Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rashawnda Cardwell

Danville,VA

Summary

Proven Customer Support Specialist with a track record of excellence at Portfolio Recovery Associates, showcasing top sales performance and exceptional customer relations. Achieved significant performance improvements, demonstrating a goal-oriented mindset and multitasking abilities without compromising quality. Consistently recognized for resolving complex issues and improving customer satisfaction. Demonstrated ability in fostering positive client interactions and maintaining high service standards.

Overview

4
4
years of professional experience

Work History

Caesars Rewards Representative

Caesars Danville Casino
07.2024 - Current
  • Greet customers pleasantly to maximize rapport and provide a welcoming atmosphere.
  • Address customer complaints timely and professionally to maintain customer confidence within Caesars brand.
  • Developed and maintained positive customer relations and coordinat with team members to properly handle requests and questions.
  • Seek out and identify new slot customers on the casino floor for the Caesars Rewards Program.
  • Maintains integrity of database by following high standards of data entry and verification.
  • Ensures the protection of customer’s rewards and credit lines.
  • Being aware of the constant changes and enhancements of the Caesars Rewards program and its benefits.

Customer Service Representative (WFH)

Alorica Inc
03.2023 - 07.2024


  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Reviewed bills and account information with customer to help them pay or edit their account information.
  • Helped empower customers with ways to reduce energy costs through energy efficiency.
  • Assisted customers with viewing their online portal to be able to pay bills, edit their account themselves.

Customer Support Specialist

Portfolio Recovery Associates
01.2021 - 03.2023
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Maintained an excellent call quality within the standard Metrics and adhering to established procedures.
  • Top Sales Performer for my team.
  • Creating payment plans, requesting payment information, and taking action if customers dispute accounts.
  • Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension.
  • Verifying and updating account information.
  • At one point I was appointed trainer and assisted new employees with learning the system and how to maneuver around calls.

Education

High School Diploma -

Galileo Magnet High School
Danville, VA
05-2012

Skills

  • Customer support

  • Goal-oriented mindset

  • Customer relations

  • Data entry proficiency

  • Staff training

  • Technical troubleshooting

  • Sales support

  • Performance improvement

  • Systems and software expertise

  • Multitasking Abilities

  • Excellent communication

  • Teamwork and collaboration

Languages

English
Native or Bilingual

Timeline

Caesars Rewards Representative

Caesars Danville Casino
07.2024 - Current

Customer Service Representative (WFH)

Alorica Inc
03.2023 - 07.2024

Customer Support Specialist

Portfolio Recovery Associates
01.2021 - 03.2023

High School Diploma -

Galileo Magnet High School

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Rashawnda Cardwell