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Street Address , USPHONE NUMBER AVAILABLEEMAIL AVAILABLEOwner/Operations Manager - February, 2012 to September, 2023 Miller's Daycare - Kansas City, KSCreated and implemented day-to-day operations plans, such as delivery routes, employee assignments, and promotion strategies.Thought of and thought out the ideas to maintain business productivity, creating new strategies for safety and growth.Conducted ongoing supplier evaluations to assess delivery quality, timeliness, and compliance while maintaining strict cost controls and maximizing operational efficiency. Looked over shift reports to get a sense of current numbers and trends in areas like Competitors Rates and Promotions.Efficiently and accurately kept all files or Books, Maintained mostly through Excel keeping a Budget-Chart-Book-File, for maintaining and properly storing records of the companies Account Receivables and Payables.Worked with area managers to assess needs and improve operational strategies. Most Importantly- Loving and Nourishing all the little ones getting to watch them learn and grow all awhile Establishing Rules, Guidelines, Expectation for our Little Ones showing Guidance and Leading by Example and Learning more then one could ever know. Work HistoryAdministrative Assistan-Cold Calling Telemarketer-The Go To Guy - January, 2016 to September, 2018Midwest periodicals - Overland Park, KSProvided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.Created and disseminated team-based communications such as newsletters to improve collaboration and morale among office employees.Oversaw complex and detailed projects for executives, ensuring that budgets were met and projects were delivered on time.Provided assistance to company leaders by managing budgets, scheduling appointments, and planning itineraries.Took and managed incoming and outgoing calls, as well as recording and distributing accurate messages to the office staff.Increased clerical staff productivity by reorganizing the training program and effectively supervising 22 employees.Handled inquiries, conducted research, and resolved issues relating to transactions and Fees. Identified and recommended changes to existing processes to improve the customer service department's accuracy, efficiency, and responsiveness. Handled phone and email correspondence, made copies, and handled incoming and outgoing mail and faxes as part of my administrative duties. Ensured that special projects were completed successfully in order to meet the goals of both the Sales department and the organization as a whole.Exceeded team goals by collaborating with Management and our Sales Team to implement best practices and protocols.Assisted coworkers and staff members with special tasks on a daily basis. B2B Customer Care Representative - Bill Collector - February, 2013 to December, 2015 CitiCards - Kansas City, MOProfessionally - Positively and Proficiently Contacting Consumers Educating and Collecting on Delinquent and Past Due Accounts. Mini Miranda Efficient. Outperformed team goals and worked with coworkers to implement customer service initiatives. Looked at customer account information to figure out what was wrong and how to fix it. Kept meticulous records of all customer accounts, including actions taken, documenting any and all issues resolved, taking many notes and maintaining and entering data for future references in case a colleague later on needs to reach out.Shared detailed information about our Products and Promotional Offers rather going on currently or with in the near future offering different options to assist customers in making right and import decisions.Trained Numerous new employees in procedures and policies in order to improve team performance each quarter.Talked to customers to figure out the best ways to solve statement and billing issues. Assisted senior leadership with executive decision-making and generated daily reports to suggest corrective actions and improvements if necessary. Assessed each caller individually to determine their needs and concerns. Took advantage of opportunities to improve customer experiences and encourage consumers to maintain and repeat business.Achieved top satisfaction, retention, and referral rankings on a consistent basis. Handled the needs of up to 500 customers per shift, including collecting and tracking, payments, dealing with any and all customer service issues.Ranked as the most effective in Collection Department out of 212 representatives. MVP of Customer Service and Satisfaction Award 3 months in a row. Cross-trained on effective and efficient methods and ways to improve customer satisfaction in bill collecting roles to provide skilled back-up for our customer and retention teams. Productively Helped customers with their questions and concerns, Emathized with all consumers effectively listening to each consumer individually because we all know-know 2 customers are the same. This strategy I would say say was a success which resulted in a 48% reduction with complaint calls.Consistently outperformed my daily productivity and payment processing goals. Improved service quality and increased Customer Satisfaction by developing a strong understanding of the company's products and services. Ranked in the top 15% for customer satisfaction among 320 of my peers. Numerous times I was number 5 or above for customer service, knowledge of product, customer satisfactory, and following all FDCPA guidelines and regulations while unknowingly being monitored and recorded by quality assuranceProviding each customer with a high level of service and support, paving the way for future business opportunities.Increased customer satisfaction ratings by 62% by effectively answering questions, Empathizing Accordantly suggesting effective solutions, and resolving issues quickly. Was in charge of mentoring junior team members and managing employee relations. In Home Health Aid - August, 2010 to November, 2013 Coalition for independence - Kansas City, KSEnsured each patient's safety and well-being within accordance with their case - care plan. Provided mental and emotional support to clients in order to improve physical and mental functioning mobility with less stress offering various outlets hoping for different outcomes lowering anxiety and stress the goal is improving the patients overall mental health and happiness.Helped with general housekeeping tasks like cooking, meal preparation, and grocery shopping, organizing, and making sure everything is done to the patients approval, accommodating and accomplishing our day to day goals, tasks, and activities. Improved my skills by actively participating in employee trainings and enrolling in classes to improve and gain as much knowledge as possible.Followed nutritional plans, which included purchasing ingredients from local stores to prepare optimal meals.Assisted patients in completing tasks such as walking and mobility, thereby reducing the daily burden on family members.Built trust and rapport with patients in order to create a maintain a safe and healthy environment in which to provide care.Planned and administered daily medicine schedules to help clients manage their symptoms and improve their quality of life.Developed a strong understanding of medications and medical terminology through consistent research, continuing education, and hands on experienc. Did basic housework such as mopping, dishwashing, vacuuming, garbage disposal, and dusting, laundry.Assisted patients with daily chores and errands by transporting patients to and from appointments, cleaning personal spaces, purchasing supplies as needed, keeping and accurately maintaining the patients books so they can feel less stressed about obtaining records and receipts for their finances.Assisted patients with limited physical abilities to upkeep their appearance and hygiene by dressing, grooming, feeding and bathing. anything needed or necessary for patients to smile, feel, smell, and take pride in their day to day appearance. Disinfected the equipment with appropriate cleaning products to reduce the risk of infection after each usage.Kept a close eye on clients' behavior and emotional responses, consulting with Drs Office or indirectly to address any concerns and protect each individual from harm. Interacted with patients and families with kindness and a positive, outgoing demeanor, resulting in the development of long-term professional relationships. Helped disabled clients in any way I could to help them achieve independence and happiness. Prepared tasty, nourishing meals for patients with High Blood pressure, cholesterol and diabetes these conditions request a low salt and sodium intake to promote better nutrition. Entered information into log books, journals, and care plans in order to accurately document and report patient progress.Checked vital signs on an individualized time basis and contacted their Dr if there were any health concerns or behavioral changes with the patients. Bill Collector/Skip tracer/Customer Service Team Member - November, 2005 to January, 2009 Encore Receivable Management - Olathe, KSUsed motivational and analytical strategies to assist employees with day-to-day work and complex problems.Kept revenue streams alive by researching competitors, absorbing and retaining knowledge, continuously educating, others, and adapting strong communication skills both verbal and written, negotiation techniques and strategies, like offering settlements and other payment options and solutions as needed or as necessary Reminder/Remember everybody likes to think their getting the best deal just like telemarketing/sales you half to sell ur pitch not just sell ur pitch but to convince the consumers that theyre getting a once In a lifetime deal, without lying, misleading, nor violating the FDCPA. You must sell your self through your voice with your pitch with confidence and conviction.Was responsible for ensuring and improving the Customer Service Center's performance, as well as coaching the CS team. in addition to training my New Bill Collector colleagues. Equipping them with my personal experienced ideas, sharing information, building rep-ore, teaching rebuttals, gaining knowledge learning our strengths and weaknesses and taring down those buries one at a time.Used strong listening, open-ended questioning, and appropriate response skills to effectively communicate with various departments, including Quality Assurance Management and Customer Service Department.Kept track of metrics and developed actionable insights to boost efficiency and productivity. Oversaw process improvement and problem-solving efforts for the customer support team, including the creation of standard procedures and an escalation policy. Instructed team members on how to provide friendly, professional service while adhering and empathizing to established service models.Resolved issues that customers might encounter.Kept financial records accurate, current, and compliant by monitoring records and addressing variances. Keeping logged documentation in Excel.Conducted training and then mentored team members that passionately wanted to strive for success, taught to be stern, remain calm and sound/stay confident and focused?, stay calm and just breath (remember they cant see u) stay focused, keep control of the call, empathize and learn your rebuttals especially. productivity, accuracy, and documenting efficiently, stay up to date with Laws from the FDCPA with commitment to friendly service. Setting and monitoring Customer Service Quality assurance Objectives. Assessed associate-customer interactions to identify areas that needs to be improved. Used adequately listening and communication skills to quickly and adequately resolve issues, which helped me build rapport and positive relationships with clients. Used motivational and analytical strategies to assist employees with day-to-day work and complex problems.GED - 2004JCCC - Overland Park, KSNursing - Some college (No degree)Wright business college - Overland Park, KSPositive learning processReports generation and analysisHeavy liftingQuick learnerFinancial records and processingSupply replenishmentTime management skillsAccounts payable/receivableExcellent with kidsExcel in [areas of expertise]Multi-Task ManagementBudgetingExcellent communicationCustomer satisfactionMicrosoft OfficeCRM SystemsComputer literateTax preparationComputer literateCRM SystemsCRM SystemsEducationSkillsWith a dominate but decisiveness nature and a straight forward-thinking approach, this leader is very knowledgeable, articulate, educated with plenty more potential to gain and room for growth. empowering-leader. peer encouragment, ready and fully focused on succeeding and financial growth, personnel, and operational operations. with 10+years of not only owning but managing, maintaining, and successfully operating my own business. With over 8+yrs of customer service experience, Bill collecting / cold calling, telemarketing, money driven, fast learning leadership, who isnt afraid to step up and take charge when need to be. requires little to know supervision. Thrives for success, very passionate, trustworthy, knowledgeable, competitive but when need to be very empathetic, fully comprehends and understands the importance of time management, customer relationships, and the importance of building trust worthy relationships with great rep-ore with not only potentially new clientele, but current and possible future clientele as well. able and willing to go above and beyond normal standards and expectations to successfully succeed and watch the company growth. Willing to work late or overtime as needed giving positive peer encouragement and management have praised for hisLooking for a challenging new role with a growing team where I can apply my expertise and extensive experience in customer service manager or bill collector. Setting goals, quality standards, productivity and professionalism, while leading quick efficient goal oriented and high achievements objectives are all skills that this forward-thinking leader possesses. Pursuing a new position that rewards hard work and dedication. Knowledgable in a variety of fields & designs testing methodologies. Focused on ensuring smooth financial, personnel, and operational operations. with Peers and management have praised me for the unrivaled professionalism. Professional Summary |
