La Juana Clark
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Collections Representative
Credit Acceptance
09.2018 - 06.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
Salon Manager
Expertise Salon And Spa
08.2016 - 07.2018
- Oversaw salon employee performance, facility cleanliness, and sales.
- Handled employee scheduling and coverage needs during business hours.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Managed cash flow, business transactions, banking, and accounting processes.
- Maintained general appointment calendar and set shift schedules.
- Coached and trained employees to optimize performance and achieve demanding business objectives.
- Worked to continuously increase salon business through effective sales, service, and operations policies.
Platinum Service Agent
Diamond Resorts International
08.2014 - 04.2017
- Provide superior level of customer service to all Platinum members while maintaining professional, diplomatic and ethical representation of Diamond Resorts International
- Make every possible effort to provide easiest vacation experience for every guest
- Agent serves as point-of-contact for all servicing requests made by Platinum members and handles both inbound and outbound calls.
- Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
Customer Service/Medical Records
Southwest Administrators
08.2011 - 12.2012
- Health insurance administrators - Responsibilities include but are not limited to responding to member, provider and network inquiries related to benefits, enrollment, prescription coverage, claims and payments.
Customer Service/On
JP Morgan Chase
05.2007 - 07.2011
- Line Escalations Banker
- Sales/Retention
- Call center environment
- Online troubleshooting including browser and PC
- Assist business customers with online installations of banking products and services such as Quicken, ACH collections, direct deposit, online invoicing, deposit scanners, and wire transfers
- Peer-coaching and assist with problem resolution certification of bankers
- Offer solutions as determined through needs analysis.
- Managed time efficiently in order to complete all tasks within deadlines
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
No Degree - Metaphysical Science
University of Sedona, Arizona
Sedona, AZ12.2023
Cosmetology License - Cosmetology Education
Expertise Cosmetology Institute
Las Vegas, NV04.2015
Skills
- Team Oversight
- Categorization and Classification
- Auto Dialers
- Data Recording
- Goals and Performance
- Process Payments
- Overdue Balance Detection
- Scripted Conversations
- Bookkeeping
- System Maintenance
- Foreclosures and Liquidations
- Payment Acceptance
- Team Collaboration
- Great Phone Demeanor
- Negotiation
- Microsoft Office
- Organizational Skills
Timeline
Collections Representative
Credit Acceptance
09.2018 - 06.2019
Salon Manager
Expertise Salon And Spa
08.2016 - 07.2018
Platinum Service Agent
Diamond Resorts International
08.2014 - 04.2017
Customer Service/Medical Records
Southwest Administrators
08.2011 - 12.2012
Customer Service/On
JP Morgan Chase
05.2007 - 07.2011
No Degree - Metaphysical Science
University of Sedona, Arizona
Cosmetology License - Cosmetology Education
Expertise Cosmetology Institute
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