Patricia Welch
Rochester,NY
Summary
Strong customer service, communication, clerical and administrative skills. Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.
Overview
13
13
years of professional experience
Work History
COLLECTOR
SUMMIT FEDERAL CREDIT UNION
06.2023 - Current
- Maintain verbal and written contact with members and others associated with overdue obligations
- Identify the reason for delinquency by contact with members
- Attempt to cure delinquency by assisting member with payment arrangements
- Recover funds owed to The Summit through all legal voluntary and involuntary means
- Follow up daily on broken payment arrangement
- Handle incoming phone calls and provide member service
- Possess knowledge of the Credit Unions products and services
- Document all conversations and actions accurately.
- Build relationships with members through cross selling when appropriate
- Refer accounts to repossession agencies, attorneys, collection agencies, and reporting agencies, as appropriate
- Contact other creditors to gain information about delinquent members (Skip Tracing)
- Council members with financial issues and refer to Balance when appropriate
- Respond to ACDV and complete AUD via E-Oscar in a timely manner
- Timely filing of notice of claims for deceased
- Maintain Fair Credit Reporting
- Maintain daily call volumes as assigned by management
- Other duties which may be assigned by management
- Flexible positive attitude with the desire to do the right thing for members.
- Reached out to approximately 70 account holders daily.
- Collaborated with team members to achieve monthly targets, promoting positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
MEMBER SERVICE CENTER REP 1
SUMMIT FEDERAL CREDIT UNION
06.2022 - 06.2023
- Provide over the phone support over Summit Credit Union products and services
- Perform routine transactions and answer account inquires over the phone
- Assist member with accounts, transactions/statement review, transfers, loan payments, balances inquire, check withdrawals, and Speed Pays
- Update and document information learned about members
- Assist in various duties upon management's request
- Participate in special projects as assigned management
- Adhere to credit union and departmental policies and procedures
- Complete file maintenance on member accounts
- Address fee reversal requests efficiently, maintaining strong member relationships and minimizing negative financial impact to the credit union
- Identify members' needs by asking high impact questions and referring them accordingly
- Display excellent interpersonal skills being able to interact professionally and effectively with members over the phone.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Managed approximately 32 incoming calls, emails and faxes per day from customers.
REP 1, SPECTRUM MOBILE CUSTOMER SERVICE
SPECTRUM
01.2022 - 05.2022
- Build relationships
- Mobile Representatives make real difference to customers and company, providing over-the-phone support on a wide range of mobile products and services
- Accounts, billing and diagnostics, enhancements, and repairs
- Address technical inquiries and get services running smoothly
- Talking to customers through fixes
- Understanding the products and customers' sense of urgency to help create satisfying customer experience.
- Managed approximately 30-40 incoming calls, noting accounts, emailing request, inquiring, reporting and assisted customer for lost or stolen merchandise.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
CASINO OPERATIONS ASSISTANT CASINO SHIFT MANAGER
DEL LAGO RESORT & CASINO
01.2017 - 11.2021
- Monitors table games activity and customer play to protect the integrity of games and safeguard casinos assets
- Ensures that table games are adequately staffed to meet customer needs
- Directs opening and closing of individual games based on business levels
- Maintains thorough knowledge of games, house rules, and procedures covering each game within assigned pit(s), slots, and poker
- Explains game rules to employees and customers, as necessary
- Enforces casino rules of play for assigned table games
- Authorizes and supervises table games fills, credits and comps
- Assures proper completion of currency transaction reporting paperwork as require by federal regulation
- Rates customer table game activity and identifies high roller action
- Reviews table games closing and shift change procedures to ensure accurate and complete documentation
- Ensures there is proper communication with staff and between shifts and other departments
- Ensures that gaming activity is conducted in accordance with New York State Gaming regulations
- Demonstrates and provides outstanding customer and employee relations at all times
- Maintain safe work and customer environment while overseeing the investigation and resolution of all customer complaints and issues on their respective shift
- Demonstrates and executes excellent PC, communication, organizational, and delegation skills
- Adhere to clerical duties such as data entry, game reports, credit availability, and filing.
TABLE GAMES FLOOR SUPERVISOR
LAUBERGE CASINO & RESORT
10.2011 - 01.2017
- Oversee table games
- Ensure compliance with federal and state gaming regulations
- Ensure integrity of game is performed from personnel and guest
- Able to multi-task in fast paced settings this include player rating analysis, issuing of comps, and relaying information
- Demonstrate and establish teamwork with other team members
- Lead and direct personnel to enhance job abilities
- Leveraged extensive knowledge of various table games to provide expert guidance on rules, strategies, and proper etiquette to both dealers and patrons alike.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within casino environment.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Enhanced customer experiences by maintaining professional and welcoming gaming environment internally and externally
Education
BACHELORS OF SCIENCE - Health Administration with a Concentration in Information Systems
UNIVERSITY OF PHOENIX
Phoenix, AZ / Online04.2017
ASSOCIATE OF ART - Health Care Administration/Medical Records
UNIVERSITY OF PHOENIX
Phoenix, AZ / Online10.2014
Skills
- Assertiveness
- Repayment plan structuring
- Account Analysis
- Skip Tracing
- Payment schedules
- Credit and collections
- Call center experience
- Customer research
- Debt Recovery Strategies
- Patience and Persistence
- Goal-oriented mindset
Skills Abilities
Finding the areas of strength of individuals and building on that by motivating, developing and directing them to succeed., Using logic and reasoning to identify the strengths and weakness of alternative solutions, conclusions, or tactics to problems., Continuously assessing performances of myself, to enhance the performance for the organization. Clerical and administrative procedures and systems such as word processing, Word, Microsoft Office, PowerPoint, Excel, and managing files and records., CMS (Customer Management System), ACSC (Advanced Casino Systems Corporation) for analyzing customers profit, loss, and ratio of earnings., This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction internal and external., Able to communicate and speak with others with easy to convey information effectively. 26 Years in Customer Service with various cultures, I am able to understand other cultural behaviors and utilize personal communication skills to help better serve customers' needs and concerns. Active listener in giving individuals my full attention to comprehend any questions, concerns, points, and ideas.
References
- Angel Santos III, Del Lago Casino & Resort, Waterloo, NY, Dealer, 585-704-7911
- Rebeka Martin, Del Lago Casino & Resort, Waterloo, NY, Pit Manager, 585-455-6211
- Deborah Dipasquale, The Summit Federal Credit Union, Rochester, NY, Member Service Rep II, 585-410-4890
- Marria Istre, Del Lago Casino & Resort, Waterloo, NY, Casino Manager, 315-946-1777, 337-853-3051
Timeline
COLLECTOR
SUMMIT FEDERAL CREDIT UNION
06.2023 - Current
MEMBER SERVICE CENTER REP 1
SUMMIT FEDERAL CREDIT UNION
06.2022 - 06.2023
REP 1, SPECTRUM MOBILE CUSTOMER SERVICE
SPECTRUM
01.2022 - 05.2022
CASINO OPERATIONS ASSISTANT CASINO SHIFT MANAGER
DEL LAGO RESORT & CASINO
01.2017 - 11.2021
TABLE GAMES FLOOR SUPERVISOR
LAUBERGE CASINO & RESORT
10.2011 - 01.2017
BACHELORS OF SCIENCE - Health Administration with a Concentration in Information Systems
UNIVERSITY OF PHOENIX
ASSOCIATE OF ART - Health Care Administration/Medical Records
UNIVERSITY OF PHOENIX
Similar Profiles
Francine N WebbFrancine N Webb
Member Service Representative at Summit Federal Credit UnionMember Service Representative at Summit Federal Credit Union
Megan MosserMegan Mosser
Member Service Center Representative at The Summit Federal Credit UnionMember Service Center Representative at The Summit Federal Credit Union
Shirley DIRISIOShirley DIRISIO
Member Service Representative at The Summit Federal Credit UnionMember Service Representative at The Summit Federal Credit Union
Jaylyn WilderJaylyn Wilder
Wait Staff Member at Willowridge Senior Living CenterWait Staff Member at Willowridge Senior Living Center
Reander HogueReander Hogue
Assistant Teacher at Caring and Sharing Child CareAssistant Teacher at Caring and Sharing Child Care