Natron S. Starks
Hartford,CT
Summary
Dedicated and results-driven customer relations specialist with over 20 years of comprehensive experience in the consumer service industry. Proven track record of progressive advancement from front-line customer service agent to senior roles in corporate consumer relations, exemplifying a strong commitment to excellence, integrity, and continuous improvement. Adept at building and maintaining long-term client relationships, leading teams, and developing strategic initiatives to enhance customer satisfaction and loyalty. Recognized for exceptional communication skills, problem-solving abilities, and a steadfast work ethic that consistently drives organizational success. Strong leadership, analytical insights, and a passion for delivering outstanding service underpin a career marked by resilience, adaptability, and professional growth.
Overview
27
27
years of professional experience
Work History
Corporate Consumer Relations
Bobs Discount Furniture
04.2002 - Current
- Serve as the primary point of contact for corporate consumers, providing exceptional support and fostering strong relationships to enhance customer satisfaction and loyalty.
- Manage and resolve complex customer inquiries, complaints, and concerns promptly and professionally via email, phone, and other communication channels.
- Develop and implement effective communication strategies to ensure clear and consistent messaging to corporate clients
- Collaborate closely with sales, marketing, and operations teams to address customer needs and improve service delivery.
- Maintain an in-depth understanding of Bob’s Discount Furniture products, policies, and services to provide accurate and helpful information
- Track, document, and analyze customer feedback and interactions to identify trends and opportunities for process improvements.
- Assist in the development and execution of customer retention initiatives and strategic programs targeting corporate clients
- Provide training and guidance to team members on best practices in customer engagement and relationship management
- Generate detailed reports on customer interactions, satisfaction levels, and resolution outcomes for management review
- Ensure compliance with company policies, procedures, and industry regulations to uphold high standards of service
- Keep abreast of industry trends and competitor activities to recommend innovative strategies for enhancing customer relations
- Participate in cross-functional projects aimed at improving overall customer experience and communication efficiency
- Maintain a professional and approachable demeanor to represent Bob’s Discount Furniture positively at all times.
Credit Collections Representative
R.M. Services
02.1999 - 06.2002
- Contact overdue customers via phone, email, and written correspondence to collect outstanding payments and resolve account issues
- Negotiate payment arrangements, extensions, and settlements in a professional and empathetic manner to maximize collection outcomes.
- Maintain accurate and detailed records of all collection activities, customer communications, and payment commitments in the companys database.
- Analyze account histories and payment patterns to identify potential risks and prioritize collection efforts effectively.
- Collaborate with the finance and customer service teams to resolve billing discrepancies and develop proactive collection strategies
- Ensure compliance with applicable laws, regulations, and company policies related to debt collection practices
- Provide excellent customer service by listening to customer concerns and offering workable solutions to facilitate timely payments
- Follow up persistently with customers to ensure payment commitments are fulfilled and accounts are brought current
- Prepare and send collection notices, emails, and other correspondence as needed to encourage overdue account resolutions.
- Investigate and resolve any billing disputes or discrepancies that may hinder collection efforts.
- Analyze overdue accounts and escalate difficult cases to management when appropriate.
- Generate and present reports on collection activities, overdue accounts, and recovery success rates for management review
- Stay informed about credit and collection best practices, industry standards, and regulatory requirements
- Maintain professionalism and integrity when dealing with sensitive financial information and customer relationships
- Assist in developing and refining collection policies and procedures
Customer Service Lead
Shared Technologies Cellular
11.1999 - 03.2001
- Lead, motivate, and mentor a team of customer service representatives to deliver top-tier service with a focus on customer satisfaction, efficiency, and professionalism.
- Monitor call and chat interactions in real-time, providing coaching and feedback to enhance team performance and ensure adherence to quality standards.
- Handle escalated customer inquiries and complex issues with tact, empathy, and resolution-oriented strategies, acting as a role model for excellent customer engagement.
- Develop and implement best practices for customer interactions, fostering a culture of continuous improvement and high performance.
- Track, analyze, and report on team performance metrics, identifying areas for improvement and implementing targeted training initiatives.
- Collaborate with cross-functional teams to resolve service issues, billing discrepancies, and account inquiries efficiently.
- Ensure compliance with all company policies, legal regulations, and industry standards related to customer interactions and data security.
- Assist in onboarding, training, and development of new team members, ensuring they are equipped for success.
Education
High School Diploma - Academic Studies
Bulkeley High School
Hartford, CT01.1997
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Timeline
Corporate Consumer Relations
Bobs Discount Furniture
04.2002 - Current
Customer Service Lead
Shared Technologies Cellular
11.1999 - 03.2001
Credit Collections Representative
R.M. Services
02.1999 - 06.2002
High School Diploma - Academic Studies
Bulkeley High School