Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keara Terry

Customer Service
Hampton,VA

Summary

Established Account Executive gifted at lead generation and resolving customer issues. Engaging and personable and increasing business opportunities through dynamic marketing strategies, sharp communication skills and dedication to customer service. Driven Account Executive with distinct understanding of customer service and commitment to increasing sales for maximized company revenue. Knowledgeable about conflict resolution, solutions-oriented problem solving. Known for excellent customer service and great salesmanship.

Overview

3
3
years of post-secondary education
15
15
years of professional experience

Work History

Account Executive

Portfolio Recovery Associates
Hampton, VA
12.2012 - Current
  • Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA), company policies and procedures.
  • Trace customer to new address using address software or by contacting credit reporting agencies, post office, relatives, employers and other possible leads.
  • Confer with customer by telephone in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s).
  • Request appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts.
  • Record information about financial status of customer and status of collection efforts using automated collections software.
  • Obtain and review appropriate correspondence and documents, both paper and electronic that pertain to the account
  • Establish payment schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor.
  • Submit necessary codes to transfer account to legal collections if customer fails to respond
  • Settlement authority established by the Director of Operations
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.
  • Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.

Customer Retention Specialist

Sprint
Hampton, VA
02.2009 - 06.2012
  • Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and provided back up for customer service managers.
  • Promised best prices for customer services and maintained accuracy when determining quotes.
  • Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
  • Effectively communicated with customers about account changes, new products or services and potential upgrades.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded proactively and positively to rapid change.n
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.
  • Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Technical Support Representative/Customer Service Representative

TeleTech Holdings
Hampton, VA
03.2005 - 06.2008
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Responded to customer requests for products, services and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Recommended products to customers, thoroughly explaining details.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Implemented and developed customer service training processes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues and completed [Action] and [Action] to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Submitted service tickets for equipment maintenance requests.

Education

High School Diploma -

Warwick High School
Newport News, VA
09.1999 - 06.2002

Skills

Relationship building and management

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Timeline

Account Executive

Portfolio Recovery Associates
12.2012 - Current

Customer Retention Specialist

Sprint
02.2009 - 06.2012

Technical Support Representative/Customer Service Representative

TeleTech Holdings
03.2005 - 06.2008

High School Diploma -

Warwick High School
09.1999 - 06.2002

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Keara TerryCustomer Service