Summary
Overview
Work History
Education
Skills
Timeline
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Teresa Armstrong

Chesapeake,VA

Summary

Dynamic customer service professional with a proven track record at American Water Company, excelling in conflict resolution and client retention. Skilled in CRM software and active listening, I enhance customer satisfaction through effective communication and critical thinking, ensuring timely issue resolution and fostering loyalty.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

American Water Company
11.2020 - 02.2025
  • Processed payment efficiently, ensuring timely resolution of customer issues.
  • Utilized CRM software to document interactions and track customer feedback for service improvement.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers with inquiries and
  • information, enhancing overall satisfaction.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Call Center Representative

G C Services
02.1998 - 04.2021
  • Provided exceptional customer service through effective communication and problem-solving skills.
  • Managed high-volume call traffic while maintaining composure and professionalism.
  • Assisted in training new representatives on company policies and systems.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction levels.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Assistant Office Manager

Davis Construction Company
04.2007 - 09.2020
  • Coordinated office operations, ensuring efficient workflow and effective communication among team members.
  • Managed scheduling and logistics for construction projects, optimizing resource allocation and project timelines.
  • Implemented new filing systems, improving document retrieval efficiency and reducing administrative errors.
  • Developed training materials for new staff, enhancing onboarding process and knowledge retention.

Collections Manager

Grand Furniture
02.2003 - 03.2007
  • Oversaw daily posting of payments to customer accounts.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Worked with legal resources and recovery teams to manage default issues.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
  • Contacted clients with past-due payments and actively monitored payments due from clients.

Account Manager

Portfolio Recovery Associates
05.2001 - 02.2003
  • Cultivated strong client relationships, enhancing customer satisfaction and retention.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.

Education

Associate of Science -

Tidewater Tech
Norfolk, VA
05-2001

High School Diploma -

Oscar Smith High School
Chesapeake, VA
06-1985

Skills

  • Customer service Management Skills
  • Active listening
  • Critical thinking
  • Proficient at skip tracing techniques Management
  • Call center Management skills
  • Knowledge of Microsoft Excel, Outlook, Word an d Office Access
  • Legal Research

Timeline

Customer Service Representative

American Water Company
11.2020 - 02.2025

Assistant Office Manager

Davis Construction Company
04.2007 - 09.2020

Collections Manager

Grand Furniture
02.2003 - 03.2007

Account Manager

Portfolio Recovery Associates
05.2001 - 02.2003

Call Center Representative

G C Services
02.1998 - 04.2021

Associate of Science -

Tidewater Tech

High School Diploma -

Oscar Smith High School

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