Tonisha Davis
Summary
Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Work quickly to understand, document, and resolve customer concerns. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgement, decisive communication and focused solution.
Overview
8
8
years of professional experience
Work History
Collections Specialist
Citibank
Jacksonville, FL
04.2023 - Current
- Generate conversations on inbound calls regarding amounts due; gather financial information necessary in order to negotiate and identify an acceptable resolution.
- Contact clients for payments of past due invoices through verbal and written communication.
- Identifies and escalates through appropriate channels for accounts requiring risk review, or further analysis.
- Met or exceeded metrics including call volume, accounts worked, post-dates, average payment amount, etc.
- Maintain accurate account notes in Collections Software.
- Process all account transactions accurately within the procedural guidelines and without errors.
Customer Service (Costo Small Business)
Citibank
Jacksonville, FL
12.2019 - Current
- Independently manages small tier accounts such as Costco and utilizes customer systems to gather information or data to support the business.
- Solves disputes to ensure customer retention while minimizing operating loss through adherence to establish rules and regulations.
- Received and processed client payments and updated accounts.
- Assist customers with questions, inquiries, and issues related to their banking accounts.
- Manage a steady volume of incoming calls from customers while navigating multiple systems.
Front Desk Supervisor
Holiday Inn Express & Suites
Jacksonville, FL
06.2019 - 12.2019
- Responsible for ensuring hotel charges are processed diligently to guest’s accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlement.
- Monitors Night Audit function to ensure hotel ledgers are balanced.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
- Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guests needs and services.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
Mental Health Technician
Memorial Hospital
Jacksonville, FL
03.2016 - 03.2018
- Supervises and coordinates daily treatment and service with Psychiatrists, Psychologists, Social Workers, support services, and friends and families
- Collaborates with medical staff on the implementation of individual treatment plans
- Manages the patient portal in the system for the medical staff to access the patient’s information
- Maintains patient observation and set boundaries on inappropriate behavior and aided or restrained them to prevent injury to themselves or others.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Engaged clients in therapeutic groups to promote coping skills, education and life skills.
Education
High School Diploma -
Dillard High School
Skills
- Collections
- Account Reconciliation
- Financial Management
- Risk Management
- Customer Research
- Payment Posting
- Records Maintenance
- Account Review
- Call Center Background
- Credit and Collections
Timeline
Collections Specialist
Citibank
04.2023 - Current
Customer Service (Costo Small Business)
Citibank
12.2019 - Current
Front Desk Supervisor
Holiday Inn Express & Suites
06.2019 - 12.2019
Mental Health Technician
Memorial Hospital
03.2016 - 03.2018
High School Diploma -
Dillard High School
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