Shatara Sullivan
Mauldin,SC
Summary
Personable and deadline-drive Customer Service Representative experienced in working in a fast-paced environment. Solid team player who offers a positive and cooperative attitude.
Overview
11
11
years of professional experience
Work History
Senior Customer Support Specialist (Remote)
Fortive
Greenville, SC
08.2020 - 10.2024
- Provided customer service and technical support for customers via phone, email, and chat.
- Resolved customer inquiries in a timely manner while maintaining high quality standards.
- Developed creative solutions to customer issues that resulted in increased customer satisfaction.
- Assisted customers with product ordering, account setup, billing inquiries, and troubleshooting.
- Conducted regular follow-ups with customers to ensure their satisfaction with our services.
- Monitored incoming emails from customers and responded promptly with accurate information.
- Collaborated closely with other teams to develop strategies for resolving escalated issues quickly.
- Interpreted complex technical information into simple language for non-technical users.
- Implemented new processes and procedures to improve overall efficiency of the department.
- Facilitated training sessions on products or services for both internal staff as well as external clients.
- Provided guidance on best practices when handling difficult customer situations or complaints.
- Ensured compliance with industry regulations related to privacy, security, fraud prevention.
- Participated in team meetings providing updates on progress towards goals or objectives set forth.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored new employees on procedures and policies to maximize team performance.
Tdaf Collections Early Stage
TD Bank
Greenville , SC
01.2020 - 08.2020
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when through phone.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
- Recorded information about customers' financial status and collections status efforts.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Negotiated extensions to assist customers in paying overdue accounts.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Met demands of busy collections group by performing high volume of daily calls.
- Processed payments over phone.
Collections Specialist
Robert Half / Hubbell
Greenville , SC
12.2019 - 01.2020
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Communicated internally with team members and employees across multiple departments and accounting to maintain accurate circulation and billing data.
- Operated SAP to enter financial data.
- Resolved vendor and employee inquiries about invoices and purchases quickly through research.
- Maintained accounting systems with accuracy by entering data precisely and proofreading.
- Collaborated internally with team members and employees across multiple departments.
- Assisted Accounting Analysts with deductions, successfully achieving resolutions and responses.
- Answered office phone calls and emails to direct customers and answer questions.
Accounts Receivable Specialist
Tech24
Greenville, SC
04.2019 - 11.2019
- Routinely contacted account holders with balances over 60-120 days past due to resolve delinquencies
- Interfaced with customers to bring accounts current with suitable repayment plans
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
- Analyzed loss reports and reviewed with senior management to measure overall portfolio performance
- Oversaw disputes resolution and reconciliation for 400+ client accounts
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels
- Partnered with cash application team and credit manager on timely and accurate posting of remittances
- Managed invoicing for organization through cash receipts processing, bank reconciliations and distribution of 400+ invoices monthly
- Generated, mailed and monitored invoices
- Handled wide range of special inquiries and certificates from customers, partners and government agencies
- Reviewed contracts, proposals and waivers to maintain accurate and up-to-date billing
- Prepared and maintained customers’ monthly reconciliation schedules
- Evaluated open accounts to look for past-due balances and pursue collection strategies
- Performed various accounts receivable functions, including cash receipts posting, updating cash flow reports and researching chargebacks and write-offs
- Examined and processed chargeback notifications to customers for payment to avoid releasing debt to outside collection agencies
- Updated and reconciled accounts payable with purchase orders for accuracy
- Maintained account books and accounting systems with accuracy by entering data precisely and proofreading
- Supported department staff by performing wide range of clerical and administrative tasks
- Executed accounts receivable reporting enhancements and reconciliation procedures
- Reached out to customers to verify information and follow up on issues
- Gathered information and entered data into computer system
- Resolved vendor and employee inquiries about invoices and purchases quickly through research
- Formed and sustained strategic relationships with clients
- Initiated payment recovery for overpayment
- Maintained accuracy when reviewing and reconciling general ledger
- Updated customer accounts with interactions, payments and personal information
- Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software
- Performed research and due diligence to resolve issues in timely manner
Collections Representative
Global Lending Services LLC
Greenville, SC
08.2018 - 03.2019
- Reasoned with customers and attempted to negotiate that balances be paid in full
- Entered customers’ financial status information into system
- Handled contracts and payments on accounts
- Used effective questioning techniques to clarify why debtors were delinquent
- Advised debtors on their payment options and set up payment plans for debtors
- Effectively managed inbound and outbound calls daily
- Utilized skip tracing resources such as loan documents
- Handled irate customers in a friendly, honest and firm manner
- Upheld all privacy and security requirements established by regulatory agencies
- Reached out to customers to verify information and follow up on issues
- Updated customer accounts with interactions, payments and personal information
- Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies
- Gathered information and entered data into computer system
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods
Customer Advocate
Verizon Wireless
Greenville, SC
05.2015 - 08.2018
- Served as Point of Contact for several teams.
- Hired and fully trained for CSR (escalations team member) .
- Completed two weeks of customer escalation training.
- Received several rewards for customer satisfaction surveys .
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
- Recommended and helped customers select merchandise based on their needs.
- Tracked down sources of special products and services to meet customers' special needs.
- Consulted with customers on the latest styles and trends.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Answered customers' questions and addressed problems and complaints via phone.
- Processed all sales transactions accurately and in a timely fashion.
- Served as liaison between customers, store personnel and various departments.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback.
- Informed customers about sales and promotions in a friendly and engaging manner.
- Generated leads for new sales through telephone and email contact with customers.
- Informed customers about all product lines and services offered by the company.
- Built and maintained effective relationships with peers and upper management.
- Offered direction and gave constructive feedback to motivate team members.
- Trained new employees on company customer service policies and service level standards.
- Managed quality communication, customer support and product representation for each client.
- Regularly sought opportunities to up sell and add on additional merchandise.
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
- Resolved product/policy issues and shared benefits of new technology.
- Kept abreast of rapidly evolving technology.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Implemented creative solutions to deal with special circumstances.
- Received information about customers problems and devised responses to satisfy concerns.
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
- Answered customers' questions and addressed problems and complaints via phone.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback.
Retention Rep 8/09-1/11/Sales Support 07/14-03/15
Spectrum
Greenville, SC
06.2014 - 03.2015
- Adhered to scripted responses and standardized plans to address problems.
- Implemented creative solutions to deal with special circumstances.
- Trained new employees on company customer service policies and service level standards.
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Lowest disconnect rate in all three call centers.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Confirmed that appropriate changes were made to resolve customers' problems.
- Interacted with prospects by asking appropriate open-ended questions to better understand needs and requirements.
- Communicated with customers as soon as issues arose to immediately determine a resolution before the problem escalated.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Consistently met and exceeded department expectations for productivity and accuracy levels.
- Maintained a strong understanding of competitors, their offerings and their presence in assigned territory.
- Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
- Remedied customer challenges by providing relevant cable products and services.
Collections Specialist
Resurgent Capital Services/ Shellpoint Mortgage
Greenville, SC
12.2013 - 06.2014
- Located debtors by utilizing skip tracking and other strategies.
- Maintained consistent high performance with a solid record of achieving or exceeding objectives.
- Reviewed accounts to determine payment plan compliance.
- Overcame objections by applying advanced training and persuasion techniques.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Kept calm, stayed professional and provided exceptional service on all calls.
- Met demands of busy collections group by performing a high volume of daily calls.
- Managed manual and automatically dialed outbound calls in a call center environment.
- Mentored new members on scripts, strategies and company information to maximize performance.
- Processed payments over the phone and set up recurring drafts.
- Determined best short- and long-term tracking methodology.
- Created and distributed updated customer statements.
- Gathered information and entered data into computer system.
- Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Reached out to customers to verify information and follow up on issues.
- Updated customer accounts with interactions, payments and personal information.
- Received, recorded, and banked cash, checks, and vouchers as well as reconciled records of bank transactions.
- Received and submitted payments and applied amounts to customer balances.
- Completed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Supported department staff by performing a wide range of clerical and administrative tasks.
- Maintained confidential information, such as pay rates, bonus targets and pay grades.
Education
Associate of Applied Science - Medical Assisting
ECPI University
2006
Skills
- Customer service expert
- Strong communication skills
- Flexible scheduling
- Superior organization skills
- Automatic call distribution ACD system
- MS Office proficient
- Resolution-oriented
- Seasoned in conflict resolution
- Sharp problem solver
- Effective team player
- Detail-oriented
- Cheerful and energetic
- Avaya software customer management systems
Timeline
Senior Customer Support Specialist (Remote)
Fortive
08.2020 - 10.2024
Tdaf Collections Early Stage
TD Bank
01.2020 - 08.2020
Collections Specialist
Robert Half / Hubbell
12.2019 - 01.2020
Accounts Receivable Specialist
Tech24
04.2019 - 11.2019
Collections Representative
Global Lending Services LLC
08.2018 - 03.2019
Customer Advocate
Verizon Wireless
05.2015 - 08.2018
Retention Rep 8/09-1/11/Sales Support 07/14-03/15
Spectrum
06.2014 - 03.2015
Collections Specialist
Resurgent Capital Services/ Shellpoint Mortgage
12.2013 - 06.2014
Associate of Applied Science - Medical Assisting
ECPI University
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