Summary

Overview

Work History

Education

Skills

Timeline

Mary Malone

Midland,TX

Summary

Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.

Overview

years of professional experience

Work History

Customer Care Representative

Pinnacle Propane

Midland, TX

01.2024 - 03.2024

- Delivered exceptional customer service to residential and commercial account holders, face to face and by phone or email
-Handled day to day front office activities
-Responding to incoming calls from customers regarding their propane accounts, addressing questions about billing, delivery schedules, tank levels, and service issues
-Investigating complaints, identifying the root cause of issues, and providing appropriate solutions to resolve customer problems efficiently
- Taking orders for propane and refined fuel deliveries, scheduling tank installations or repairs, updating customer information, and managing account changes
-Explaining customers' billing statement, addressing payment concerns, and processing payment arrangements
-Coordinating with technicians to schedule propane tank inspections, repairs, or replacements, deliveries based on customer needs
-Accurately updating customer information and maintaining a detailed log of interactions within the company database
-Adhering to company policies and procedures regarding customer service standards, safety regulations, and billing practices
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed high call volume with exceptional professionalism and efficiency.
Assisted call-in customers with questions and orders.
Maintained a high level of product knowledge to provide accurate information and support to customers.
Responded to customer needs through competent customer service and prompt problem-solving.
Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Delivered prompt service to prioritize customer needs.

Inbound Collections Representative

BMW Financial Services

Columbus, OH

01.2021 - 09.2023

- Handled inbound collection calls on accounts that were 1-74 days past due
- Coordinated with other departments to ensure the timely resolution of customer concerns related to vehicle
- Promoted customer loyalty by delivering exceptional experiences and consistently exceeding customer expectations
- Negotiate mutually agreeable resolutions with customers and document all interactions accurately
- Process payments and work to bring accounts current with solid repayment arrangements
-Follow up with customers as needed
- Prepare and send documentation in accordance with corporate guidelines
- Documenting accurately on accounts for every point of contact
Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
Counseled debtors on payment options and arranged installment agreements.
Processed payments and contracts on accounts.
Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.

Customer Experience Advocate

Amerigas

Westlake, OH

10.2019 - 01.2020

- Responded to customer inquiries via phone and email, assisting with propane delivery schedules, billing questions, and service concerns
- Processed orders, scheduled deliveries, and maintained up-to-date customer records in the system
- Worked with clients to address late payments, offering payment arrangements and solutions to bring accounts current
- Coordinated closely with other departments to resolve service-related issues and ensure timely delivery of products
- Developed and maintained strong relationships with customers, ensuring high levels of satisfaction and retention
- Re-billing on accounts that had inaccurate statements billed
- Proactive communication and persistence to guarantee customer issues are fully addressed and resolved, leading to customer satisfaction
Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
Developed rapport with customers through genuine interest in their needs, fostering long-lasting relationships.
Served as a liaison between customers and internal teams, ensuring seamless communication throughout the resolution process.
Participated in ongoing training initiatives to stay current on product updates, industry trends, and best practices for exceptional service delivery.

Assembler/Shipping

Vitamix

Strongsville, OH

08.2018 - 02.2019

- Responsible for assembling blender components, while ensuring quality standards
- Packaging finished products
- Inspecting assembled parts for defects to ensure they meet quality standards
- problem solving- Identifying and resolving assembly issues or notifying supervisors
- Maintaining a clean work space
- Packaging and labeling: preparing finished products for shipment
- Testing the assembled blender for functionality
- Packaging and labeling shipments according to company standards
Increased production efficiency by assembling components quickly and accurately.
Enhanced workplace safety by maintaining a clean and organized work area at all times.
Maintained high-quality standards with thorough inspections of assembled parts.
Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
Consistently met or exceeded daily production quotas while maintaining exceptional quality standards in all completed assemblies.
Followed outlined specifications to implement assembly plans.
Contributed to a positive work environment by offering assistance when needed and maintaining open communication with colleagues.

Collections Specialist

Signet Jewelers

Akron, OH

08.2015 - 06.2017

- Managed a portfolio of accounts, successfully recovering overdue payments through both inbound and outbound calls
- Collaborated with internal teams to resolve customer issues, ensuring a seamless and positive customer experience
- Used CRM and collections software to track client interactions, payment history, and compliance with payment agreements
- Assessing customer situations to determine appropriate collection strategies
- Negotiating payment plans and settlement options with customers
-Process payments and refunds, and update customers accounts
- Skip-Trace methods to locate customers with past due accounts
- Adhering to Fair Debt Collection Practices Act (FDCPA) guidelines
Worked in call center environment handling manual and automatically dialed outbound calls.
Negotiated to collect balance in full.
Improved customer payment compliance through negotiating mutually agreeable repayment plans.
Processed payments and applied to customer balances.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
Used skip tracing and other techniques to locate debtors.
Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Minimized legal action risk by ensuring compliance with collection laws and regulations.

Cook Supervisor

Aramark

Grafton OH

10.2014 - 08.2015

- Supervising inmates serving and preparing chow
- Supervised inmates while using tools to prepare food/ signing out and making sure all kitchen tools are replaced
- Reporting all suspicious activity during shift
- Accurately documenting reporting and filings of all daily procedures and incidents within a specified time frame
- Daily documentation and head count of Inmates working
Ensured consistent food quality with strict adherence to recipes, portion control, and presentation standards.
Improved staff productivity by providing clear instructions, guidance, and constructive feedback on their performance.
Trained new hires in proper cooking techniques, equipment usage, and safety protocols, increasing overall team proficiency.
Reduced food waste by carefully monitoring inventory levels and implementing proper storage practices.