Customer relations professional committed to delivering high-quality service and maintaining strong client relationships. Known for effective communication and problem-solving abilities, ensuring smooth account management. Adaptable team player focused on achieving collaborative success and meeting changing business needs.
Overview
4
4
years of professional experience
Work History
Customer Account/ Support/Recovery Invoice Team
Remx / Honda Financial Services
Alpharetta, USA
01.2024 - Current
Auto-Dialer Collections - make outbound/receive inbound calls on accounts that are 5-29 days past due and assist customers with bringing their accounts current
Identify the root cause of customer delinquency and generate effective solutions by using negotiation skills and by educating the customer
Effectively contribute to increasing Customer Satisfaction scores
Become a productive member of the department (meet quantitative and qualitative objectives)
Maintain enthusiastic and positive attitude
Adhere to appropriate compliance policies and procedures
Update Due Date Change
Follow state rules regarding defer payment on contact either a lease or retail account
Able to review payment history, print statements and sent out letters
Scheduled Payment to NFA's
Reviewed Invoices before batching into Customer's Account
Expenses Invoices based on States Regulations and Laws
Customer Solutions Specialist/ Bilingual
WEX Inc.
Atlanta, USA
08.2022 - 09.2023
Answer inbound calls from drivers, merchants, and fleet managers
Assist customers with billing questions, payments, and invoices
Deliver quality customer service with each interaction
Troubleshoot and assist customers with online inquiries
Perform account maintenance while ensuring proper security measures are met
Identify accepting locations for customers to use product
Process authorizations for merchants when appropriate
Document accounts as needed
Maintain compliance with policies
Consistently meet or exceed individual Key Performance Indicators (KPIs)
Promote programs and products available
Maintain adherence and conformance to scheduling needs and expectations
Assist callers with login and navigation of our proprietary online portal solution
Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary
Contact Tracer Contract
Public Consulting Group
New York State, USA
09.2021 - 06.2022
Data entry level
The Contact Tracer will use a web-based platform to call all contacts of anyone diagnosed with COVID-19, determine exposure, assess symptoms, refer for testing according to established protocols, and provide them with instructions for isolation or quarantine
An understanding of patient confidentiality, including the ability to conduct interviews without violating confidentiality
Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection; Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that they can build and maintain trust with patients and contacts
Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed
Strong Customer service
Follow up wellness day
Be efficient in Excel to submit your data for each day and call center
Building Supervisor
The Arbors Assisted Living
Westbury, USA
05.2021 - 02.2022
Report any mental health change observed
Room check in accordance to regulations
Receive medication/check expired med
Assist appointment reminders
Handle med pass and narcs following constantly regulations
Order med and updated MAR upon changes requested by the physician or pharmacist
Be organized and disciplined
Report any incident regarding the residents to the Physician/family
Take Telephone order/ monthly weight
Order labs or follow up with specimen to pick up
Education
Bachelor of Science - Nursing
Universite Notre Dame D'Haiti
Haiti
07-2016
Skills
Strong organization
Sales support
CRM software expertise
Cross-functional coordination
Client relationship building
Organization skills
Customer service
Teamwork and collaboration
Time management
Multitasking
Adaptability and flexibility
Task prioritization
Accomplishments
Used Microsoft Excel to develop inventory tracking spreadsheets.
Resolved product issue through consumer testing.
Supervised team of 10 staff members.
Achieved Weekly goal by completing Invoices ina timely manner with accuracy and efficiency.
Collaborated with team of 5 in the development of Reducing Cost Post Repo Account.
Documentation - Ensured charting accuracy through precise documentation.
<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul> at JPMorganChase<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul> at JPMorganChase
Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd