Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zina sanders

Taylors,SC

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Collections Coordinator Ll

Global Lending Services LLC
Greenville , SC
03.2023 - Current
  • Managed collection accounts, ensuring timely payments and resolving customer disputes.
  • Monitored customer accounts to identify overdue payments and initiate collections processes.
  • Maintained detailed records of collection activity and account information.
  • Conducted research on customers to ensure accurate contact information was on file.
  • Communicated effectively with internal departments regarding status updates and resolution of customer inquiries or complaints.
  • Resolved escalated customer complaints in a professional manner while maintaining compliance standards.
  • Participated in training sessions designed to increase product knowledge or enhance skillsets.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Received payment and posted to appropriate customer accounts.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Completed skip traces on customers failing respond to collection efforts.
  • Developed collection methods to achieve or exceed company financial goals.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Prepared documentation required for collection and repossession activities.

Customer Service/Order Entry Representative

Majorel
Greenville , SC
04.2022 - 09.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Banking Specialist

TD Bank
Greenville, SC
08.2019 - 01.2022
  • Helped customers prepare documents required to complete transactions and process requests.
  • Identified customer desires and goals through needs-based sales tactics.
  • Worked with diverse product development teams to create software for qualitative structured solutions to validate and model emerging markets.
  • Assisted customers with banking needs and inquiries.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Processed applications for new accounts.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Calculated fees due, interest and change for customer transactions.
  • Generated monthly reports on customer activity and customer feedback.
  • Opened new accounts and made changes to existing accounts.

Administrative Supervisor

Alorica
05.2017 - 08.2019
  • Updated reports, managed accounts, and generated reports for company database.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
  • Delivered performance reviews, recommending additional training or advancements.
  • Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Assisted management with special projects to complete all tasks by deadlines.
  • Coordinated and scheduled meetings and appointments to keep organization running smoothly.
  • Maintained databases and contact lists to keep important contact information accurate and up to date.
  • Monitored and directed incoming mail and prepared outgoing mail.
  • Prepared detailed documents and reports in adherence administrative processes.
  • Collaborated in timely processing of billing and accounts receivables.
  • Maintained office calendars to track important dates and deadlines.
  • Worked closely with others to accomplish timely invoicing and accounts receivables.
  • Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
  • Created and maintained detailed records of office expenses to accurately predict future budget requirements.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations.
  • Completed bi-weekly payroll for employees.

Education

High School Diploma -

South Piedmont Community College
Monroe, NC
12.2011

Skills

  • MS Office Expertise
  • Exceptional Telephone Etiquette
  • Customer Service
  • Effective Workflow Management
  • Time Management
  • Staff Management
  • Conflict Resolution Techniques
  • Work Prioritization
  • Verbal and Written Communication
  • Turnover Minimization
  • Positive and Constructive Feedback
  • Employee Scheduling
  • Customer Relations
  • Issue Resolution
  • Active Listening
  • Senior Leadership Support
  • Microsoft Word
  • Microsoft PowerPoint
  • Microsoft Excel
  • Problem-Solving Ability
  • Call Volume and Quality Metrics
  • Multi-Line Phone Talent
  • Proofreading

Timeline

Collections Coordinator Ll

Global Lending Services LLC
03.2023 - Current

Customer Service/Order Entry Representative

Majorel
04.2022 - 09.2023

Banking Specialist

TD Bank
08.2019 - 01.2022

Administrative Supervisor

Alorica
05.2017 - 08.2019

High School Diploma -

South Piedmont Community College

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Zina sanders