Skilled professional with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Hi, I’m
Sherella Saunders
McDonough,GA
Summary
Overview
6
years of professional experience
Work History
Miami Dade County Credit & Collections Dept
Debt Collector
08.2018 - 05.2021
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected on delinquent accounts to reduce overdue balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Maintained consistently high success rate of collecting on overdue accounts.
ProCare Pharmacy
Chargeback Specialist
02.2018 - 08.2018
Job overview
- Maintained files and controlled records to show correspondence activities.
- Presented clear and concise explanations of governing rules and regulations.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Completed form letters in response to requests or problems identified by correspondence.
- Process chargebacks to credit cards
- Constant contact with credit card companies to resolve complaints
- Some collections effects made to recover amounts due to chargebacks
Verizon Wireless Corporation
Business Government Coordinator
10.2015 - 11.2017
Job overview
- Performed research, scheduled meetings and kept calendars for management leaders.
- Prioritized time and actions to drive positive results in high-volume processing environment.
- Maintained knowledge of new developments within department.
- Verified enforcement of applicable internal policies, federal and state laws and regulations within department.
- Fast paced work environment with high volumes of inbound calls.
- Troubleshoot hardware and software issues. Identify network issues and problems with devices.
- Daily metrics meet, 100% NPS, customer satisfaction on survey.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Hialeah High SchoolHialeah, FL
High School Diploma
06.1999
University Overview
Skills
- Managing Defaults
- Scripted Conversations
- Administrative Support
- Quarterly Reviews
- Payment Acceptance
- Collection Calls
- Call Center Processes
- Collections Best Practices
- Process Payments
- Customer Advising and Referral
- Managing Delinquent Accounts
- Administration and Management
- Pleasant Telephone Demeanor
- Negotiation
Languages
English
Professional Working
Timeline
Debt Collector
Miami Dade County Credit & Collections Dept
08.2018 - 05.2021
Chargeback Specialist
ProCare Pharmacy
02.2018 - 08.2018
Business Government Coordinator
Verizon Wireless Corporation
10.2015 - 11.2017
Hialeah High School
High School Diploma
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