Wanda Haynes
Lancaster,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Nurising Enterprise
05.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
- Processed payments and issued invoices for services rendered.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met and exceeded company metrics averaging 95-100% success rate.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collections Account Representative
Drive Financial Services
11.2006 - 11.2021
- Maintained accurate records of collection activities, ensuring compliance with company policies and industry regulations.
- Evaluated customer creditworthiness, making informed decisions on account management strategies.
- Maintained a high level of customer satisfaction by handling sensitive financial situations tactfully and diplomatically.
- Collaborated on collection and dispute resolution issues.
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
- Collaborated with cross-functional teams to identify process improvements and implement best practices in collections operations.
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Established rapport with customers through active listening and empathetic communication techniques.
- Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
- Utilized advanced software tools to track account status, prioritize collections efforts, and monitor progress toward goals.
- Balanced multiple priorities effectively while maintaining strong attention to detail in all aspects of work.
- Exceeded performance metrics consistently, contributing to overall team success in meeting or surpassing targets.
Education
High School Diploma -
Huntington High School
Huntington, TXAssociate of Science - Business Administration And Management
Angelina College
Lufkin, TXSkills
- Team Leadership
- Process Improvement
- Performance Management
- Compliance Management
- Data Analysis
- Customer Service
- Relationship Building
Certification
- CPSP - Certified Professional Sales Person
- Certified All Lines Claim Adjuster
- State Farm Certified in Auto and Property Claims
Timeline
Customer Service Representative
Nurising Enterprise
05.2022 - Current
Collections Account Representative
Drive Financial Services
11.2006 - 11.2021
High School Diploma -
Huntington High School
Associate of Science - Business Administration And Management
Angelina College
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