Sondra Helton

Work History

Customer Service Representative

Ansafone

Ocala, FL

04.2021 - 11.2023

Provided excellent customer service to resolve customer complaints in a timely manner.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Developed strong relationships with customers by providing personalized assistance and support.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.
Developed strong customer relationships to encourage repeat business.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Set up and activated customer accounts.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Upheld quality control policies and procedures to increase customer satisfaction.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Used proven techniques to de-escalate angry customers during telephone interactions.
Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative

Sitel

Ocala, FL

03.2018 - 03.2021

Answered customer inquiries and provided accurate information regarding products and services.
Provided excellent customer service to resolve customer complaints in a timely manner.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Developed strong relationships with customers by providing personalized assistance and support.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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.
Answered inbound calls, chats and emails to facilitate customer service.
Demonstrated excellent communication skills in resolving product and consumer complaints.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Upheld quality control policies and procedures to increase customer satisfaction.
Fielded customer complaints and queries, fast-tracking for problem resolution.

Collections Specialist

Gold Key Credit Inc.

Brooksville, FL

01.2012 - 01.2019

Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
Developed relationships with debtors to encourage timely payments while providing excellent customer service.
Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
Kept abreast of changes in federal and state laws affecting collections processes; updated procedures accordingly within the organization.
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Arranged for debt repayment and established repayment schedule based on customer finances.
Processed payments over phone and set up recurring drafts.
Recorded and updated customer personal accounts with accurate contact information.
Reviewed accounts to determine payment plan compliance.
Located and monitored overdue accounts using billing system to begin collections process.
Completed skip traces on customers failing respond to collection efforts.
Met demands of busy collections group by performing high volume of daily calls.
Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.

Summary

Overview

Work History

Customer Service Representative

Customer Service Representative

Collections Specialist

Education

Associate of Science - Medical Coding

Skills

Timeline

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