Jermel Kennedy-Chaney
Houston,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Debt Collector Agent
Alltran Financial
04.2019 - Current
- Used scripted conversation prompts to convey current account information and obtain payments.
- Frequently reached out to approximately 150 customers daily with extremely past due accounts to recover lost revenue for Republic Finance & USAA customers.
- Negotiated to collect balances in full.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Handle high volume of inbound and outbound calls in effort to negotiate re-payment plans on past-due and charged-off accounts.
Patient Care Technician
Walgreen's Pharmacy
02.2017 - 02.2019
- Answered patient assistance calls, assessed needs and offered qualified support.
- Helped patients on orders, refills, shipments, co pay assistance and cost
- Documented observations and baseline measurements in medical records.
- Determined specific needs and provided most appropriate level of services for patient well-being.
Customer Care Representative
ADT Security Systems
08.2015 - 01.2017
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service with alarm security systems and accounts.
- Took Inbound calls for sales, false alarm calls, technical abilities and equipment needed.
- Achieved 100% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
Education
Bachelor of Science - Criminal Justice, Minor in Business
Prairie View A & M University
Prairie View, TX05.2014
Skills
- Order and Refund Processing
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Excellent Verbal and Written Communication
- Microsoft Office all applications
- De-escalation Techniques
- Attention to Detail
Timeline
Debt Collector Agent
Alltran Financial
04.2019 - Current
Patient Care Technician
Walgreen's Pharmacy
02.2017 - 02.2019
Customer Care Representative
ADT Security Systems
08.2015 - 01.2017
Bachelor of Science - Criminal Justice, Minor in Business
Prairie View A & M University