SHANIA BETHUNE
Call Center Customer Service Representative
Milwaukee,WI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
COLLECTIONS
AURORA HEALTH CARE
New Berlin, WI
05.2017 - 03.2020
- Successfully reviewing and processing open accounts for collection efforts
- Providing excellent customer service by negotiating down payments and providing payment plan options to assist customers
- Accurately collecting customer payments in accordance of policies and procedures
- Accurately notating accounts with actions taken and tracking complaints
- Effectively communicating clearly, concisely, and professionally
- Improving customer relations through outbound collection calls and solving problems with empathy.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Counseled debtors on payment options and arranged installment agreements.
CUSTOMER SERVICE REPRESENTATIVE
Milwaukee Center for Independence
02.2016 - 05.2017
- Managing multiple tasks and effectively responding to inbound inquires for payroll
- Accurately updating payroll information utilizing multiple internal systems to notate accounts
- Making exceptions for deviations from standard procedures
- Successfully making over forty outbound calls daily
- Effectively responding to email inquiries
- Providing excellent customer service while resolving critical escalations
- Compassionately responding to incoming calls
- Processing timesheets, verifying, editing, and entering account data into multiple internal system applications
- Communicating and upholding MCIF policies and procedures.
TELECOLLECTOR | WE ENERGIES
08.2007 - 10.2015
- Effectively negotiating customer payment plans and processing reconnection requests
- Responding 70 to 80 inbound calls daily
- Accurately using CSS customer service application to manage and process connection relocation orders
- Successfully completed ongoing training courses
- Accurately notating accounts with updates and payments
- Resolving customer complaints and deescalating dissatisfied customers
- Managing multiple accounts and establishing repayment schedules based on individual financial situations
- Professionally resolving customer inquiries and troubleshooting account issues
- Providing excellent customer service by offering energy saving tips.
Education
High School Diploma -
Custer High School
Skills
- MS Word Collections Excellent Customer Service Skills Microsoft Outlook Microsoft Teams Excellent Verbal Communication
- Skills Interpersonal Communication Skills Active Listening Conflict Management Skills Critical Thinking Excellent Written
- Communication Time Management Skills Organization Skills Working Remote Collaboration Multitasking Attention to
- Detail
Timeline
COLLECTIONS
AURORA HEALTH CARE
05.2017 - 03.2020
CUSTOMER SERVICE REPRESENTATIVE
Milwaukee Center for Independence
02.2016 - 05.2017
TELECOLLECTOR | WE ENERGIES
08.2007 - 10.2015
High School Diploma -
Custer High School
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