Representative
Discover Financial Services, DFS
02.2023 - 09.2024
- Improved cash flow for the organization by consistently meeting or exceeding set collection goals each month.
- Collaborated with team members to establish best practices and optimize internal processes for maximum results in debt collection efforts.
- Contributed to the development of company-wide credit policies, incorporating industry standards and best practices for effective risk management.
- Managed a high volume of accounts efficiently by prioritizing tasks based on risk levels and collection potential.
Customer Care Representative
Skybridge Americas
04.2021 - 02.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
Customer Service Representative
AnswerNet
08.2020 - 11.2020
- 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.
Call Center Agent
Lester Inspection Services
05.2020 - 08.2020
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Stay At Home Mom
Homemaker
03.2013 - 08.2020
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Server
Buffalo Wild Wings
07.2010 - 01.2013
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Cashier Clerk
Walmart
10.2008 - 07.2010
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
Package Handler
Dayton Food Bank
10.2008 - 12.2008
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
Helper
Women's Center
09.2007 - 10.2008
- Performed manual labor and random jobs to help teams accomplish goals.
- Followed supervisor instructions to complete tasks on time.
- Cleaned and straightened work areas to maximize productivity and safety.
- Maintained a clean and organized workspace, reducing accidents and increasing overall productivity.
Education
Associates -
Miami Jacobs Career College
Springboro, OH05.2010
High School Diploma -
West Carrollton High School
West Carrollton, Ohio05-2008
Skills
- Self-Starter
- Friendly, upbeat and energetic
- Risk mitigation
- Research proficiency
- Active listening
- Collaboration and teamwork
- Interpersonal skills
- Team collaboration
- Creative and critical thinking
- Written communication
- Community advocacy
- Document management
- Writing and editing
- Judgement and decision making
- Customer relations
- Call center experience
- Computer proficiency
- Relationship building
- Payment processing
- Call center operations
- Customer relationship management (CRM)
- Building rapport
Timeline
Payment Solutions Advocate
Bread Financial
09.2024 - Current
Senior Collections Representative
Discover Financial Services, DFS
02.2023 - 09.2024
Customer Care Representative
Skybridge Americas
04.2021 - 02.2023
Customer Service Representative
AnswerNet
08.2020 - 11.2020
Call Center Agent
Lester Inspection Services
05.2020 - 08.2020
Stay At Home Mom
Homemaker
03.2013 - 08.2020
Server
Buffalo Wild Wings
07.2010 - 01.2013
Cashier Clerk
Walmart
10.2008 - 07.2010
Package Handler
Dayton Food Bank
10.2008 - 12.2008
Helper
Women's Center
09.2007 - 10.2008
Associates -
Miami Jacobs Career College
High School Diploma -
West Carrollton High School
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