Pascale Denis
Dallas,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Accounts Receivables Specialist
TK Elevator
08.2022 - Current
- Met Quarterly Goals
- Email Management
- Conflict Resolution
- Developed and maintained positive relationships with clients to maximize collections
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Managed and responded to correspondence and inquiries from customers and vendors
Call Center Team Lead
iTHINK Financial Credit Union
08.2021 - 08.2022
- Assisted in Training Classes
- Managed email box
- Processed high end Wires
- Coordinated weekly meetings with agents
- QA reviews of calls
- Resolved Escalated calls or emails
- Handled advanced issues with calm, knowledgeable and professional approach
- Generated reports detailing metrics such as call times and satisfaction ratings
- Oversaw team of 22-25 agents focused on Inbound calls
- Responded to team support questions quickly to maintain call center efficiency
- Investigated and resolved customer inquiries and complaints quickly
Call Center Support Coordinator
iTHINK Financial Credit Union
10.2020 - 08.2021
- Maintained Emails
- Processed Wires
- Assisted with agent questions
- Maintained Office Supplies
- Researched returned mail
- Maintained Documentation
Call Center Specialist I
iTHINK Financial Credit Union
11.2019 - 10.2020
- Answered Customer Calls and Complaints
- Maintained High standard of customer service/reviews
- Made Outbound calls as needed
- Interpersonal Skills
- Exceptional Use of Verbal Communication
Customer Service/Email Lead
Sky Blue Credit Repair
12.2016 - 11.2019
- Responded to high volume of customer service calls and emails per day
- Developed highly empathetic client relationships and earned rapport
- Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction
- Conveyed current policy, procedure and compliance information to employees
- Met with company and department leaders to gather information for new training courses
- Provided onsite training
Pizza Delivery Driver
Papa John's Pizza
02.2017 - 07.2018
- Completed a daily pre-trip inspection checklist before the first delivery of the day
- Processed payments by accepting cash, checks and credit card payments
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Worked as a team member performing cashier duties, product assistance and cleaning
Front Desk Manager/Operations Manager
1000 Ocean - The Continental Group, Inc
09.2010 - 02.2016
- Made and confirmed reservations
- Coordinated with staff and vendors in providing a high level of service for owner and guests
- Answered a high volume of phone calls and email inquiries
- Filed paperwork and organized computer-based information
Education
Vocational Certification - Medical Assistance
Florida Career College
West Palm Beach05.2011
High School Diploma -
Palm Beach Gardens High School
Palm Beach Gardens, FL05.2006
Skills
- MS Windows proficient
- Exceptional communication skills (Written or Verbal)
- Interpersonal Skills
- Quick learner
- Organizational Skills
- Attention to Detail
- Data Entry
- Customer service expert
- Excellent multi-tasker
- Advanced mathematical aptitude
- Teamwork Skills
- Multi-line phone talent
- Problem Solving Skills
- Email Management
- Payment Management
- Aging Reports Analysis
- Cash Application
- Investigative Research
- Credit and Collections
- Invoice Preparation
- Invoicing Proficiency
- Research and Due Diligence
- Relationship Building
- Cross-Functional Team Collaboration
- Strong Client Relations Skills
- Collections
- Customer Service Support
- Accounts Receivable
- Multitasking
- Decision Making
- Professionalism
- Dispute Resolution
- Time Management
- Microsoft Excel
- Conflict Resolution
- Customer Service
- Paperwork Processing
- Complaint Resolution
- Product Knowledge
- Call Management
- Data Collection
- Account Updating
- Active Listening
- Coordination
- Staff Training
- Call Center Operations
- Money Handling Abilities
- Clerical Support
- Technical Support
- Filing
- Critical Thinking
- Microsoft Office Suite
- Administrative Support
- Customer Relationship Management (CRM)
- Quality Assurance
- Call Center Customer Service
- Report Preparation
- Problem Solving
- Adaptability
- Team Leadership
- Process Improvement
References
References Available Upon Request
Timeline
Accounts Receivables Specialist
TK Elevator
08.2022 - Current
Call Center Team Lead
iTHINK Financial Credit Union
08.2021 - 08.2022
Call Center Support Coordinator
iTHINK Financial Credit Union
10.2020 - 08.2021
Call Center Specialist I
iTHINK Financial Credit Union
11.2019 - 10.2020
Pizza Delivery Driver
Papa John's Pizza
02.2017 - 07.2018
Customer Service/Email Lead
Sky Blue Credit Repair
12.2016 - 11.2019
Front Desk Manager/Operations Manager
1000 Ocean - The Continental Group, Inc
09.2010 - 02.2016
Vocational Certification - Medical Assistance
Florida Career College
High School Diploma -
Palm Beach Gardens High School
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