Theresa Harris
Memphis,TN
Summary
Customer service/Administrative professional with extensive experience in account and customer relationship management. Cultivates, nurtures and maintains long-term customer relationships to boost new business and customer retention. Authorized to work in the US for any employer. Skilled Retention/Collection Specialist with experience in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement.
Overview
24
24
years of professional experience
Work History
Administrative Assistant
A Plus Sevier Insurance Training
09.2023 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
Retention Specialist
Auto Assure /Endurance Warranty
01.2023 - 08.2023
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Collected on delinquent accounts to reduce overdue balances.
- Documented customer payment interactions and account statuses for future reference.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Researched billing errors and discrepancies to initiate corrective action.
- Engaged with customers to determine needs and present appropriate resolutions.
- Adhered to appropriate legal scripting when required.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled 20 plus incoming calls per day
- Sold a least 2 or more car warranties per day. Save at least 10 customers from cancelled their contract per day
Inside Sales Rep
Robert Half Staffing Account Temps/Working at Superior Essex
08.2022 - 01.2023
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Set up new accounts, established customer credit and set up payment methods.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Quoted prices, credit terms and other bid specifications.
Collections Representative
AMERICAN CAR CENTER
11.2021 - 08.2022
- Protected A/R assets by managing a portfolio of accounts to maximize gainful sales and reduce debt losses
- Managed client payment schedules and identified overdue payments
- Finding and contacting debtors to arrange debt payoffs.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained 1-10 net days, 11-29 net days at a 0.05 percentage of unpaid payments
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing resources to locate debtors and updated information in company system.
- Maintained accurate records of customer accounts, payments and payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Handled at least 80 incoming calls and made 50 outbound calls per day
- Maintained a book of business of debtors that contained 100 customers
Customer Service
RANDSTADT TEMP SERVICE
11.2020 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Specialist Sales
Highline Aftermarket
11.2017 - 04.2020
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Maintained and managed customer files and databases.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Strategic Account Representative
Southern Imperial, Inc
08.1999 - 06.2017
- Managed strategic business in concert with Strategic Account Manager, purchasing, production and shipping personnel
- Achieved and maintained account growth of national hardware accounts and national store chains, i.e; Ace, True Value, Do It Best, Orgill, Fred's, Dollar General Corp., Old Time Pottery, etc
- Effectively led Customer Satisfaction team to build client relationship and retention
- Upsold products to customers in inbound order calls
- Provided product order status, shipping and tracking information and general customer/account information
- Documented and communicated customer complaints, researched order shortages/overages and disposition any discrepancies from first call to final resolution
- Coordinated and assisted creation of customer price books on as needed basis
- Effectively participated in weekly account payable meetings to monitor customer monthly statements
- Worked with Accounting department in the processing of credits and returns
- Achieved new product development for new and existing customers in concert with Engineering, Purchasing, Cost Estimating and Sales departments
- Participated in support calls with customers on an 'as needed' basis
- Visited customers for support, new business development on an 'as needed' basis.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Negotiated prices, terms of sales and service agreements.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Identified and contacted customers with overdue accounts to address payment status.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained monthly metrics to have least 0-5% late shipments
- Maintained monthly metric goal to have at least 90-100 no errors on order entry
Education
High school diploma -
Rock Valley College
Rockford, IL01.1995
Skills
- DATA ANALYSIS
- Customer Relationship Management
- Data Entry
- Persuasion Techniques
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved past due accounts which led to accounts to be in good standing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
- Skill Set:
- Business Development
- Computer literate
- Working knowledge of Microsoft Word, Outlook, APlus and Excel
- Powerful Negotiator
- Sales & Contract Reporting
- Strategic Marketing
- National Account Management
- Monthly Reports
- Data Analysis
- EDI Order Processing
- Experience working with ERP and MRP systems
- Ability to work in fast-paced environment
- Ability to prioritize tasks on an as needed basis
- Customer service experience in a manufacturing environment
Assessments
- Customer focus & orientation, 05/01/21, Proficient, Responding to customer situations with sensitivity
- Sales skills, 05/01/21, Proficient, Influencing and negotiating with customers
- Administrative assistant/receptionist, 05/01/21, Proficient, Using basic scheduling and organizational skills in an office setting
- Customer service, 09/01/20, Proficient, Identifying and resolving common customer issues
Timeline
Administrative Assistant
A Plus Sevier Insurance Training
09.2023 - Current
Retention Specialist
Auto Assure /Endurance Warranty
01.2023 - 08.2023
Inside Sales Rep
Robert Half Staffing Account Temps/Working at Superior Essex
08.2022 - 01.2023
Collections Representative
AMERICAN CAR CENTER
11.2021 - 08.2022
Customer Service
RANDSTADT TEMP SERVICE
11.2020 - 05.2021
Customer Service Specialist Sales
Highline Aftermarket
11.2017 - 04.2020
Strategic Account Representative
Southern Imperial, Inc
08.1999 - 06.2017
High school diploma -
Rock Valley College
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