Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rena Palmer

Missouri City,TX

Summary

Excellent communication skills both verbal and written. Effective at motivating, developing and training individuals. Adept at interpreting complex information and delivering it to cross-functional business units. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Overview

21
21
years of professional experience

Work History

Collection Customer Service Rep

Linebarger, Goggan, Blair ,and Sampson
08.2022 - Current
  • Received incoming telephone calls and assist customers about questions on delinquent accounts
  • Identified, initiated, and facilitated resolution of all customers issues
  • Effectively managed high-volumes of inbound and outbound customer calls
  • Gathered and verified all required customer information for tracking purposes
  • Collected on tolls for serval different stated that had been paid
  • Daily goals of 200 per day call, collected $6000.00 or monthly.

Office Manager Trainee / Auditor

HomeTeam Pest Defense
11.2019 - 08.2022
  • Partnering with branch leadership to manage expectations and meet deadlines
  • Assisting with accounts receivable and collection efforts
  • Negotiates the purchase of office supplies and equipment in accordance with company purchasing policies and budgetary restrictions
  • Data entry of initial and ongoing services
  • Schedule and map efficient routes to coincide with customer and company availability
  • Process payments, discounts and credits, acquire and maintain autopay information
  • Review and validate technician paperwork for completeness and accuracy
  • Maintain customer files on computer and in manual filing system
  • Delegate customer communication processes internal and external
  • Confirm customer received quality service
  • Resolve escalated customer concerns
  • Assist in hiring process
  • Onboard, train and develop new hires
  • Assist in monthly account reconciliation reporting.

Customer Service Rep II

Home Team Pest Defense
09.2018 - 11.2019
  • Assisted customers with new service, discontinuation of service, transferring service, billing inquiries and adjustments
  • Inbound/ Outbound call handling
  • Issue resolution
  • Successfully contacted customers to collect past due payments
  • Map and schedule efficient routes for technicians to include unplanned add on calls
  • Dispatch technicians throughout the day to ensure all routes successful completion
  • Process checks and complete daily bank deposits.

Office Researcher

Aerotek (Townsquare Energy) S, Texas
05.2018 - 03.2019
  • Resolved incoming calls, work with the PUC on rates and Data research
  • Doing Market Research for Texas Energy providers
  • Spreadsheets and updating paperwork and other documents.

Interim Operation Manager

Cox Communications
12.2017 - 05.2018
  • Hire, train and onboard new Call Center Agents as required to meet quotas
  • Provide Coaching and assistance to the agents on an ongoing basis
  • Oversee and ensure conflict resolution between the agents and customer
  • Made sure all employed follow the company policies.

Supervisor

Centerpoint Energy
02.2015 - 12.2017
  • Ensure all key point indicators are met for all great site performance
  • Work with Workforce Management team, making sure staffing and adherence needs
  • Meet with manager on weekly basis to discuss finances, and overall site performance
  • Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback
  • Strategizing and monitoring daily activities of customer service operation
  • Assisting customer service staff with duties where required.

Supervisor

Center Point Energy
10.2013 - 01.2015
  • Directed a team of 30 call center agents
  • Planned section activities and assigned tasks to personnel
  • Resolved problems and interpersonal conflict in sections
  • Worked with Workforce Management staffing needs and overtime
  • Resolved problems with customers when supervisor was requested or required.

Customer Service Lead Customer Service Rep

Center Point Energy
03.2007 - 01.2013
  • Maintained Agent Daily Performance Report and attendance record
  • Coaching/Development sessions and developed new procedures in call center
  • Handled urgent and escalated calls
  • Subject matter expert on SAP for the customer service reps.

Customer Service Representative / Trainer/ Call Center

CenterPoint Energy
05.2003 - 03.2007
  • Assisted customers with new service, discontinuation of service, transferring service, billing inquiries and adjustments
  • Took and made inbound/outbound calls
  • Trained new hires ensuring knowledge of SAP, navigation, and database
  • Maintaining documentation pertaining to customer service training and activities.

Education

Bachelor of Arts - Business Management

Southern University
Baton Rouge, LA
08.1997

Business Management (on-line studies) -

Axia College Western University
08.2010

Skills

  • MS Office
  • Data Entry
  • Data Analysis
  • SAP
  • SharePoint
  • Market Research
  • Lotus Notes
  • VOIP
  • Avaya
  • Oracle Database
  • Customer Service
  • Customer Retention
  • Multi-tasking
  • Process Improvement
  • Teamwork
  • Excellent communication
  • Management
  • Interpersonal skills
  • PestPac System
  • Customer Relationship Management
  • Cubs
  • ProAlign
  • ARM Solutions
  • Podium
  • Secure Systems
  • Cisco Jabber
  • Composer
  • Goal-Oriented

Timeline

Collection Customer Service Rep

Linebarger, Goggan, Blair ,and Sampson
08.2022 - Current

Office Manager Trainee / Auditor

HomeTeam Pest Defense
11.2019 - 08.2022

Customer Service Rep II

Home Team Pest Defense
09.2018 - 11.2019

Office Researcher

Aerotek (Townsquare Energy) S, Texas
05.2018 - 03.2019

Interim Operation Manager

Cox Communications
12.2017 - 05.2018

Supervisor

Centerpoint Energy
02.2015 - 12.2017

Supervisor

Center Point Energy
10.2013 - 01.2015

Customer Service Lead Customer Service Rep

Center Point Energy
03.2007 - 01.2013

Customer Service Representative / Trainer/ Call Center

CenterPoint Energy
05.2003 - 03.2007

Bachelor of Arts - Business Management

Southern University

Business Management (on-line studies) -

Axia College Western University
Rena Palmer