WANDA KING
ARLINGTON
Summary
Results-oriented Customer Service professional skilled in supervising diverse teams and handling various customer interactions with ease. Fast learner who excels in high-pressure environments, ensuring tasks are completed efficiently and customer satisfaction is prioritized. Committed to contributing positively to Staples' customer service goals.
Overview
17
17
years of professional experience
Work History
Customer Service
Intuit
01.2025 - 04.2025
- Ensured high client satisfaction through empathetic and efficient customer support
- Enhanced response times by effectively resolving customer inquiries
- Boosted customer retention by implementing innovative solutions to service gaps
Customer Service
Remx
Irving
09.2024 - 02.2025
- Streamlined health insurance re-enrollment process for clients
- Ensured precise data entry for new enrollments
- Consistently provided superior customer service
Customer Service Representative
Co-op Solutions
Fort Worth, TX
05.2021 - 02.2024
- Assisted in customer balance inquiries
- Facilitated efficient account transfers
- Guided customers about credit union branches
- Answered general questions on checking and savings accounts
- Managed high-volume collections calls to negotiate payment arrangements and resolve outstanding debts.
- Implemented effective follow-up strategies to enhance recovery rates and improve client relationships.
- Analyzed account histories to identify patterns, facilitating targeted communication with delinquent accounts.
- Trained new team members on collection techniques and compliance regulations to ensure operational efficiency.
- Developed and maintained comprehensive documentation for each account, ensuring accuracy in reporting.
- Collaborated with cross-functional teams to streamline processes, reducing average resolution time for collections cases.
- Led initiatives to enhance customer service standards, resulting in improved satisfaction ratings among clients.
- Refined existing workflows by introducing automated tools, increasing overall productivity within the collections department.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- 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.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services, and collection strategies.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
- Responded to customer inquiries and provided detailed account information.
- Analyzed customer financial records to determine appropriate payment plan.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Maintained accurate records of customer accounts, payments and payment plans.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Generated and distributed monthly customer statements.
- Entered client details and notes into system for interdepartmental access and review.
- Developed and documented collection procedures and policies to comply with government regulations.
- Prepared and submitted legal documents to initiate court proceedings.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Customer Service Representative
Navient
Irving, TX
01.2020 - 03.2021
- Assisted clients with authoritative knowledge on unemployment claims
- Streamlined internal processes for quicker issue resolution
- Boosted client satisfaction by providing clear, concise information
- Utilized analytical skills to resolve claim discrepancies
- Strengthened company's credibility with efficient service
Cashier/Cook/Server
Lady and The Pit
Fort Worth, TX
10.2017 - 11.2019
- Achieved customer service excellence, boosting customer satisfaction rates
- Handled cash transactions, ensuring error-free accounting
- Assisted in kitchen, optimizing operational efficiency
Assembly Line Worker
Hello Fresh
Grand Prairie, TX
09.2016 - 12.2017
- Orchestrated production line processes for optimal efficiency
- Packaged customer orders with precision and promptness
- Utilized innovative problem-solving skills to enhance order accuracy
Customer Service Representative/Technical Support
Telvista
Farmers Branch, TX
08.2015 - 07.2017
- Delivered virtual assistance for Verizon Fios users
- Identified and resolved technical issues
- Ensured customer satisfaction by dispatching technicians when necessary
Technical Support Representative
Time Warner Cable Call Center
Irving, TX
02.2012 - 03.2015
- Assisted customers in resolving non-working equipment over phone
- Analyzed and solved internet, home phone, and cable issues
- Minimized technician visits through effective problem resolution
- Managed equipment exchange to maintain customer satisfaction
- Coordinated technician visits when necessary, ensuring customer satisfaction
Cashier/Customer Service
Walmart
Grapevine, TX
06.2008 - 08.2012
- Assisted customers with purchases, improving sales performance
- Greeted customers, enhancing company reputation
- Ensured customer satisfaction, increasing customer retention rate
Assembly Line Production Worker
General Motors
Arlington, TX
09.2011 - 12.2011
- Optimized car assembly process on a high-speed line
- Demonstrated detail-focused approach in installing car parts
- Utilized innovative techniques to build cars faster
Education
High School Diploma - undefined
Sam Houston High School
Arlington, TX05.2002
Skills
- Conflict Resolution
- Customer Engagement
- Sales Support
- Product Knowledge
- CRM Software
- Customer Service
- Communication
- Troubleshooting
- Technical Support
- Organization
Accomplishments
Working with Timewarner Cable I accomplished a MVP award for improving in the call center with surveys and resolving customer issues
Timeline
Customer Service
Intuit
01.2025 - 04.2025
Customer Service
Remx
09.2024 - 02.2025
Customer Service Representative
Co-op Solutions
05.2021 - 02.2024
Customer Service Representative
Navient
01.2020 - 03.2021
Cashier/Cook/Server
Lady and The Pit
10.2017 - 11.2019
Assembly Line Worker
Hello Fresh
09.2016 - 12.2017
Customer Service Representative/Technical Support
Telvista
08.2015 - 07.2017
Technical Support Representative
Time Warner Cable Call Center
02.2012 - 03.2015
Assembly Line Production Worker
General Motors
09.2011 - 12.2011
Cashier/Customer Service
Walmart
06.2008 - 08.2012
High School Diploma - undefined
Sam Houston High School