Jonathan Muse
Katy,TX
Summary
Dynamic and results-driven team leader with a proven track record in verbal and written communications, adept at fostering collaboration and driving team success. Detail-oriented and exceptionally organized, with over twenty-three years of experience as a customer service and collections representative in fast-paced call center environments. Proficient in various office systems, including Outlook, MS Office, and Citrix, ensuring seamless operations and effective task management. Committed to delivering outstanding customer support while enhancing team performance and operational efficiency.
Overview
27
27
years of professional experience
Work History
Business Service Representative
Texas Workforce Commission Records Management Center
Houston, TX
09.2023 - Current
- Addressed customer inquiries and issues with efficiency, enhancing overall support experience.
- Processed account changes and service requests to ensure timely updates for clients.
- Collaborated with teams to enhance service delivery and customer satisfaction levels.
- Implemented process improvements that streamlined operations and reduced response times.
- Entered and maintained accurate data across multiple databases to ensure integrity of information.
- Processed high volumes of invoices and purchase orders with attention to detail.
Customer Service Representative
GFL Environmental
Houston, TX
09.2020 - 09.2023
- Maintained accurate records of customer interactions using CRM systems to ensure data integrity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Resolved customer inquiries regarding service issues and billing concerns efficiently.
Collections Representative (Eastern Region)
Carriage Services Inc
Houston, TX
06.2019 - 06.2020
- Fostered collaboration and communication with cemeteries and funeral homes to enhance service delivery.
- Achieved successful customer identification by leveraging credit bureau information and account documents. Enhanced location accuracy through effective database management. Improved retrieval processes, resulting in increased operational efficiency.
- Facilitated collections efforts by communicating effectively with clients regarding outstanding balances.
- Resolved client inquiries and disputes to ensure timely payments and maintain positive relationships.
Lead Customer Service Manager
Loomis Armored US
Houston, TX
01.2016 - 06.2019
- Directed departmental initiatives to align with management's strategic vision, achieving promotion to lead role within one year.
- Managed team dynamics and encouraged cooperation among customer service representatives to elevate service standards.
- Implemented strategies for conflict resolution, ensuring sustained positive interactions with clients and stakeholders.
- Addressed team member questions and managed customer complaints to ensure adherence to established policies and procedures.
- Analyzed existing workflows and contributed to the creation of programs and procedures that drive productivity and performance improvements.
- Conducted regular meetings with staff to discuss progress, challenges, and potential solutions to ongoing concerns.
Credit and Collections Representative
AT&T Inc
Houston, TX
03.1999 - 12.2015
- Demonstrated consistent excellence in collections, ranking among the top performers in the department for 10 years.
- Executed processing of customer payments, account adjustments, and refunds to ensure accurate financial transactions.
- Developed and curated content for department newsletter, enhancing understanding of operational decisions and promoting a collaborative environment.
- Resolved billing disputes through effective communication and problem-solving techniques.
- Educated clients on available payment options, enhancing customer satisfaction and retention.
- Assisted in training new team members on collection processes and best practices.
Education
Associate of Applied Science - Computer Science
Houston Community College
Houston, TX05-1996
High School Diploma -
Sterling High School
Houston, TX06.1992
Skills
- Industry expertise
- CRM software
- Financial acumen
- Team leadership
- Accounts payable and receivable
- Microsoft office expertise
- Data entry proficiency
Timeline
Business Service Representative
Texas Workforce Commission Records Management Center
09.2023 - Current
Customer Service Representative
GFL Environmental
09.2020 - 09.2023
Collections Representative (Eastern Region)
Carriage Services Inc
06.2019 - 06.2020
Lead Customer Service Manager
Loomis Armored US
01.2016 - 06.2019
Credit and Collections Representative
AT&T Inc
03.1999 - 12.2015
Associate of Applied Science - Computer Science
Houston Community College
High School Diploma -
Sterling High School