JA' LIYAH MCDANIEL
Goodyear ,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Report preparation Sales expertise Complaint resolution Order Fulfillment Inbound and Outbound Calling Money handling abilities
Overview
6
6
years of professional experience
Work History
Credit & Collections Representatives
Cox Communications
02.2023 - 07.2023
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Processed payments and applied to customer balances.
- Processed payments and contracts on accounts.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Completed data entry tasks with accuracy and efficiency.
Document Specialist
MetaSource
06.2022 - 02.2023
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Managed file archival and information retrievals.
- Transmitted documents, organized revisions and tracked changes.
- Utilized Software to scan and clean up project documents.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
Claims Representative
MTM
01.2022 - 06.2022
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Updated claims system to track claim status and provide relevant information to other department.
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
08.2021 - 01.2022
- Creative problem solving
- Stock management
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered product and service questions, suggesting other offerings to attract potential customers.
RETAIL SALES ASSOCIATE
Jc Penny's
04.2018 - 08.2019
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Helped customers complete purchases, locate items and join reward programs
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention
- Used POS system to process sales, returns, online orders and gift card activations.
FOOD SERVICE WORKER
Chick-fil-A
04.2017 - 08.2017
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
Education
High School Diploma - undefined
Primavera Online High School
Chandler, AZ05.2019
Skills
- Loan Processing
- Monitoring Standards
- Call Escalation
- Managing Defaults
- Payment Discrepancy Research
- Past Due Balance Management
- Customer Care
- Accounts Payable Specialist
- Entry Recording
- Accounts Payable and Accounts Receivable
Timeline
Credit & Collections Representatives
Cox Communications
02.2023 - 07.2023
Document Specialist
MetaSource
06.2022 - 02.2023
Claims Representative
MTM
01.2022 - 06.2022
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
08.2021 - 01.2022
RETAIL SALES ASSOCIATE
Jc Penny's
04.2018 - 08.2019
FOOD SERVICE WORKER
Chick-fil-A
04.2017 - 08.2017
High School Diploma - undefined
Primavera Online High School