KATHERINE SCHRAMM
Hanceville,AL
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about [Industry] practices and documentation requirements. Accommodating [Job Title] committed to generating new business and maintaining good relationships with clients. Meticulous and diligent professional offering [Number]-year background monitoring account performance, analyzing business performance and assisting clients by providing resolutions to account issues. Proficient in [Software]. Goal-oriented [Job Title] takes initiative and build cordial relationships with customers. Analyzes sales figures, creates and implements market-specific pricing and promotional programs, and develops and manages key customer relationships. Strong problem-solving, negotiation and customer service skills. Results-oriented Account Specialist driven to meet and exceed sales expectations on a consistent basis. Highly effective at winning new business and driving growth. Successful [Job Title] with experience encouraging client communication to achieve significant growth using proven strategies. Proficient in product monetization and mobilization approaches to boost long-term revenue generation. Experienced Account Specialized proficient in data verification, account updates and problem solving. Deep understanding of financial and payment matters as well as customer service and sales activities. Bringing [Number] years of related experience.
Overview
16
16
years of professional experience
Work History
SR. CUSTOMER ACCOUNT SPECIALIST
WORLD FINANCE
CULLMAN , AL
05.2019 - 05.2020
- Evaluated customers' potential needs to make appropriate recommendations.
- Drafted letters, charts and financial reports to keep staff informed of progress.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Used [Software] and [Software] to keep accurate records pertaining to inventory and account notes.
- Communicated with approximately [Number] clients daily to understand needs and explain product value.
- Collected and analyzed data to learn more about consumer behavior.
- Secured on-time payments and collected on delinquent accounts through [Action].
- Negotiated contracts and closed on [Number] agreements to maximize profits, boosting profits [Number]% in [Year].
- Monitored and tracked campaigns to determine effectiveness and future changes.
- Set up new customer accounts and updated existing profiles with latest information.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Prepared timely and accurate reports each [Timeframe] outlining [Type] and [Type] data.
- Proposed additional service options to clients to capitalize on upsell opportunities.
- Completed over [Number] weekly cold calls to attract new customers, maintaining [Number]% conversion rate.
Customer Service Representative
Sun Loan Company
CULLMAN , AL
05.2018 - 05.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
SR. CUSTOMER ACCOUNT SPECIALIST
ONE MAIN FINANCIAL
CULLMAN , AL
05.2005 - 01.2019
- Evaluated customers' potential needs to make appropriate recommendations.
- Drafted letters, charts and financial reports to keep staff informed of progress.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Used [Software] and [Software] to keep accurate records pertaining to inventory and account notes.
- Communicated with approximately [Number] clients daily to understand needs and explain product value.
- Collected and analyzed data to learn more about consumer behavior.
- Secured on-time payments and collected on delinquent accounts through [Action].
- Negotiated contracts and closed on [Number] agreements to maximize profits, boosting profits [Number]% in [Year].
- Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Prepared timely and accurate reports each [Timeframe] outlining [Type] and [Type] data.
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements.
- Placed new customer orders and scheduled appointments.
- Proposed additional service options to clients to capitalize on upsell opportunities.
- Completed over [Number] weekly cold calls to attract new customers, maintaining [Number]% conversion rate.
Education
High School Diploma -
Brookwood High School
Brookwood, AL05.1989
Skills
- Payment Solicitation
- Customer Advising and Referral
- Updating Customer Accounts
- Credit Accounts
- Debt Repayment Negotiation
- Service Quality Standards
- Managing Delinquent Accounts
- Correspondence Sorting and Filing
- Overdue Balance Detection
- Attention to Detail
- Payment Scheduling
- Problem Investigation
- Negotiation and Resolution
- Analytical and Critical Thinking
- Payment Processing
- Skip Tracing
- Persuasive Negotiation
- Delinquent Account Notification
- Financial Documentation
- Credit Extension Negotiation
- Customer Locating
- Personalized Financial Reviews
- Credit and Collections
- Attorney Support
- Pleasant Telephone Demeanor
- Paperwork Processing
- Decision Making
- Fair Debt Collections Practices
- Basic Mathematics
- Automated Document Scanning
- Verbal and Written Communication
- Work Planning and Prioritization
- Amplified Telephones
- Documentation and Recordkeeping
- Time Management
Timeline
SR. CUSTOMER ACCOUNT SPECIALIST
WORLD FINANCE
05.2019 - 05.2020
Customer Service Representative
Sun Loan Company
05.2018 - 05.2019
SR. CUSTOMER ACCOUNT SPECIALIST
ONE MAIN FINANCIAL
05.2005 - 01.2019
High School Diploma -
Brookwood High School