Stephanie Gourdine
Philadelphia,PA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, evidenced by my role at the City of Philadelphia. Skilled in technical troubleshooting and fostering teamwork, I excel in problem-solving and efficient data management. Achieved a significant reduction in billing disputes through meticulous issue research and customer support. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
29
29
years of professional experience
Work History
Revenue Collection Representative
City Of Philadelphia
12.2016 - Current
- Manage Multi-Tax caseload. Eliciting information from customers, resolving various billing and payments disputes. Provide technical assistance utilizing tax related software systems for updates, analyzes and set-up for accounts. Present documentation during Tax Review Board Hearings. Plan, assign and review work activities for Collection Representatives.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Collection Customer Service Representative
City Of Philadelphia
02.2012 - 12.2016
- Generated and distributed monthly customer statements.
- Analyzed customer financial records to determine appropriate payment plan.
- Researched billing errors and discrepancies to initiate corrective action.
- Entered client details and notes into system for interdepartmental access and review.
- Establish accounts, calculating interest and penalties for multi-tax accounts.
Certified Nursing Assistant
Saint Joseph's Villa
03.2009 - 01.2012
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Certified Nursing Assistant
Philadelphia Nursing Home-Fairmount Long Term Care
12.2005 - 03.2009
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Customer Service Representative
Sovereign Bank
04.2002 - 11.2005
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Dietary Aide
Saint Joseph's Villa
10.2000 - 04.2002
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Arranged tray and or table settings with proper tableware, condiments, and tray card.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
Rooms Controller
Philadelphia Marriott Downtown
03.1995 - 05.2001
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
- Monitored booking channels to identify trends and make informed decisions for room allocation.
- Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
- Processed all guest check-ins, activated room keys and secured valid payments.
- Managed room inventory effectively to minimize overbooking situations.
- Registered guests and relayed pertinent information about available amenities and events taking place at facility.
- Collaborated with the front desk team to resolve any guest issues or special requests promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
GED -
Pan-African Studies Community Education
Philadelphia, PA03.1987
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Technical Troubleshooting
- Multitasking Abilities
- Excellent Communication
- Teamwork and Collaboration
- Time Management
- Problem-Solving
- Issue Research
Timeline
Revenue Collection Representative
City Of Philadelphia
12.2016 - Current
Collection Customer Service Representative
City Of Philadelphia
02.2012 - 12.2016
Certified Nursing Assistant
Saint Joseph's Villa
03.2009 - 01.2012
Certified Nursing Assistant
Philadelphia Nursing Home-Fairmount Long Term Care
12.2005 - 03.2009
Customer Service Representative
Sovereign Bank
04.2002 - 11.2005
Dietary Aide
Saint Joseph's Villa
10.2000 - 04.2002
Rooms Controller
Philadelphia Marriott Downtown
03.1995 - 05.2001
GED -
Pan-African Studies Community Education
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