Jessica Murrell
Riverdale,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Collections Agent
National Credit System
Riverdale , GA
02.2019 - 02.2022
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Reached out to approximately 100 account holders daily.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Directed day-to-day collections functions.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Investigated accounts with balance errors using accounting software.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
Customer Service Manager
AAMCO Transmissions
East Point, GA
01.2016 - 01.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours
Customer Service Associate
CenturyLink
Monroe, LA
01.2014 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Increased sales by 10%
Education
Aesthetics - Master Aesthetician
The Elaine Sterling Institute
Buckhead, GA09.2021
High School Diploma -
Oucahita High School
Monroe, LA05.2015
Skills
- Data Entry and Maintenance
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Customer Account Management
- Customer Retention Strategies
- Issue and Complaint Resolution
- CRM Software
- Understanding Customer Needs
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Collections Agent
National Credit System
02.2019 - 02.2022
Customer Service Manager
AAMCO Transmissions
01.2016 - 01.2019
Customer Service Associate
CenturyLink
01.2014 - 12.2015
Aesthetics - Master Aesthetician
The Elaine Sterling Institute
High School Diploma -
Oucahita High School
Similar Profiles
Karen HaasKaren Haas
Chief Financial Officer, Executive Vice President at Illinois Credit Union SystemChief Financial Officer, Executive Vice President at Illinois Credit Union System
Rachel SummersRachel Summers
Delinquency Control Counselor at TEK System- Navy Federal Credit UnionDelinquency Control Counselor at TEK System- Navy Federal Credit Union
Carmen R. LopezCarmen R. Lopez
Manager, Executive Relations Department at Southwest Credit SystemManager, Executive Relations Department at Southwest Credit System
Kameron GoodsonKameron Goodson
Volunteer at Mz.BabiPhat KreationzVolunteer at Mz.BabiPhat Kreationz
Quetesa AllenQuetesa Allen
Dietary Aide at Riverdale Center for Nursing and HealingDietary Aide at Riverdale Center for Nursing and Healing