LAUREN WILKINS
Winston-Salem,NC
Summary
Skilled Service Representative driven to maximize customer satisfaction. Eager to leverage 14 years of experience in dynamic new position with long-term career potential and room for advancement.
Overview
15
15
years of professional experience
Work History
Collections Specialist
Best Logistics
11.2023 - 10.2024
- Delivered exceptional customer service on collection calls and email.
- Negotiated to collect balance in full.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Entered client details and notes into system for interdepartmental access and review.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Researched billing errors and discrepancies to initiate corrective action.
- Prepared and submitted legal documents to initiate court proceedings.
- Generated and distributed monthly customer statements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained accurate records of customer accounts, payments and payment plans.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
Porter and Internal Advisor
Bob King Automotive
03.2020 - 08.2023
- Shuttled customers to and from service department
- Wrote internal service repair orders for used cars
- Created estimates
- Dispatched work to technicians and sublet repairs as needed
- Created and maintained work orders
- Responsible for writing warranty PDI repair orders for new stock units
- Coordinated repair orders between sales manager and service manager
- Followed up on each repair order for accuracy.
Assistant Manager
Smith & Shore
10.2017 - 11.2019
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Trained team members in successful strategies to meet operational and sales targets
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Monitored employee performance and developed improvement plans
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency
- Counted cash in register drawer to balance register at beginning and end of shift
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers
- Arranged paper and electronic payment records to maintain well-organized fill systems and record-keeper compliance.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Call Center Representative
Sears Holdings
10.2013 - 02.2017
- Processed inbound Inquiries regarding protection agreements, warranties, and replacements for Kmart products
- Approved and processed replacement requests for the entire Sears product line
- Created case files with documentation for each request
- Researched each product to determine comparable value available at Sears
- Authorized credit amounts from $100 to over $10,000 for replacement item
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Store Organizer
Dollar General
05.2011 - 08.2012
- Received payment by cash, check, credit cards, vouchers, or automatic debits
- Issued receipts, refunds, credits, or change due to customers
- Assisted customers by providing information and resolving their complaints
- Identified prices of merchandise and tabulated bills using calculators, cash registers, or optical price scanners
- Greeted customers entering the store
- Organized and set up store displays.
Cashier
The Children's Place
01.2010 - 12.2011
- Greeted customers as they arrived in the store and provide them with information regarding products and/or services
- Responded to customers' complaints and took necessary actions to resolve their issues
- Processed payments in exchange of items sold
- Processed credit and debit card and check payments
- Maintained knowledge of store inventory and sales activities
- Kept store clean and organized.
Education
Extended Day High School
Lexington, NCundefined
College or a Technical or Vocational School
01.2012
High School Diploma - General studies
Davidson County Community College
Lexington, NC06.2010
Skills
- Office Administration
- POS software expert
- Data entry
- Microsoft Office
- Payment posting
- Payment plan coordination
- Credit and collections
- Financial Management
- Billing practices
- Financial statements expertise
- Collections
- Finance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Healthcare benefitsPaid time off401k matchCareer advancementTimeline
Collections Specialist
Best Logistics
11.2023 - 10.2024
Porter and Internal Advisor
Bob King Automotive
03.2020 - 08.2023
Assistant Manager
Smith & Shore
10.2017 - 11.2019
Call Center Representative
Sears Holdings
10.2013 - 02.2017
Store Organizer
Dollar General
05.2011 - 08.2012
Cashier
The Children's Place
01.2010 - 12.2011
undefined
College or a Technical or Vocational School
High School Diploma - General studies
Davidson County Community College
Extended Day High School
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