LaShonda Arnold
Mooresville,NC
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Credit/Collections Specialist
Greatwide Truckload Management
Mooresville, NC
10.2022 - Current
- Initiated process improvements that led to decreased manual labor hours spent on repetitive tasks, boosting overall team productivity levels.
- Created a systematic approach to monitoring and updating account status, resulting in more accurate reporting and the ability to quickly respond to changes.
- Contributed to improved cash flow by promptly addressing overdue accounts with effective negotiation skills and payment arrangements.
- Reduced delinquency rates by implementing effective collections strategies and maintaining consistent communication with debtors.
- Prepared reports on current findings and actions taken for accounts under investigation.
- Developed comprehensive reports on collection activities, enabling management to make informed decisions regarding credit policies and procedures.
- Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Optimized the use of technology within the department by advocating for software upgrades that enhanced efficiency and accuracy in tracking outstanding debts.
- Processed payments and applied to customer balances.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Generated and distributed monthly customer statements.
- Investigated customer credit references and approved credit lines.
Customer Service Representative
Alight Solutions
Charlotte, NC
04.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant Customer Service Manager
Harris Teeter
Charlotte, NC
08.2018 - 04.2021
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Generated customer satisfaction surveys to analyze results into action plans.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Office Assistant/Store Accountant
Harris Teeter
Charlotte, NC
04.2016 - 08.2018
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Maintained and updated office records, both digital and physical.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Expedited document processing with accurate data entry and timely filing.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Delivered clerical support by handling range of routine and special requirements.
- Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
- Input data into spreadsheets and databases.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Purchased and maintained office supplies.
- Processed incoming and outgoing mail and packages according to established procedures.
- Assisted with onboarding of new employees.
- Improved store financial accuracy by conducting regular audits and reconciling discrepancies.
- Maintained compliance with company policies and accounting standards, ensuring accurate financial records at all times.
- Automated routine tasks using software tools, increasing efficiency in day-to-day accounting procedures.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
Education
No Degree - Psychology
UNCC
Charlotte, NCHigh School Diploma -
Zebulon B. Vance High School
Charlotte, NC06.2013
Skills
- Goal-Oriented
- Credit analysis
- Debt Negotiation
- Skip Tracing
- Relationship Building
- Goals and performance
- Active listening abilities
- Call center experience
- Outbound Calling
- Collections
- Customer research
- New Hire Training
- Account Reconciliation
- Proficiency in [Software]
Timeline
Credit/Collections Specialist
Greatwide Truckload Management
10.2022 - Current
Customer Service Representative
Alight Solutions
04.2021 - 10.2022
Assistant Customer Service Manager
Harris Teeter
08.2018 - 04.2021
Office Assistant/Store Accountant
Harris Teeter
04.2016 - 08.2018
No Degree - Psychology
UNCC
High School Diploma -
Zebulon B. Vance High School
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