Wanda Peters
DeLand,FL
The best way out is always through.
Robert Frost
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Customer Service/Suite Attendant
Ovations Food Services
Orlando, FL
05.2022 - Current
- Recommended products to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promptly responded to inquiries and requests from prospective customers.
Retention Specialist/Collections
Wanda Peters, MASA Global
Plantation, FL
12.2020 - 05.2022
- Kept track of assigned accounts to identify outstanding debts
- Planned course of action to recover outstanding payments
- Located and contacted debtors to inquire of their payment status.
- Collecting data about customer service trends. Recording and responding to customer complaints. Developing strategies to retain customers
Customer Service Representative / Collections
Southern Auto Finance Company
Orlando, FL
12.2018 - 11.2020
- Monitor accounts receivable and identify overdue accounts.
- Contact customers with overdue accounts and attempt to either collect overdue amount or negotiate payment plan to collect it in installments.
- Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers.
- Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from customer.
- Resolve customer issues and complaints concerning billing.
- Submit regular reports on status of unpaid accounts and any repayment progress.
Collection Specialist
Vaco Staffing /Orange Lakes Resorts
Maitland, FL
12.2016 - 12.2018
- Microsoft Excel and Outlook
- Credit Analysis
- Typing
- Negotiation
- Customer Support (10+ years)
- Excellent communication and multi-tasking skills
- CSR/Call Center (10+ years)
- Experian database
- Achieved performance goals on consistent basis
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Used scripted conversation prompts to convey current account information and obtain payments
- Identified and contacted customers with overdue accounts to address payment status
- Collected on delinquent accounts to reduce overdue balances
- Notified co-signers of delinquent accounts to assist in collecting payments
- Collaborated with other departments to verify customer compliance with payment plans
- Developed strong relationships with customers to foster timely payments and account resolution
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
- Entered client details and notes into system for interdepartmental access and review
- Analyzed customer financial records to determine appropriate payment plan
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
- Worked with customer to create debt repayment plan based on current financial condition
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
- 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.
Customer Service Representative
Convergys
Tampa, FL
03.2012 - 11.2016
- Busy environments and within team setting
- Enjoy helping others as well as solving issues and skills
- Friendly, helpful, and polite, have good sense of humor
- Can work independently in
- Am motivated, hardworking individual
- Good timekeeper, always willing to learn new and validated invoice adjustments and processed all valid adjustments
- Collected and processed payments
- Built sustainable relationships of trust through open and interactive communication
- Processed vehicle repossessions
- Answered consumer questions, resolved complaints, updated customer information, and processed payments
- With irate customers
- Consistently ranked in top 10 percent of collections agents
- Counseled and assisted current customers in determining their best payment option(s) in effort confidently contact delinquent customers
- Tactfully resolved challenging situations professionally and calmly in firm but friendly manner often
- Weekly and monthly reporting to direct supervisor and met defined department goals and activity
- Specialized in calls and/or correspondence in a fast-paced goal-oriented customer service department
- Specialized in reviewing and validating owners credit file
- Processed requests received from owners
- Reviewed metrics
- To bring their existing store credit card payments up to date
- Used previous call center experience to
Assistant Housekeeper Supervisor
Intrastate Inn & Suites
Orlando, FL
08.2008 - 02.2012
- Supervised work activities of cleaning personnel to ensure clean, orderly, and attractive rooms
- Assigned duties, inspected work, investigated complaints regarding housekeeping service and equipment and took corrective action.
Education
Bachelor's Degree - Business Management
01.2015
Skills
- Maintaining Clean Work Areas
- Good listening skills
- Strong customer focus
- Customer service abilities
- Customer relationship development
- Customer billing management
- Passion for customer satisfaction
- Customer/Client relations
- Customer acquisition and retention
- Acknowledgment of customer needs
- Efficient Service
- Special Instructions
- Credit Card Transaction Processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service/Suite Attendant - Ovations Food Services
05.2022 - Current
Retention Specialist/Collections - Wanda Peters, MASA Global
12.2020 - 05.2022
Customer Service Representative / Collections - Southern Auto Finance Company
12.2018 - 11.2020
Collection Specialist - Vaco Staffing /Orange Lakes Resorts
12.2016 - 12.2018
Customer Service Representative - Convergys
03.2012 - 11.2016
Assistant Housekeeper Supervisor - Intrastate Inn & Suites
08.2008 - 02.2012
University of Phoenix - Bachelor's Degree, Business Management
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