Zania Maronie
Greenville,SC
Summary
Dynamic customer service professional with a proven track record at Resurgent Capital Services, excelling in relationship building and effective negotiation. Adept at resolving complex issues while maintaining customer satisfaction. Skilled in technical troubleshooting and project management, consistently enhancing team performance and driving positive outcomes in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Senior Rep IRU
Resurgent Capital Services
01.2023 - Current
- Manage inbound and outbound calls related to debt resolution, assisting customers with payment and balance issues, disputes, and account satisfaction confirmations.
- Handle escalated calls and de-escalate irate customers with professionalism and empathy to ensure issue resolution and customer satisfaction.
- Collaborate closely with agents, providing on-the-spot support, training, and guidance to enhance team performance.
- Draft and send servicer communication forms and generate account satisfaction letters for documentation and compliance.
- Conduct live call listening and team audits to maintain quality standards and identify areas for improvement.
- Act as a dependable leader and support system, working alongside supervisors to foster a positive, high-performing team environment.
Customer Service Representative
Prisma Health
07.2021 - 12.2022
- Consulted with patients to update medical and billing information, provide medication assistance, and coordinate care with local doctor’s offices.
- Greeted and supported clients, booking appointments and addressing concerns to ensure a positive experience.
- Handled inbound calls in a busy call center, resolving issues promptly and professionally.
- Created effective call center scripts to improve call flow and consistency.
- Collected and documented customer orders with accuracy and attention to detail.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collections Representative
Dynamic Recovery Solutions
10.2020 - 05.2021
- Negotiate payment arrangements and collect payments while adhering to company policies and regulatory guidelines.
- Demonstrate strong communication and persuasion skills to encourage timely resolution of delinquent accounts.
- Handle incoming and outgoing calls to discuss outstanding debts with customers in a professional and compliant manner.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
Call Center Rep
Alorica
04.2019 - 09.2020
- Responsibility: Talks to customers over the phone, and identify the technical issue they may be experiencing; Navigates through online programs to find solutions and notate the customer file.
- Effortlessly multi-tasks by speaking with the customer, troubleshooting, and using a computer to discover and input information; Professionally engage with customers that may be frustrated at times from a distraction free environment; Ability to work in a fast-paced environment, and ability to learn new concepts in a remote learning environment.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed timely and effective replacement of damaged or missing products.
QuickBooks Support Specialist (Intuit)
Omni Interactions, Inc
07.2018 - 01.2020
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Identified root causes of recurring issues, implementing long-term solutions to prevent future occurrences.
- Helped clients make informed decisions about financial future.
- Assisted clients with budgeting and cash flow management.
Education
High School Diploma -
Woodmont High School
Piedmont, SC06-2017
Skills
- Relationship building
- Customer rapport
- Project management
- Effective negotiation
- Customer support
- Client relationship building
- Technical troubleshooting
- Data entry proficiency
- Multitasking
- Problem-solving abilities
- Order problem solving
- Quantitative skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved issues which led to positive.
Languages
English
Full Professional
Timeline
Senior Rep IRU
Resurgent Capital Services
01.2023 - Current
Customer Service Representative
Prisma Health
07.2021 - 12.2022
Collections Representative
Dynamic Recovery Solutions
10.2020 - 05.2021
Call Center Rep
Alorica
04.2019 - 09.2020
QuickBooks Support Specialist (Intuit)
Omni Interactions, Inc
07.2018 - 01.2020
High School Diploma -
Woodmont High School
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