Zejuana Davis
Little Elm,TX
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls in busy, face-paced center and handling emergency issues with patience and tact.
Overview
12
12
years of professional experience
Work History
Loan Servicing Specialist
Enlightened
10.2021 - 04.2022
- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
- Answer inquiries and notate accounts regarding information provided and actions taken in response to those inquiries
- Make outbound calls to follow up with customers to clarify information or provide account updates
- Process Credit Bureau Requests utilizing established processes and procedures
- Support Contact Center expectations as well as departmental and corporate policies and procedures
- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
Medical Collections Specialist
Lockhart Morris & Montgomery
11.2017 - 08.2021
- Initiate contact with consumer's via telephone to attempt collection of outstanding balances, assuring professional and positive experience toward resolution
- Effectively communicating with consumers to obtain full payment of debt or establish acceptable payment arrangements
- Meet or exceed daily, weekly and monthly performance objectives
- Resolve disputes
- Escalate accounts for resolution when warranted
- Adhering to quality standards and ensuring compliance with the applicable laws and regulations that govern third party collections.
Collector / Customer Service
Balance Credit
09.2014 - 05.2017
- Handled 60-150 calls daily on an auto dialer
- Verified and updated customer information over the phone
- Provided excellent customer service to customers
- Communicated with third parties to acquire customers' location information
- Reviewed and analyzed credit applications and reports
- Updated and documented customers' accounts with collection activity
- Attempted to bring accounts current prior to repossession
- Met graded Quality Assurance metrics and worked off a script
Bartender
Drafthouse Bar & Grill
09.2016 - 02.2017
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
Customer Support / Collection Specialist
ACS
12.2009 - 01.2013
- Received inbound calls via auto dialer from customers regarding delinquent accounts
- Assisted customers to resolve technical issues with accounts
- Managed customer billing issues including calculating discounts, adjustments, and processing payments and credits
- Keyed in an average of 60 new Sprint customer accounts per day; process involved verifying demographics, services and charges and distributing confirmations to customers
- Handled escalated calls routed by CSRs, access customers' issues, applying resolutions to diffuse situations
Education
High School Diploma -
Little Elm High School
Little Elm, TX05.2012
Skills
- Quality Assurance
- Accounts Receivable
- Medical Collection
- Microsoft Outlook
- Collection Processes
Timeline
Loan Servicing Specialist
Enlightened
10.2021 - 04.2022
Medical Collections Specialist
Lockhart Morris & Montgomery
11.2017 - 08.2021
Bartender
Drafthouse Bar & Grill
09.2016 - 02.2017
Collector / Customer Service
Balance Credit
09.2014 - 05.2017
Customer Support / Collection Specialist
ACS
12.2009 - 01.2013
High School Diploma -
Little Elm High School
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