Leah Becker
Teksetra
Maple Lake ,Mn
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Work History
Customer Support Specialist
- Resolved customer inquiries through various channels, ensuring satisfaction and quick issue resolution.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Provided training and support to new team members, fostering a collaborative work environment.
- Implemented solutions for recurring issues, reducing response time and increasing efficiency.
- Managed escalated support cases, ensuring timely resolution while maintaining customer relationships.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Collections Agent
- Managed collections process for overdue accounts, ensuring compliance with company policies and regulations.
- Resolved customer inquiries and disputes related to account balances, fostering positive relationships.
- Implemented strategies to improve collection rates through effective communication and negotiation techniques.
- Trained new staff on collections procedures and best practices, enhancing team efficiency and performance.
- Analyzed account data to identify trends, recommending process improvements to optimize collections workflow.
- Led initiatives to streamline collection processes, reducing turnaround time for account resolutions.
- Developed training materials for ongoing staff development focused on customer service excellence in collections.
- Collaborated with cross-functional teams to address systemic issues affecting collections efficiency and accuracy.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Security Dispatcher
- Monitored security systems and responded to alarms for incident management.
- Coordinated communication between security personnel and emergency services during critical situations.
- Trained new dispatch staff on protocols, procedures, and operational tools for efficiency.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
- Enhanced security response times by efficiently dispatching officers to incidents and alarms.
- Maintained accurate records of dispatched calls, ensuring timely follow-up on pending issues and seamless shift transitions.
- Provided superior customer service by addressing client concerns promptly and professionally, maintaining positive relationships with clients.
- Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
- Assisted in emergency situations, coordinating resources and providing critical information to first responders.
- Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
- Received emergency and non-emergency calls to dispatch security service and medical assistance.
- Utilized mapping tools and GPS technology to enhance officer response times by ensuring accurate location information during dispatches.
Education
- Business Management
Skills
Customer response
SLA
Customer service expert
Staff education and training
Active Listening
Data Entry
Decision-Making
Written Communication
Teambuilding
Clerical Support
Multitasking Abilities
Self-Motivated
Organization and Time Management
Problem-Solving
MS Office
Good Telephone Etiquette
Timeline
Anoka-Ramsey Community College
from Business Management
Read More
Security Dispatcher
WHRIC
01 2017 - 06 2019Read More
Collections Agent
Wright Hennepin Electric
06 2019 - 06 2023Read More
Customer Support Specialist
Teksetra
07 2023 - CurrentRead More