Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Wendy Heilman

Tucson,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.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Recovery Specialist

Citibank (Citi)
01.2023 - 04.2024
  • Taking 20 to 30 inbound calls from customers help with closing credit card accounts for probate accounts
  • Carrying out collections management to the credit portfolio with outstanding balance in order to regularize the customer's debt and mitigate the risk form the old credit's
  • Helping the customer with offering all the information to their credit and debit via phone
  • Updating the data customer's in the arrears through the CACS system, verifying their information and data history; with the purpose of locating them and being able to carry out collection management
  • Offer negotiation strategies, according to the customer's specific situation or route the case to Remedial, or supervisor to offer the client alternative payment according to their condition
  • Taking payments over the phone, all while maintaining a high score in sentiment for giving great customer service.
  • Enhanced debt recovery rates by implementing effective collection strategies and techniques.
  • Improved client satisfaction through timely communication and resolution of account discrepancies.

Bank Teller

Hughes Federal Credit Union
07.2019 - 01.2023
  • Handling 50 to 80 cash transactions, making deposits and withdrawals per shift.
  • Worked with members of the branch with questions about their accounts
  • Making sure that the members had all their needs meet when at the teller line
  • Up selling accounts such as CD'S and High Yield accounts
  • Call operations to look for fraud on members accounts.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
  • Streamlined teller operations for better workflow by implementing time-management strategies.

Restaurant Server

Red Robin Gourmet Burgers
07.2019 - 03.2020
  • Input food and drink orders into a POS computer, delivering beverages and meals in a timely manner., Working with other employees, running food, being a team player.
  • Pre-bussing all tables when needed.
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Established rapport with regular customers, fostering loyalty through exceptional service.
  • Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
  • Handling a 5 to 10 table station, all while running food and giving great customer service.

Education

Human Resources in Human Resource Management -

Pima Community College
Tucson, AZ
12.2022

College in Business -

Barstow Community College
Barstow, CA
05.2019

Skills

  • Server (10 years)
  • Customer Service (10 years)
  • Customer Needs Assessment
  • Organizational Skills
  • Upselling
  • Multi-tasker (10 years)
  • Cash handling (10 years)
  • Data Entry
  • Call center experience
  • De-Escalation Techniques

Certification

Human Resources Management certification, 08/01/20, Present

Timeline

Recovery Specialist

Citibank (Citi)
01.2023 - 04.2024

Bank Teller

Hughes Federal Credit Union
07.2019 - 01.2023

Restaurant Server

Red Robin Gourmet Burgers
07.2019 - 03.2020

Human Resources in Human Resource Management -

Pima Community College

College in Business -

Barstow Community College

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Wendy Heilman