Veda Johnson
Las Vegas,NV
Summary
Motivated professional offering proficiency in data entry, collections, customer service skills combined with strong analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning and the company core values.
Overview
12
12
years of professional experience
Work History
Collection Agent
Sunbit LLC
Lad Vegas, NV
10.2021 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls of 100 or more.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Used scripted conversation prompts to convey current account information and obtain payments
RC Sorter
AMAZON FULLFILLMENT CENTERS
Henderson, NV
05.2021 - 10.2021
- Sort heavier and bulkier packages into delivery routes
- Arrange for incoming shipments to be moved to assigned storage areas
- Ensure that items were properly stored
- Refer to work orders to determine type and quantity of items to be retrieved
- Ensured items were timely picked
Concierge Specialist
Knoah Solutions
Las Vegas, NV
10.2018 - 05.2021
- Handled high call volume of 150 calls or more, SMS or emails with high degree of accuracy, efficiency and courtesy
- Performed online research to answer customer questions
- Maintained positive relationships with all customers
- Meet or exceed all key performance indicators
- Maintained regular, consistent and punctual attendance
Customer Service/ Chat Agent
TeleTech
Las Vegas, NV
04.2017 - 10.2018
- Answered high volume of inbound calls
- Assisted customers with billing inquiries, as well as processed payments
- Assisted with providing account details
- Assisted with updating personal account information
- Preformed trouble shooting steps to ensure clients received the best experience of service(s)
- Managed computer-based platform with multiple applications to maintain effective communication with customers
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
- Handled inbound customer chat conversations from various websites
Customer Service Representative
Sykes Enterprise Inc
Las Vegas, NV
05.2015 - 02.2017
- Answered high volume incoming calls from AT&T customers
- Assisted with paying bills, making payments payment arrangements and bill details
- Also troubling shooting and the up sale of DIRECTV
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Responded to customer requests for products, services and company information
- Collected and analyzed customer information to prepare product or service reports
- Recommended products to customers, thoroughly explaining details
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Customer Service
Starwood Hotel& Resort Inc
Lancaster, CA
01.2014 - 05.2015
- Answered incoming calls and assisted with reservations, confirmations, room(s) needed, and questions, within 3 rings with appropriate greeting
- Explained resort, products, service and other information about resort as requested
- Maintained knowledge of current resort/ events, activities, and hours of operation as well as dining options currently available
- Assisted guests with issues and complaints, with empathy and a focus on guest satisfaction
- Used supervisor support when necessary.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Data Processor
AFTRA/ SAG
Los Angeles, CA
11.2013 - 01.2014
- Checked source documents for accuracy
- Verified data and correct data where necessary
- Obtained further information for incomplete documents
- Entered data from source documents into prescribed computer database, files and forms
- Transcribed information into required electronic format
- Checked completed work for accuracy
- Stored completed documents in designated locations
- Responded to requests for information and access relevant files
- Complied data with integrity and security policies.
- Double checked accuracy of hard copy paperwork and rectified any issues
Receptionist
University of Southern California
Los Angeles, CA
12.2012 - 11.2013
- Screened visitors and issued badges to maintain safety and security
- Corresponded with clients through email, telephone or postal mail
- Restocked supplies and submitted purchase orders to maintain stock levels
- Responded to inquiries from callers seeking information
- Answered phone promptly and directed incoming calls to correct offices
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Scheduled and confirmed appointments and meetings for senior management team
- Maintained confidentiality of information regarding clients and company
- Kept reception area clean and neat to give visitors positive first impression
- Troubleshot copy machines and printers and scheduled service as needed
- Provided clerical support to company employees by copying, faxing and filing documents
- Sorted, received and distributed mail correspondence between departments and personnel
Call Center Representative
NCO INC
Torrance, CA
11.2010 - 12.2012
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Resolved concerns with products or services to help with retention
- Assisted customers by answering questions and responding to inquiries
- Processed debit and credit card and electronic check payments
- Initiate strategies for collection processes and procedures
- Negotiated payment plans
- Advise customers on alternative payment plans
- Created repayment schedules based on customers' financial situations
- Retained customer loyalty while initiating processes for collection of payments
- Maintained and updated record of customers from whom collections are made.
Office Assistant
Step to Success Inc
Torrance, CA
07.2010 - 11.2010
- Answered phones and transferred to appropriate staff members
- Greeted public and clients and directed them to the correct staff member
- Received, sorted and distributed incoming mail
- Prepared outgoing mail for distribution
- Faxed, scanned and copied documents
- Updated and maintained internal staff contact lists
- Coordinated and organized appointments and meetings
- Monitored and maintained office supplies
- Ensured office equipment was properly maintained and serviced
- Kept office area clean and tidy.
Education
Some College (No Degree) - Early Childhood Education
Long Beach City College
Long Beach, CAHigh School Diploma -
Dominguez High School
Compton, CA06.1989
Skills
- Responsible, dependable, punctual and self motivated; take pride in work
- Quick learner, hard worker, ability to assume responsibility
- Excellent verbal and written communication skills
- Proficient in computers
- Managing Delinquent Accounts
- Debt Repayment Negotiation
- Updating Customer Accounts
- Credit and Collections
- Organizational Skills
Timeline
Collection Agent
Sunbit LLC
10.2021 - Current
RC Sorter
AMAZON FULLFILLMENT CENTERS
05.2021 - 10.2021
Concierge Specialist
Knoah Solutions
10.2018 - 05.2021
Customer Service/ Chat Agent
TeleTech
04.2017 - 10.2018
Customer Service Representative
Sykes Enterprise Inc
05.2015 - 02.2017
Customer Service
Starwood Hotel& Resort Inc
01.2014 - 05.2015
Data Processor
AFTRA/ SAG
11.2013 - 01.2014
Receptionist
University of Southern California
12.2012 - 11.2013
Call Center Representative
NCO INC
11.2010 - 12.2012
Office Assistant
Step to Success Inc
07.2010 - 11.2010
Some College (No Degree) - Early Childhood Education
Long Beach City College
High School Diploma -
Dominguez High School
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