NIANI SHAW MCCAIN

• Provide personalized support to Discover card members by handling various inbound inquiries with care and professionalism
• Assist customers with payments, transaction reviews, account updates, security concerns, and resolving issues like lost or stolen cards
• Lead team meetings using the Linkd resource to share best practices and improve service
• Explain solutions and policies clearly, balancing empathy with company guidelines
• Adapt quickly to changes in procedures and protocols in a fast-paced environment

Senior Collections Specialist(August 2023-May 2024)

• Handled both incoming and outgoing calls to help customers with past-due accounts
• Worked with customers to set up payment plans and bring accounts back on track
• Used account history to understand issues and find the best solutions
• Stayed flexible and adapted to changes in goals and processes
• Stayed calm and professional when handling difficult or emotional situations
• Managed a high volume of calls while staying organized and focused

• Verified orders for accuracy and completeness, ensuring all necessary components were included
• Processed returns following established procedures and guidelines
• Utilized warehouse management system to track inventory and maintain records of shipments