SHANTEE LANIER
Jonesboro,Georgia
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Collections Agent
American Credit Acceptance
10.2023 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Reached out to approximately 80 account holders daily.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Responded to customer inquiries and provided detailed account information.
Workforce Real Time Analyst
Chime Solutions
01.2022 - 08.2023
- Monitored real-time stats and adjusted workflows to maintain optimal service levels
- Develop interval level forecasts for multiple lines of business organized across several sites
- Providing assistance to other scheduling/forecasting analysts as needed in a team environment
- Working with numbers, data analysis and reporting
- Monitor schedules and workforce software to inform Operations leaders when phone time is over the established threshold, and identify employee(s) out of adherence
- Respond promptly to emails and chat requests.
- Send reports out each morning to detail previous day results.
- Optimized schedules, forecasts and other tools to present to management.
- Monitor callout's, tardiness, and PTO. Enter real-time exceptions into workforce management tracking systems. includes absence, tardiness, training, meetings, overtime, and shift adjustments.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Customer Service Representative
Chime Solutions
12.2018 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Multi-task; using multiple computer screens and programs simultaneously while conversing with the customer in a fast paced environment
- Excellent verbal and written communication skills Ability to meet and exceed performance goals / metrics
- Handle changes in policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
Customer Service Representative
Adecco
02.2016 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Penn Foster High School
02.2024
High School Diploma -
Camden County High School
Kingsland, GA05.2011
Skills
- Performance Appraisal
- Customer Satisfaction
- Adaptable to Changing Conditions
- Workforce Scheduling
- Remote Conferencing and Communication
- Call Monitoring Feedback
- Workforce Management Tools
- Status Updates
- Workforce Efficiency
- Payment Arrangement
- Skip Tracing
- Account Management
- Debt Negotiation
- Repayment plan structuring
- Collections
- Outbound Calling
- Relationship Building
- Call center experience
- Account Review
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Documentation
- De-Escalation Techniques
- Live chat support
- Research
- Proofreading
- Appointment Scheduling
- Patient confidentiality
- Policy Adherence
- Stress Tolerance
- HIPAA Compliance
- Multitasking and Organization
- Problem-Solving
- Information Collection
Accomplishments
- Received "customer service representative of the month" award out of 12 other representatives on the team. Results were based on customer satisfaction, and graded performance
- Consistently met performance milestones in speed and, accuracy. Acknowledging and resolving customer complaints.
- Demonstrated organizational skills by cross-training and providing backup for other customer service representatives when needed.
- Delivered an exceptional customer service experience, resolved issues and shared benefits of additional services offered
Certification
- Real Time Analyst Training - Within three months of training.
Timeline
Collections Agent
American Credit Acceptance
10.2023 - Current
Workforce Real Time Analyst
Chime Solutions
01.2022 - 08.2023
Customer Service Representative
Chime Solutions
12.2018 - 01.2022
Customer Service Representative
Adecco
02.2016 - 11.2018
High School Diploma -
Penn Foster High School
High School Diploma -
Camden County High School
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