Kassandra Brown-Lichtner
Nashport
Summary
- Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
- I’ am a customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
8
8
years of professional experience
Work History
Payment Solutions Specialist
Bread Financial
Columbus
12.2022 - Current
- Make outbound or receive customer calls to negotiate settlements or secure payment arrangements.
- Provide quality customer service to secure payment arrangements for customers who are past due on their credit card accounts.
- Display exceptional verbal and written communication, negotiation and active-listening skills, as well as the ability to easily establish rapport and credibility with a variety of customers.
- Manually dials, skip traces or utilizes automated dialer to communicate with customers and make payment arrangements to meet or exceed established goals to include balances saved, pay-by-phones collected and call quality.
- Utilize time-management and organizational skills necessary to effectively handle multiple expectations and thrive in a performance-based call center environment.
- Identified customer needs and provided tailored solutions to meet them.
- Conducted regular performance reviews to assess individual team member progress.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Ensured compliance with all safety regulations in the workplace.
- Established clear expectations for employees, providing guidance when needed.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Completed daily quality assurance duties to provide feedback for improvements.
- Motivated team members through recognition programs and performance-based incentives.
- Created detailed reports on customer service performance metrics.
Billing Specialist
Spectrum
Zanesville
06.2022 - 12.2022
- Meet regular sales goals by educating customers about service options and upselling to increase the value of their investment.
- Provide over-the-phone account and payment support services, including maintenance, activations, and packaging, plus how and when to schedule field visits and escalate calls to your support team.
- Performed additional duties as assigned by management team.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Investigated incorrect billings and processed refunds as necessary.
- Implemented new policies related to billing processes when required.
- Answered customer inquiries regarding billings, payments, account status.
- Monitored past due accounts and pursued collections on outstanding invoices.
Executive Priority Services
1-800-Flowers.com
Hebron
09.2020 - 06.2022
- Work queues related to orders not shipping, declined credit cards, monthly clubs, and escalated emails.
- Some outbound calls to customers may be required to gather credit card information or alternate product selection.
- Worked closely with Customer Service Supervisor and Department Manager to prioritize and complete work daily answering.
- Order updates in Atlas system.
- Creating new and reshipped orders.
- Editing orders & making sure reminders are to customers are done.
- Updating customer records opting out of third-party participation.
- Established relationships with key partners and vendors to ensure successful project outcomes.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Secretary/Receptionist
Wesney Building & Remodeling
Hebron
02.2017 - 11.2020
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Handled confidential documents with discretion.
- Reviewed billing statements for accuracy prior to submitting them for payment processing.
- Organized and maintained filing systems for important documents.
- Updated contact lists on a regular basis; created new contacts as needed.
- Greeted visitors in a professional manner and directed them to appropriate personnel or offices.
- Reviewed invoices for accuracy before submitting them for payment processing.
- Proofread documents before submission; corrected any errors found in grammar or punctuation.
- Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Prepared expense reports in accordance with company policies and procedures.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Provided assistance with onboarding new employees by preparing orientation materials.
- Ordered office supplies to purchase items and maintain appropriate levels.
- Assisted with accounts receivable and accounts payable functions.
- Sent and distributed mail and parcels.
- Greeted visitors and directed to appropriate location or person.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Scheduled meetings and sent invitations specifying time and location.
Education
High school diploma or GED -
Philo High School
Philo, OH01-2006
Some College (No Degree) - Business Administration And Management
Mid-EastCTC-Adult Education
Skills
- Computer
- Business Management
- Budgeting
- Interviewing
- Administrative Experience
- Order Entry
- Sales
- Customer support
- Accounting
- Fraud
- CRM Software
- Accounts Receivable
- Customer service
- Supervising experience
- Customer retention
- Payment processing
- Account management
- Negotiation techniques
- Conflict resolution
- Team collaboration
- Performance monitoring
- Time management
- Relationship building
- Billing inquiries
- Quality assurance
- Coaching and feedback
- Marketing
- Teamwork
- Active listening
- Self motivation
- Coaching techniques
- Coaching
- Coaching and mentoring
- Appointment scheduling
- Microsoft Office Suite
- Call management
- Prioritization
- Refunds processing
- Spreadsheets
- Customer relations
- Data collection
- Customer relationship management (CRM)
- Senior leadership support
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Payment Solutions Specialist
Bread Financial
12.2022 - Current
Billing Specialist
Spectrum
06.2022 - 12.2022
Executive Priority Services
1-800-Flowers.com
09.2020 - 06.2022
Secretary/Receptionist
Wesney Building & Remodeling
02.2017 - 11.2020
High school diploma or GED -
Philo High School
Some College (No Degree) - Business Administration And Management
Mid-EastCTC-Adult Education