Alicia Smith
Dover,DE
Summary
Results-driven Customer Service Professional with 15+ years of progressive experience in management, training and Administrative work in the customer service settings. Adept at thinking strategically, translating plans into action, and exhibiting excellent judgement to overcome issues in a fast-paced environment. A highly analytical and detail oriented problem solver with excellent time management and organization skills. Strong track record of exceeding proformance objectives, leading teams, and improving work processes.
Overview
16
16
years of professional experience
Work History
Senior Key Accounts Manager
Jags Premier Group
Dover , De
10.2021 - Current
- Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
- Cultivated client loyalty through consistent quality, productivity, exemplary service and proactive management.
- Identified new business opportunities and leads for key clients.
- Addressed client questions and resolved complaints related to products, services and accounts.
- Utilized sales data and client feedback to improve organizational strategies.
- Negotiated contract terms with clients and established important deadlines.
- Implemented solutions and strategies to keep clients from turning to competitive businesses.
- Hired and onboarded team members to meet immediate and expected demand.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
Customer Service Specialist (Remote)
MAP Communications
Dover , De
07.2015 - 11.2022
- Utilized active listening and communication skills to address customer inquiries and escalate issues to Physicians and supervisors Scheduled.
- Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies.
- Composed and distributed patient messages to appropriate staff.
- Coordinated schedules and set appointments by calling Patients and Doctors.
- Protected patients by observing strict HIPAA guidelines.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Collections Specialist
RUI Credit Services
Melville, NY
09.2014 - 07.2015
- Answered inbound calls averaging 200 calls per day
- Processed and completed customer transactions using credit and checking accounts
- Recorded payments and produced excel spreadsheets to evaluate payments
- Provided exceptional customer service expressing empathy and the important of all customer concerns
- Answered questions regarding store and products, while maintaining knowledge of current sales and store
- Directed calls to appropriate individuals and departments
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Completed skip traces on customers failing respond to collection efforts.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
Collections Specialist
AvalonBay Communities
Virginia Beach, VA
11.2012 - 08.2014
- Contacted residents and advised of balances and account updates
- Developed detailed spreadsheets organizing resident information
- Set task and follow up appointments with residents
- Reviewed and provided detailed account information for clients
- Processed credit and checking payments
- Provided excellent customer service ensuring customer satisfaction
- Operated different computer programs to assess and evaluate customers account
- Met demands of busy collections group by performing high volume of daily calls.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Completed skip traces on customers failing respond to collection efforts.
- Developed collection methods to achieve or exceed company financial goals.
Customer Service Representative/ Billing Analyst
National Grid
Brooklyn, NY
09.2008 - 04.2012
- Built strong relationships with accounts by focusing on exceptional communication.
- Maintained accurate customer account information and databases.
- Identified customers' needs to recommend specific features.
- Answered customers' questions regarding orders, billing and returns.
- Delivered exceptional end-to-order service by providing cohesive customer experience.
- Reviewed contact and account history to make quality outbound calls.
- Scrutinized customers' order activities to determine best options and plans.
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Implemented and followed up on sales directives from management.
- Handled spirited customer conversations and alleviated disputes using appropriate communication skills and conflict resolution techniques.
Education
Diploma - Vocal Music, Business Management
Humanities And Arts Magnet School
Bachelor of Science - Accounting And Business Management
University of Phoenix
Skills
- Microsoft Office: Word, Excel, PowerPoint and Outlook
- Telephone etiquette
- Applicant support and service
- Computer skills
- MS Office
- Team management
- Flexible
- Active listening
- Relationship building
- Decision-making
- Supervision
Timeline
Senior Key Accounts Manager
Jags Premier Group
10.2021 - Current
Customer Service Specialist (Remote)
MAP Communications
07.2015 - 11.2022
Collections Specialist
RUI Credit Services
09.2014 - 07.2015
Collections Specialist
AvalonBay Communities
11.2012 - 08.2014
Customer Service Representative/ Billing Analyst
National Grid
09.2008 - 04.2012
Diploma - Vocal Music, Business Management
Humanities And Arts Magnet School
Bachelor of Science - Accounting And Business Management
University of Phoenix
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