Odessa Mcneil
Endicott,US
Summary
Experienced Customer Care Specialist with a strong background in customer service and leadership. Excels in phone-based support, demonstrating exceptional listening skills. Known for effectively solving problems and enhancing customer satisfaction through empathy and efficient resolution of inquiries. Eager to utilize expertise in a customer-focused role to provide outstanding service and support.
Overview
14
14
years of professional experience
Work History
National Account Manager
DAIKIN TECHNOLOGY
04.2020 - 06.2024
- Implemented negotiation strategies to finalize agreements effectively.
- Issued tailored discounts to accommodate Homeowners.
- Market HVAC solutions to residents across the Southern tier.
- Introduced innovative training solutions for sales teams, enhancing sales performance by 20%.
- Achieved a 20% increase in sales through the development of a new sales process.
- Trained agents on recent updates.
- Generated reports encompassing daily call volume and sales performance.
- Compiled reports every month and tracked trend
- Participated in numerous meetings daily.
- Provide customers detailed information related to installations.
- Handled escalated supervisor calls efficiently.
- Delivered quality assurance and feedback to all agents.
- Handled daily email correspondence.
- WFH to assign leads to agents after my shift.
- Traveled to Denver to attend meetings.
- Managed refund processes efficiently.
- Deliver bonuses for monthly payment cycle.
Team Leader- Chase Debt Collection
Nationwide Credit Inc
04.2018 - 03.2020
- Devised strategies to retrieve outstanding debts.
- Identify debtors through research.
- Established deadlines for settlement agreements and payment schedules.
- Handled customer inquiries.
- Established reliable connections with debtors.
- Achieved task completion through email communication.
- Distributed team hourly and daily statistics reports.
- Initiate Settlement completion letters.
- Revise payment structures for agents.
- Handled agent supervisor calls when necessary.
- Processed refund requests efficiently.
- Trouble shooting
- Performed customer settlements manually using the system.
- Conduct payment verification for amounts exceeding $1000.00.
- Ensure all check payments are dropped after shift.
- Run queries for agents to dial
- Formulated custom queries.
- Issued monthly bonuses to agents.
- Conducted comprehensive evaluations of long and short calls to assess agent performance.
- Conducted morning meetings with agents and distributed meeting notes.
- Train new agents when joining the team
- Verified agents' compliance with state-specific debt collection regulations during certification process.
- Processed employee absence records.
- Processed end-of-period time cards promptly.
- Managed submission and confirmation of PTO requests efficiently.
- Train agents on Skip Tracing
- Run HCI (auto dialing) through livevox Monday, Wednesday and Friday.
- Complete Chase Keyword Audits to avoid compliance points
- Prepared thorough submissions for disputes, bankruptcies, inability to pay scenarios, and related cases.
- Pull CBR (credit bureau reports) as agents need them
- Set expectations for improvement
- Submitted Documents of Discussion, Written Warnings, Final Warnings, and Terminations.
- Guided agents on QA scores and processed submissions for disputes when necessary.
- Conduct interviews and deliver feedback directly to Human Resources.
- Developed Excel trackers for agents to monitor contacts and payments.
- Conduct shift-ending drive bucket cleanup.
Customer Service Team Leader
Conduent
11.2017 - 02.2019
- Managed daily operations of a team of 25 employees.
- Facilitated effective resolution of customer issues by team members.
- Referred unresolved customer grievances to designated departments for further investigation
- Educate customers on facilities knowledge and assist them with billing
- Train new representatives on how to navigate the system
- Ensure employees are following correct policies and procedures
- Managed escalated calls following employee attempts.
Customer Service Representative
Amphenol Cables on Demand
01.2015 - 01.2018
- Engaged customers through email to troubleshoot and resolve issues.
- Facilitated credit application process for Net30 Terms.
- Prepared updated invoices upon confirmation of tax-exempt status for customers.
- Facilitated skill development for newly hired staff.
- Supplied detailed quotes before order finalization.
- Handled customer return requests by submitting RMA forms.
- Successfully completed refund transactions under tax exemption conditions.
- Generated necessary shipping documentation.
- Processed customer unsubscription requests.
- Facilitated restoration of account access for users.
- Distributed detailed spec sheets to clients efficiently.
Customer Service Representative
Elliott Manufacturing
05.2017 - 10.2017
- Managed portfolios for government agencies and major agricultural sector clients.
- Generated reports to address client data demands.
- Managed warranty claims processing and handled customer email inquiries.
- Checked accuracy and relevance of data within computer systems.
- Organized billing data and invoice details.
- Compiled and delivered customer forecast reports to management.
- Directed outdated records to be scanned.
- Handled quote management through Salesforce.
- Accepted vendor visits
- Joined meetings both in person and through phone calls.
- Communicated recovery dates, weights, and dimensions as needed.
Customer Service Representative
AT&T
01.2013 - 01.2015
- Communicated with customers via telephone to offer product and service details.
- Recorded customer inquiries, complaints, and comments with resolution actions.
- Validated problem-solving changes for customer satisfaction.
- Coordinated billing procedures and arrangements.
- Directed complex customer concerns to expert departments for further evaluation
- Generated invoices for items returned.
- Resolved billing challenges by submitting necessary adjustments.
- Activated, reactivated, and managed devices while overseeing voluntary service suspensions.
Customer Service Representative
West Asset Management
02.2010 - 01.2013
- Assisted customers with order entry, account cancellations, and complaint resolution.
- Ensured modifications successfully remedied customer concerns.
- Captured deposits for requested services.
- Recorded customer interactions and transactional details, including inquiries, complaints, and actions taken.
- Assisted in reinstating services through effective coordination.
Education
Diploma -
Creek Bridge High School
Marion, SCAssociate's degree - Criminal Justice
University of Phoenix-Online Campus
Arizona05.2025
Skills
- Microsoft Office
- MS OFFICE
- RECEPTIONIST
- Customer Care
- Call Center
- Coaching
- Team Lead
- Data Entry
- Data Collection
- Order Entry
- Time management
- Leadership
- Supervising experience
- Typing
- Accounts Receivable
- Microsoft Outlook
- Dispatching
- Negotiation
- Customer support
- Microsoft Excel
- Microsoft Word
- Technical support
- Help Desk
- Cold Calling
- Quality Assurance
- Computer Networking
- Account Management
- Desktop Support
- Strong Problem-Solving Ability
- Thrives in Fast-Paced Environment
- Excellent Customer Service
- Outstanding Communication Skills
- Exceeds Set Goals
- Problem solving skills
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
Call center customer service, Proficient, 08/01/21, Demonstrating customer service skills in a call center setting
Timeline
National Account Manager
DAIKIN TECHNOLOGY
04.2020 - 06.2024
Team Leader- Chase Debt Collection
Nationwide Credit Inc
04.2018 - 03.2020
Customer Service Team Leader
Conduent
11.2017 - 02.2019
Customer Service Representative
Elliott Manufacturing
05.2017 - 10.2017
Customer Service Representative
Amphenol Cables on Demand
01.2015 - 01.2018
Customer Service Representative
AT&T
01.2013 - 01.2015
Customer Service Representative
West Asset Management
02.2010 - 01.2013
Diploma -
Creek Bridge High School
Associate's degree - Criminal Justice
University of Phoenix-Online Campus
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