MANISSA SMITH
Plant City,Florida
Summary
To obtain a position with a well-established company that will give me the opportunity to advance
Overview
5
5
years of professional experience
Work History
Key Collections Specialist and Billing
Primo Water
Lakeland, FL
06.2021 - Current
- Reconcile and collecting on all past due Key accounts
- Was assigned a portfolio of accounts and was accountable for maintaining and aging goal
- The goal was to be achieved through effectiveness collection efforts including reconciling call quality and follow up efforts
- Utilize highly detailed client specific invoices generated by the Special Billing Team had to use excel
- As a Key Specialist had to work closely with my customers in my assigned portfolio to address any and all outstanding AR so it can be paid and collected withing desire timeline.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Processed payments and contracts on accounts.
Collections Specialist
Santander ConsumerUSA
Odessa, Florida
01.2021 - 05.2021
- Resolving customers issues regarding their outstanding balances
- Negotiating repayment terms with customers in accordance with bank guidelines
- Identifying customers issues and routing them to the appropriate area of resolution
- Providing individual loan counseling and acceptable repayments terms
- Setting up arrangements for repayment on the past due amounts
- Updating customer information
- Did outbound and inbound calls
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Customer Service
Express Staffing
Clearwater, FL
10.2020 - 02.2021
- Create a world class customer service experience for the customers
- Ensure customer service by providing accurate information regarding return items, prices on merchandise Escalate calls to various departments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer care/Collections
MST Lawncare
08.2017 - 05.2019
- Answer phones, forward messages, fax documents, respond to emails and greet customers and clients, reply to emails from customers requesting services,
- Pull work orders for crews,
- Called customers that were 30 -90 past due on accounts
- Setup reasonable payment arrangements
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and contracts on accounts.
Sales Associate
Racetrack
Cartersville, GA
06.2015 - 08.2017
- Cash handling, replenishing shelf and cooler items, preparing hot food products, maintain cleanliness by sweeping and mopping floors
- Balanced the cash at the end of my shift.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
Education
Bachelor of Science - Criminal Justice
AIU
Atlanta Ga01.2022
High School Diploma -
North Cobb High School
Kennesaw, GA05.2015
Skills
- Negotiation and Resolution
- Damage Claims
- Account Monitoring
- Automated Account Review
- Updating Customer Accounts
- Payment Scheduling
- Payment Solicitation
- Delinquent Account Notification
- Debt Repayment Negotiation
Accomplishments
- AIU
- Criminal Justice
- BA
- Awards and Acknowledgements
- While working for Santander I was put on a project to help the HR dept with request that dept managers needed for new hires like laptops, phones, headsets
- Avaya
- Workday
- Microsoft word
- Power Point
- Excel
- C-fly
- Oracle
- Five-9
- Teams 2
Timeline
Key Collections Specialist and Billing
Primo Water
06.2021 - Current
Collections Specialist
Santander ConsumerUSA
01.2021 - 05.2021
Customer Service
Express Staffing
10.2020 - 02.2021
Customer care/Collections
MST Lawncare
08.2017 - 05.2019
Sales Associate
Racetrack
06.2015 - 08.2017
Bachelor of Science - Criminal Justice
AIU
High School Diploma -
North Cobb High School