Theresa Demastus
Barberton,OH
Summary
Professional with robust background in conflict resolution and customer service. Skilled in navigating complex issues, implementing solutions, and ensuring client satisfaction. Strong collaborator with focus on team synergy and adaptability to changing demands. Proven ability to communicate effectively, mediate disputes, and achieve results-driven outcomes.
Overview
25
25
years of professional experience
Work History
Case Resolution Specialist
Concora Credit
Akron, OH
03.2020 - Current
- Resolved complex customer inquiries to enhance satisfaction and retention rates.
- Analyzed account discrepancies and implemented corrective actions to prevent future issues.
- Facilitated training sessions for new team members, improving onboarding efficiency.
- Collaborated with cross-functional teams to streamline resolution processes and improve response times.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.
- Streamlined resolution processes with established guidelines, leading to faster outcomes and better customer satisfaction.
Debt Collector
Concora Credit
Akron, OH
06.2014 - 03.2020
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Used skip tracing and other techniques to locate debtors
- Worked in call center environment handling manual and automatically dialed outbound calls
- Trained new team members on scripts, company services and performance strategies and provided mentoring
- Achieved performance goals on consistent basis
- Applied training and persuasive communication strategies to overcome objections
Head Cashier
JC Penney Co
Akron, OH
11.2000 - 12.2013
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Received and processed customer payments
- Directed team of 20 cashiers to maximize performance and deliver exceptional service to every customer
- Resolved issues with POS systems, card readers and receipt printers to prevent customer delays
- Assisted customers by answering questions and fulfilling requests
Education
High School Diploma/Equivalent -
Barberton High School
Barberton, OH2000
Skills
- History research
- Problem-solving
- Regulatory compliance
- Fair debt practices
- Time management
- Self-motivated professional
- Deductive reasoning
- Conflict resolution skills
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Reliability
Timeline
Case Resolution Specialist
Concora Credit
03.2020 - Current
Debt Collector
Concora Credit
06.2014 - 03.2020
Head Cashier
JC Penney Co
11.2000 - 12.2013
High School Diploma/Equivalent -
Barberton High School