Louise Johnson
Fayetteville,North Carolina
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Collections Agent
Foundever
Fayetteville, NC
11.2023 - Current
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Assisted in the development of strategies to improve collections process efficiency.
- Conducted skip-tracing activities to locate delinquent customers.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Provided guidance on legal matters concerning collection procedures.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Identified opportunities for improved efficiency in the collections process.
- Participated in training sessions related to new technologies used by the company's collections department.
Customer Service Representative
Eclerx
Fayetteville, NC
06.2019 - 10.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Care Manager
DBS Private Banking
Fayetteville, NC
01.2016 - 06.2018
- Developed and implemented customer service policies and procedures.
- Provided training to new customer care staff members.
- Conducted regular performance reviews of customer service representatives.
- Maintained up-to-date knowledge of company products and services, promotions, pricing plans..
- Evaluated existing processes and procedures for efficiency improvements.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Created comprehensive and reliable customer loyalty programs.
Sales Associate
Hamrick's Dept. Store
Fayetteville, NC
06.2013 - 01.2016
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Built relationships with customers to encourage repeat business.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Suggested ideas for improving store operations and increasing profits.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Collaborated with management teams to develop innovative marketing strategies.
Customer Service Agent
SYKES
Fayetteville, NC
05.2012 - 12.2014
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Advised customers on purchasing decisions based on their individual needs.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Provided technical support over the phone when needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls promptly and professionally within company standards.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Investigated and solved routine and complex customer issues to earn repeat business.
Education
High School Diploma -
Terry Sanford High School
Fayetteville, NC06-2009
Skills
- Knowledge Of Payment Plans
- Financial Reporting
- Processing Payments
- Account Reconciliation
- Credit And Collections
- Billing Problem Resolution
- Collections Processing
- Records Maintenance
- Debt Collection Processes
- Technical Troubleshooting
- Inbound And Outbound Calling
- Refund Management
- Call Monitoring
- Inbound Sales
- Critical Thinking
- Data Entry
- Fast Learner
- Adaptive Team Player
- Strategic Thinking
- Conflict Resolution Techniques
Affiliations
- Reading
- Cooking
- camping
Accomplishments
- Achieved a 98% customer satisfaction score consistently over a year.
- Resolved 90% of customer complaints within the first call, improving first- call resolution rate.
- Reduced average call handling time by 15% without compromising on service quality.
References
References available upon request.
Timeline
Collections Agent
Foundever
11.2023 - Current
Customer Service Representative
Eclerx
06.2019 - 10.2023
Customer Care Manager
DBS Private Banking
01.2016 - 06.2018
Sales Associate
Hamrick's Dept. Store
06.2013 - 01.2016
Customer Service Agent
SYKES
05.2012 - 12.2014
High School Diploma -
Terry Sanford High School