Michelle Stetch
Cheektowaga,NY
Summary
Passionate and detail-oriented customer service professional with 14 +years of experience. Trained in and successfully execute conflict resolution. Eager to build customer loyalty, applying interpersonal and good communication skills. Excellent time management, problem-solving, and leadership abilities.
Overview
17
17
years of professional experience
Work History
Senior Customer Care Representative
A A Recovery Solutions
04.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
Customer Care Representative
Check Security Associates
09.2014 - 02.2021
- Maintained positive attendance record by demonstrating consistent and punctual attendance on regular basis
- Handled regular cases with high degree of independence and quality
- Assisted members with questions and transaction requests in expedient manner
- Computed charges, collected payments by cash and credit card and made necessary adjustments
- Engaged and motivated direct reports within busy call center environment
- Opened and maintained customer accounts by recording account information
- Managed incoming account inquiries via phone, email
- Maintained in depth knowledge of retail services and products
- Provided prompt, accurate and professional responses to customer inquiries
- Maintained quality, accuracy and professionalism in fast-paced environment
- Maintained service levels and called center performance metrics
- Conferred with customers by telephone, email and mail
- Handled confidential and highly sensitive information following Experian and Federal regulations
- Built customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
Collections Representative
Northtown Asset Management Group
04.2010 - 08.2014
- Analyzed account activity in effort to reconcile account balance
- Met Daily and Weekly productivity and quality goals
- Listened to customers and maintained friendly, positive, professional attitude
- Performed skip tracing within established compliance and best practice procedures
Collections Representative
Redline Recovery Service
06.2006 - 03.2010
- Maintained floor standards, customer service standards and utilized selling skills
- Performed skip tracing within established compliance and best practice procedures
- Maintained customer database regarding accounts receivable and collections
- Analyzed account activity in effort to reconcile account balance
- Documented customer accounts within company systems describing customer interaction and collection efforts
- Maintained accurate and standardized account records
- Received payments and post amounts paid to customer accounts
- Called consumers to secure payments on past due accounts
- Developed and maintained payment plan policies and procedures
- Met daily and weekly productivity and quality goals
- Listened to customers and maintained friendly, positive, professional attitude
- Made commercial collection called on past due accounts.
Education
High School Diploma - Computer Technology
Hutchinson Central Technical High School
Buffalo, NYSkills
- Customer Relationships Excellent Communication Skills
- Credit And Collections Skip Tracking
- Ability To Negotiate Collections Experience
- Customer Service Skills Time Management Skills
Timeline
Senior Customer Care Representative
A A Recovery Solutions
04.2022 - Current
Customer Care Representative
Check Security Associates
09.2014 - 02.2021
Collections Representative
Northtown Asset Management Group
04.2010 - 08.2014
Collections Representative
Redline Recovery Service
06.2006 - 03.2010
High School Diploma - Computer Technology
Hutchinson Central Technical High School
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