Nicole Spratley-Britt
Norfolk,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Office Assistant
People Share Instant Systems
Norfolk, VA
06.2023 - 01.2024
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Coordinated travel arrangements for staff members, including making reservations for flights or hotels.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Maintained business records by updating customer information.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
- Collected and coded various documents to prepare for filing, storage and processing.
- Dispersed incoming mail to correct recipients throughout office.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Proofread and corrected correspondence and reports for error-free documentation.
Customer Service Retention Specialist
Sutherland Global
Rochester, NY
01.2021 - 06.2023
- Analyzed customer data to identify potential retention opportunities.
- Maintained up-to-date knowledge of company policies and procedures.
- Identified customer needs and offered appropriate solutions.
- Developed strategies to increase customer loyalty and retention rates.
- Negotiated with customers on pricing and terms of service agreements.
- Conducted regular follow-up calls with clients to ensure their satisfaction.
- Researched competitive offerings from other companies in the industry.
- Assisted sales teams in closing deals by providing additional information or discounts.
- Managed a portfolio of accounts to ensure client retention goals were achieved.
- Performed periodic reviews of customer contracts for accuracy and compliance purposes.
- Implemented processes to streamline customer support functions and improve efficiency.
- Utilized CRM software systems to manage accounts, track progress, monitor trends.
- Explained new products and services to customers.
- Re-established customer's faith in company by providing best retention offers available.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Delivered exceptional customer service by patiently listening to customer concerns or complaints.
- Promoted customer retention by using exceptional interpersonal skills.
- Compiled all calls and interactions into computer data system.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
Front End Department Representative/Collector
Consumer Portfolio Services
Chesapeake, VA
10.2012 - 10.2021
- Worked daily queue assignements placing outbound calls to delinquent customers, with focus on preventing potenetial losses and working toward monthly goals.
- Effectively resolved delinquent accounts and assisted with setting up payment arrangements.
- Complied with all FDCPA, state laws, internal policies, and call quality standards.
- Utilized skip-tracing tools to locate customers.
- Assisted in training new employees.
- Prepared project reports, weekly progression updates, and analyzed daily reports.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Consistently met daily performance goals set by management team members.
- Established positive relationships with customers through effective communication techniques.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
Education
High School Diploma -
Matthew Fontaine Maury High School
Norfolk, VA06-2001
Skills
- Scheduling
- Supply Management
- Customer Service
- Call Handling
- Full knowledge of FDCPA
- Great Listening Skills
- Great Negotiator
- Skilled Skip-Tracer
Timeline
Office Assistant
People Share Instant Systems
06.2023 - 01.2024
Customer Service Retention Specialist
Sutherland Global
01.2021 - 06.2023
Front End Department Representative/Collector
Consumer Portfolio Services
10.2012 - 10.2021
High School Diploma -
Matthew Fontaine Maury High School
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