LaRhonda Anderson
Customer Service Representative
Kennesaw,GA
Summary
Dynamic Senior Customer Service Representative professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in CRM software, conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
CarMax Auto Finance
Kennesaw, GA
05.2019 - Current
- Analyzed and resolved challenging customer inquiries, contributing to improved satisfaction and retention outcomes.
- Mentored junior representatives, enhancing team performance and knowledge sharing.
- Utilized automated dialing systems to efficiently assist customers by accepting Inbound/outbound calls and minimized daily call volume.
- Investigated and resolved disputes or complaints regarding outstanding debts, maintaining a high level of customer satisfaction.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Customer Service Representative
Bank of America
Kennesaw, GA
08.2018 - 04.2019
- Resolved customer inquiries efficiently through multiple channels, enhancing overall satisfaction.
- Guided clients in navigating banking products and services, promoting informed decision-making.
- Collaborated with team members to streamline processes, reducing response times for customer support.
- Handled billing inquires including payment processing,refunds, adjustments, and account updates accurately and efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Account Manager
Portfolio Recovery Associates
Jackson, TN
06.2016 - 08.2018
- Managed client relationships to ensure satisfaction and retention.
- Developed and implemented strategic account plans to drive growth.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Developed customized account plans for clients to help them achieve their business goals.
Education
Business Management
Freed-Hardeman University
Henderson TNSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Customer service
- Credit card processing
- Escalation management
- Cross-functional collaboration
- Call center experience
- CRM software
- Computer skills
- Inbound/Outbound call management
Timeline
Senior Customer Service Representative
CarMax Auto Finance
05.2019 - Current
Customer Service Representative
Bank of America
08.2018 - 04.2019
Account Manager
Portfolio Recovery Associates
06.2016 - 08.2018
Business Management
Freed-Hardeman University