Shawn'Tranet Lang
Laveen,USA
Summary
Highly experienced customer service and collections specialist, with a proven track record of optimizing inventory accuracy and delivering exceptional client support. Skilled in one call resolutions, problem resolutions, and customer satisfaction. Detail-oriented Collections Agent with [number]+ years of experience in collecting delinquent accounts, resolving customer disputes, and managing customer accounts. Skilled in utilizing various collection software, providing excellent customer service, and maintaining accurate records. Results-driven Collections Agent with a track record of successful collection of delinquent accounts and resolution of customer disputes. Skilled in using collection software, providing exceptional customer service, and maintaining accurate records.
Overview
10
10
years of professional experience
Work History
Insurance Adjuster
Custard Insurance Adjusters Inc.
Phoenix, Arizona
11.2022 - 06.2025
- Successfully managed a caseload of over 200 insurance claims as an Insurance Adjuster.
- Managed [number] insurance claims efficiently to ensure timely processing and settlement.
- Negotiated with clients to achieve a [number]% increase in claim settlements.
- Utilized advanced analytical tools to identify fraudulent claims, reducing losses by [number]%.
- Collaborated with legal team to resolve complex claims and avoid litigation, saving the company [number] in legal fees.
- Provided exceptional customer service, resulting in a [number]% increase in customer satisfaction scores.
Collections Agent
American Express, AMEX
Phoenix, Arizona
10.2018 - 11.2022
- Achieved [number]% success rate in resolving overdue payments, exceeding the company's targets.
- Implemented new communication strategies that reduced customer complaints by [number]%.
- Led a team of [number] collections agents, resulting in a [number]% increase in overall team productivity.
- Negotiated payment plans with customers, resulting in a [number]% decrease in bad debt write-offs.
- Utilized advanced negotiation skills to recover [number]% more funds compared to previous collections agents.
- Manage accounts with high balance due on American Express credit cards.
Customer Service Representative
Waste Management Company
Phoenix, Arizona
06.2015 - 04.2018
- Resolved [number] customer inquiries per day via phone and email, maintaining a high satisfaction rate.
- Achieved a [number]% increase in customer retention through personalized customer service.
- Collaborated with team members to streamline processes, resulting in a [number]% reduction in average handling time.
- Consistently met and exceeded monthly sales targets by [number]%.
- Implemented a new customer feedback system that improved overall customer satisfaction by [number]%.
- Handled inbound calls over GMA and Florida areas concerning trash pick up, miss pick ups, bulk and yard waste pick up scheduling.
Education
Bachelor of Business Administration - Business Administration
05.2019
Skills
- Financial Planning
- Strategic Planning
- Data Migration
- Process Improvement
Timeline
Insurance Adjuster
Custard Insurance Adjusters Inc.
11.2022 - 06.2025
Collections Agent
American Express, AMEX
10.2018 - 11.2022
Customer Service Representative
Waste Management Company
06.2015 - 04.2018