Monica Dixon
Princeton,TX
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
20
20
years of professional experience
Work History
Account Manager Call Qualifier
ADT Security
Irving, TX
07.2022 - Current
- Addressed problems with billing, cancellation, an installments to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Oversaw new business development and customer servicing.
- Liaised between account holders while transferring to various departments
Collection Retention
ADT Security
Irving, TX
05.2021 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked remotely environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Account Manager Retention
ADT Security
Irving, TX
02.2018 - Current
- .
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Maintained inbound and outbound call on cancellations and retaining customer for life.
- Increased sales revenues by promoting complementary products and educating customers about store promotions while preforming credit checks.
Customer Service Representative
ADT Security
Irving, TX
02.2016 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, tech requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- 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.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Emergency Dispatcher Operrator
ADT Security
Irving, TX
11.2015 - Current
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Reduced risks and emergency response issues by observing public safety field units.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Handled approximately [Number] cases daily, updating contacts information,
Education
Associate of Arts - Business Administration
Brookhaven College
Farmers Branch, TXHigh School Diploma -
Booker T Wahington High School
Shreveport, LA05.1978
Skills
- Decision-Making
- Team Player
- Analytical and Critical Thinking
- Organization and Time Management
- Self-Motivated
- MS Office
- Flexible and Adaptable
- Active Listening
- Multitasking Abilities
- Data Entry
- Attention to Detail
- Problem-Solving
Timeline
Account Manager Call Qualifier
ADT Security
07.2022 - Current
Collection Retention
ADT Security
05.2021 - Current
Account Manager Retention
ADT Security
02.2018 - Current
Customer Service Representative
ADT Security
02.2016 - Current
Emergency Dispatcher Operrator
ADT Security
11.2015 - Current
Associate of Arts - Business Administration
Brookhaven College
High School Diploma -
Booker T Wahington High School