Raven Smith
West Chicago,IL
Summary
Highly motivated customer service specialist with over 4 years of experience. Eager to contribute to the company's success in ensuring client satisfaction. Demonstrated expertise in assisting and training multiple employees in various aspects of customer care, conflict resolution, effective communication, and fostering teamwork. Committed to delivering exceptional service and maintaining positive relationships with clients to drive business growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Collections Representative I
Enova Financial
10.2019 - Current
- Apply a professional attitude and image for all internal and external customers
- Established rapport with customers through active listening and empathetic communication techniques.
- Responded to customer inquiries and provided detailed account information.
- Streamlined collections processes for improved efficiency and faster debt recovery.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Achieved performance goals on a consistent basis.
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Managed high-volume call center environment, handled approximately 100 inbound and outbound calls professionally and efficiently.
Call Center Representative
160 Driving Academy
05.2018 - 11.2018
- Assist in over 20 recruiting prospective students via telephone and compose their paperwork for processing; Communicate with students and colleagues using Outlook, Salesforce, or faxing
- Effectively administer assigned phone calls, receive payment and billing invoices, and document receipts for services using Salesforce
- Maintain active knowledge of all programs and services offered to inform potential students efficiently
- Utilize various tools to answer, screen, or forward calls, provide information, take messages, or schedule appointments.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries promptly.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
Full Service Sales Associate
The Spot for Fits and Kicks
11.2017 - 05.2018
- Answers customer requests or inquiries concerning products thoroughly and accurately
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted in training approximately 15 new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coins, currency, payment cards, and receipts to customers.
- Managed returns, exchanges, and refunds by store policy.
- Built relationships with customers to encourage repeat business.
- Provided positive first impressions to welcome existing, new, and potential customers.
Asset Protection Specialist
Carson Pirie Scott
07.2015 - 05.2018
- Respond to customer and/or associate incidents to facilitate a resolution and minimize company liability
- Have knowledge of and maintain strict compliance with the law and company policies concerning apprehensions, searches and seizures, and the preservation of evidence
- Oversee audits via web-based programs to ensure sales department compliance to merchandise exposure standards and asset protection policies
- Perform other duties as necessary or instructed
- Promote shortage awareness and theft deterrence among associates by conducting meetings and participating in training events.
- Maintained accurate records of all incidents, ensuring proper documentation for future reference and analysis.
- Assisted in the hiring and training of over 10 new asset protection team members, while also ensuring a consistent level of excellence across all personnel.
- Partnered with local law enforcement agencies to address external theft and promote a secure shopping environment for customers.
- Developed strong working relationships with store employees, fostering a culture of accountability in protecting company assets.
Retail Sales Manager
Sprint
01.2015 - 11.2017
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service products
- Administer, arrange, and assess the company in sales and service, accounting and record keeping, and receiving and shipping operations
- Adhere to all company policies, procedures, and general ethics and ensure the policies are understood, communicated, and implemented within the group
- Confer with potential customers regarding equipment needs and advise customers on types of equipment to purchase.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at the end of each shift.
- Boosted sales performance by implementing effective visual merchandising and store layouts.
- Trained over 10 new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
- Maintained the company's visual merchandise standards through general housekeeping and planograms.
- Trained team members in successful strategies to meet operational and sales targets.
Education
Associate of Applied Science - Addictions Study
Kennedy King College
Chicago, IL05.2026
Paralegal Studies Certificate -
Governors State University
University Park, IL02.2020
High School Diploma -
Bloom High School
Chicago Heights, IL05.2013
Skills
- Team Player
- Team Collaboration
- Conflict Resolution
- Customer Service
- Problem-solving abilities
- Computer Proficiency
- Administrative Support
- Leadership
Personal Information
Title: Paralegal/Legal Assistant
Affiliations
- Phi Beta Sigma Auxiliary
Certification
- Food Handler Certification, 2024
- First Aid/CPR Certified
Timeline
Collections Representative I
Enova Financial
10.2019 - Current
Call Center Representative
160 Driving Academy
05.2018 - 11.2018
Full Service Sales Associate
The Spot for Fits and Kicks
11.2017 - 05.2018
Asset Protection Specialist
Carson Pirie Scott
07.2015 - 05.2018
Retail Sales Manager
Sprint
01.2015 - 11.2017
- Food Handler Certification, 2024
- First Aid/CPR Certified
Associate of Applied Science - Addictions Study
Kennedy King College
Paralegal Studies Certificate -
Governors State University
High School Diploma -
Bloom High School
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