Raeshawn Bowser
Imperial Beach,CA
Summary
Dedicated B2B professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Service Manager
American Specialty Health
07.2018 - 03.2024
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Elevated call center performance by spearheading a robust training program.
- Analyzed call center metrics to identify training needs, enhancing overall efficiency. Led a team in revising training programs, resulting in improved customer satisfaction. Pioneered a mentorship program for new hires, increasing retention by fostering growth.
- Introduced cutting-edge training methodologies enhancing employee engagement.
- Ensured compliance by meticulously updating training content with latest HIPAA regulations.
- Boosted team morale and efficiency by providing targeted feedback to customer service reps.
- Optimized call center operations through in-depth analysis and feedback implementation.
- Revolutionized training by integrating advanced methodologies, enhancing team engagement.
- Analyzed call center metrics to identify training needs, enhancing overall efficiency.
Client Service Manager
Del Toro Loan Servicing, Inc.
10.2017 - 05.2018
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Spearheaded initiatives aimed at enhancing website layout for optimal customer flow and product visibility.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Streamlined audit processes, enhancing operational efficiency and compliance.
- Led audit program creation, driving compliance improvement and reducing vulnerabilities.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Identified new business opportunities through proactive market analysis and engagement with potential clients.
- Reduced turnaround times on client requests by streamlining work processes.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
Sales Specialist
First Associates Loan Servicing
12.2011 - 10.2017
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Exceeded targets by building, directing, and motivating a highperforming sales team.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assessed vendor products and maintained positive vendor relations.
- Developed pricing strategies while balancing firm objectives with customer satisfaction maximization.
Collection Supervisor
AIS Services LLC
03.2008 - 12.2011
- Resolved escalated collection cases by working closely with legal teams and providing necessary documentation support during litigation processes.
- Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
- Optimized call center operations by streamlining call scripts and schedules for maximum effectiveness in reaching delinquent accounts holders.
- Facilitated open channels of communication within the team, promoting collaboration and information sharing among members.
- Implemented proactive measures to minimize bad debt exposure by conducting risk assessments on high-risk accounts before granting credit extensions or terms adjustments.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
- Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.
- Worked with legal resources and recovery teams to manage default issues.
Legal Collection Representative
Law Office Of Patenaude & Felix
03.2006 - 03.2008
- Utilized various skip tracing techniques to locate hard-to-find debtors and recover outstanding balances owed.
- Ensured timely follow-up on outstanding accounts, minimizing potential losses due to non-payment or delayed payments.
- Balanced diplomacy with assertiveness when working with customers, ensuring respectful communication while maintaining a focus on collections objectives.
- Managed a high volume of accounts, prioritizing tasks to maximize productivity and results.
- Streamlined internal processes by regularly updating collections procedures, increasing efficiency within the department.
- Negotiated favorable settlements with debtors, balancing company interests and client needs for mutually beneficial agreements.
- Reduced delinquency rates through effective negotiation and payment plan arrangements with clients.
- Participated in ongoing professional development opportunities to stay current on industry trends, regulations, and emerging technologies.
- Conducted customer credit evaluations for accurate risk assessment and informed decisionmaking.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Entered client details and notes into system for interdepartmental access and review.
Education
Associate of Applied Science - Audio Engineering
Grossmont College
El Cajon, CA06.2008
High School Diploma -
Mount Carmel High School
San Diego, CA06.2004
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Written and Verbal Communication
- Vendor relations
- Product knowledge
- Operational leadership
- Process improvements
- Staff Management
- Strategic planning
- Reliable and Responsible
Timeline
Service Manager
American Specialty Health
07.2018 - 03.2024
Client Service Manager
Del Toro Loan Servicing, Inc.
10.2017 - 05.2018
Sales Specialist
First Associates Loan Servicing
12.2011 - 10.2017
Collection Supervisor
AIS Services LLC
03.2008 - 12.2011
Legal Collection Representative
Law Office Of Patenaude & Felix
03.2006 - 03.2008
Associate of Applied Science - Audio Engineering
Grossmont College
High School Diploma -
Mount Carmel High School
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