Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Nichelle Bibbs

Dallas,TX

Summary

Versatile-oriented team leader who takes pleasure in helping others succeed. 10+ years of professional experience working in demanding environments within the industry. Adept at resolving difficult interpersonal situations to maximum company benefit. Strong multi-tasking skills with the ability to handle multiple simultaneous requests accurately and completely. Excellent communicator with proven ability to establish rapport both internally and externally.

Overview

10
10
years of professional experience

Work History

Senior Credit Collections Analyst

Goldman Sachs
Richardson , TX
01.2018 - Current
  • Maintained portfolio valuing up to $20M
  • Collected over $80,000 in one year on past due accounts
  • Extended experience in on-boarding several lines of different credit products while researching and problem solving to confirm customer needs are met
  • Extended knowledge in wire and ach transfers, reconciling accounts
  • Conducted credit risk assessment of new and returning customers
  • Saved company $50K in Losses in one quarter
  • Performing monthly account reviews to determine adjustments, refunds and or write offs to be processed
  • Resolving difficult collections issues through means of direct client contact, implementing diverse strategies that include provision of applied charges and explanations
  • Delivered cross functionally as needed with Disputes, Credit, Escalations and on boarding teams to confirm best decisions are made for departments
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.

Customer Support Manager

Kansas City Power And Light
Raytown, Mo
03.2014 - 01.2018
  • Conducted bi-weekly one on ones to set and reinforce expectations, and to coach on performance
  • Completed complex project management tasks on time and under budget to meet quarterly department goals.
  • Plan, Prioritize and delegate work tasks to ensure proper functioning of department
  • Developed and Implemented customer service policies and procedures
  • Conducted hiring and quarterly reviews of all representatives
  • Handle escalated issues with customers and internal departments
  • Reviewed and monitored support ticket cases to ensure accuracy of resolution and client satisfaction
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Maximized productivity by supervising, mentoring and scheduling team of 10 customer support personnel to meet organizational and operational objectives.

Customer Care Specialist

CVS CAREMARK
Lees Summit, Mo
04.2013 - 05.2014
  • Converse with customers by telephone to provide information about products and services
  • Take and/or enter medication requests for customers using ICD-9 / 10 and CPT codes
  • Review insurance policy terms to determine whether particular loss is covered by insurance
  • Contact insured or other involved persons to obtain missing information
  • Providing professional experience in clerical and administrative workspace knowledge of medical terminology
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Assessed and offered solutions to improve procedures and customer experiences.

Education

High School Diploma -

Blue Springs High School
Blue Springs, MO
05.2010

Skills

  • Microsoft Office Suite: Access, Excel, Exchange
  • Time Management
  • Training and Development
  • Organizational Skills
  • Leadership
  • High Performer
  • Report Generation
  • Relationship Building and Social Networking
  • Patient, empathetic and convincing
  • Analytical and Critical Thinking
  • Negotiation and Resolution
  • Loan Documentation

Timeline

Senior Credit Collections Analyst

Goldman Sachs
01.2018 - Current

Customer Support Manager

Kansas City Power And Light
03.2014 - 01.2018

Customer Care Specialist

CVS CAREMARK
04.2013 - 05.2014

High School Diploma -

Blue Springs High School

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Nichelle Bibbs