Shantreka Thomas
Millbrook,AL
Summary
Versatile and results-driven professional with a proven track record at American Water, adept in debt negotiation and enhancing customer relationships. Excelled in fast-paced environments, leveraging skills in account management and empathetic communication to exceed performance goals. Skilled in training and team leadership, consistently improving efficiency and client satisfaction without compromising quality.
Overview
9
9
years of professional experience
Work History
Collections Agent
American Water
07.2023 - 10.2024
- Maintained high volume of calls and met demands of busy and productive group.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained accurate records of customer accounts, payments and payment plans.
- Researched billing errors and discrepancies to initiate corrective action.
Lab Technician
Coca Cola Bottling United
09.2021 - 07.2023
- Maintained documentation on tests performed in lab.
- Managed inventory of laboratory supplies, reducing waste and optimizing resource allocation.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Conducted routine quality control checks to ensure accurate test results and maintain laboratory standards.
- Cooperated with other technicians to develop and test new protocols.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Documented experimental procedures thoroughly, facilitating effective communication among team members.
- Coordinated with external laboratories in performing specialized tests or analyses.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Troubleshot equipment malfunctions, ensuring minimal downtime and maintaining optimal functionality.
- Enhanced laboratory efficiency by streamlining sample collection and processing procedures.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Voice Agent
AT&T
03.2020 - 09.2021
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Production Team Leader
Hanil USA
03.2016 - 03.2020
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output, and boost overall quality.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for growth or advancement.
- Implemented lean manufacturing principles within the team, reducing waste and increasing overall efficiency levels.
- Actively participated in continuous improvement initiatives, contributing valuable insights on process optimization strategies.
- Collaborated with cross-functional teams to ensure seamless integration of processes from design to final assembly.
- Facilitated regular team meetings to discuss progress towards goals, identify challenges, and develop solutions collaboratively.
- Boosted efficiency by coordinating projects and assignments for [Number] team members.
- Improved employee morale by fostering a positive work environment through clear communication and supportive leadership.
- Met production targets and tight deadlines by collaborating closely with team members.
- Reduced waste and increased profitability through effective inventory management and quality control measures.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
05.2006
Skills
- Payment Arrangement
- Skip Tracing
- Collections processing
- Account Management
- Credit adjustments
- Debt Negotiation
- Billing Procedures
- Repayment plan structuring
- Account Auditing
- Billing and collections best practices
- Repayment negotiations
- Outbound Calling
- Collections
- Goals and performance
- Relationship Building
- Credit and collections
- New Hire Training
- Call center experience
- Account Review
- Customer research
- Sales experience
- Payment Acceptance
- Supply Ordering
- Call center background
- Billing practices
- Payment plan coordination
- Payment Processing
- Decision-Making
- Problem Identification
- Basic Mathematics
- Training and Teaching
Timeline
Collections Agent - American Water
07.2023 - 10.2024
Lab Technician - Coca Cola Bottling United
09.2021 - 07.2023
Voice Agent - AT&T
03.2020 - 09.2021
Production Team Leader - Hanil USA
03.2016 - 03.2020
Tallassee High School - High School Diploma,
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