Roxanne Hernandez
Plainfield
Summary
Dedicated professional skilled in account management and payment negotiation. Strong attention to detail and compliance adherence, ensuring effective resolution of disputes and enhanced customer satisfaction.
Overview
10
10
years of professional experience
Work History
Debt Collector
Nationwide Credit & Collections
Oak Brook
10.2024 - Current
- Managed account inquiries and provided accurate information to clients.
- Negotiated payment plans and settlements with account holders.
- Updated customer records in collection software system efficiently.
- Reviewed account details and identified potential disputes for resolution.
- Maintained compliance with relevant laws and regulations during collections.
- Conducted follow-up communications to ensure timely payments from clients.
- Documented all interactions in the database for future reference.
- Verified accuracy of account information and updated records accordingly.
- Processed incoming payments from customers according to established procedures.
- Ensured all collection activities complied with applicable laws and regulations.
Assistant Rural Carrier
United States Post Office
Montgomery
09.2023 - 03.2024
- Sorted and organized mail for efficient delivery to rural routes.
- Assisted in loading and unloading postal vehicles during shift changes.
- Delivered mail and packages to designated addresses along assigned routes.
- Collaborated with team members to optimize route efficiency and service quality.
- Drove vehicle and delivered mail to rural locations.
- Collected mail from customers and brought back to facility for processing and sorting.
- Performed daily vehicle inspections before driving route deliveries.
- Delivered packages directly to residences or businesses as required.
Customer Service Representative
TargetCw/Briljent
San Francisco
08.2020 - 04.2023
- Handled customer inquiries via phone and provided accurate information.
- Resolved customer complaints by identifying issues and offering solutions.
- Maintained detailed records of customer interactions in the database.
- Utilized CRM software to track customer interactions and follow-ups.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Maintained accurate records of customer interactions for future reference.
Customer Service Representative
Plumbline Staffing
Plainfield
10.2018 - 03.2020
- Managed customer reservations through phone and online systems.
- Assisted customers with inquiries about services and availability.
- Coordinated booking changes and cancellations effectively.
- Maintained accurate records of customer interactions and bookings.
- Resolved customer complaints with empathy and professionalism.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
Customer Service Representative
Republic Services
Chicago
10.2015 - 07.2018
- Assisted customers with inquiries and resolved issues promptly.
- Maintained knowledge of current promotions and product offerings.
- Documented customer feedback to improve service quality and processes.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities for upselling additional products or services based on customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Strengthened customer retention by offering discount options.
Education
GED -
D.D.EISENHOWER H.S.
Blue Island, IL03-2020
Skills
- Account management
- Payment negotiation
- Compliance adherence
- Data entry
- Collection software
- Customer relationship management
Languages
Spanish
Limited
References
References available upon request.
Timeline
Debt Collector
Nationwide Credit & Collections
10.2024 - Current
Assistant Rural Carrier
United States Post Office
09.2023 - 03.2024
Customer Service Representative
TargetCw/Briljent
08.2020 - 04.2023
Customer Service Representative
Plumbline Staffing
10.2018 - 03.2020
Customer Service Representative
Republic Services
10.2015 - 07.2018
GED -
D.D.EISENHOWER H.S.