Amanda Smith
Taylorville
Summary
Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy and professionalism. Customer Service Representative who is highly energetic, outgoing and detail-oriented. Handles multiple responsibilities simultaneously while providing exceptional customer service.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Collector Agent
CCP/PayCourt
10.2018 - Current
- Increased recovery rates by conducting thorough account research and identifying potential sources of repayment.
- Enhanced internal training programs by contributing valuable insights from personal experiences as a Collector Agent.
- Exceeded performance targets consistently through diligent work ethic, excellent negotiation skills, and strong attention to detail.
- Implemented effective time management strategies to prioritize high-value accounts, maximizing overall revenue collection.
- Resolved disputes with customers, resulting in mutually agreeable payment arrangements and preserving positive relationships.
- Collaborated cross-functionally with other departments to address complex cases or escalate issues when necessary.
- Demonstrated empathy towards customers while remaining assertive in pursuing outstanding balances owed to the company.
- Maintained accurate records of customer payments and contact information, ensuring efficient collection processes.
- Provided exceptional customer service during all interactions, promoting positive brand image and fostering customer loyalty.
- Improved customer satisfaction by effectively negotiating payment plans tailored to individual financial situations.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Documented customer payment interactions and account statuses for future reference.
- Identified and contacted customers with overdue accounts to address payment status.
CNA
Gowin Parc
03.2015 - 02.2016
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Food Service Worker
Aramark
08.2014 - 05.2015
- Prepared vegetables by cleaning, cutting and placing them in their correct containers and then laying them out in the salad bar for the children’s lunch hour
- Responsible for making wraps and sub sandwiches as requested by the students and teachers
- Needs to keep the work area clean around deli and salad bar
- Advised to help co-workers with any tasks needed as long as my work is completed
- Responsible for cleaning up the salad bar after lunch is over, refilling low containers with proper items, wrapping items and storing in proper cooler
- Making sure the salad bar is cleaned up and the water is wiped out of it
- In charge of inventory for salad bar items
Customer Service Representative
Marketing Alternatives
11.2010 - 02.2013
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified time frames
- Maintained up-to-date records at all times
- Developed effective relationships with all call center departments through clear communication
Customer Service Representative
Kelly Services- BCBS
06.2008 - 07.2009
- Provided accurate and appropriate information in response to customer inquiries
- Helped customers answer questionnaires in order to determine if their treatment was needed because of an accident or not
- Set up new cases for the appropriate department, if it treatment was caused by an accident
Customer Service Representative
Marketing Alternatives
03.2008 - 06.2008
- Provided accurate and appropriate information in response to customer inquiries
- Recorded accurate information of customer's location and dispatched help to them on Star 999
- Located specific information for customer's staying in Chicago, booked hotel rooms and other accommodations
- Demonstrated mastery of customer service call script within specified time frames
Certified Nursing Assistant
Meadow Manor
09.2007 - 02.2008
- Read and recorded temperature, pulse and respiration
- Observed and documented patient status and reported patient complaints to the case manager
- Completed and submitted clinical documentation in accordance with agency guidelines
- Prepared patient rooms prior to their arrival
- Assisted with adequate nutrition and fluid intake
- Provided transportation, assistance and companionship to clients
- Positioned residents for comfort and to prevent skin pressure problems
- Assisted with transferring residents in and out of wheelchairs and adaptive equipment
- Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs
- Assisted with ADLs
- Comforted patients and provided them with reassurance and encouragement
- Documented resident records on daily flow sheets
- Promoted personal and co-worker safety
- Exhibited compassionate care and communication with regard to issues of death and dying
Certified Nursing Assistant
Taylorville Care Center
08.2007 - 09.2007
- Observed and documented patient status and reported patient complaints to the case manager
- Completed and submitted clinical documentation in accordance with agency guidelines
- Collected urine and fecal samples
- Cleaned and organized patients' living quarters
- Positioned residents for comfort and to prevent skin pressure problems
- Assisted with transferring residents in and out of wheelchairs and adaptive equipment
- Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs
- Recognized and reported abnormalities and/or changes in patients' health status to nursing staff
- Documented resident records on daily flow sheets
- Promoted personal and co-worker safety
Customer Service Representative
Marketing Alternatives
08.2005 - 02.2007
- Compiled statistical information for special reports
- Created monthly reports for records, closed terminated records and completed chart audits
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified time frames
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records at all times
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Developed effective relationships with all call center departments through clear communication
- Assisted customers in adding money to their accounts to ensure they had funds on their transponders
Education
High School Diploma - General
Taylorville Senior High
Taylorville, IL01.2005
Prerequisites for Allied Health - Radiology
Lincoln Land Community College
Taylorville, IL01.2013
Skills
- High customer service standards
- Fast Learner
- Strong problem solving ability
- Dependable
- Devoted to data integrity
- Active listening skills
- Troubleshooting skills
- Energetic work attitude
- Payment processing
- Debt negotiation
- Empathy and tactfulness
- Patience and persistence
Certification
- CPR Certification
- CNA License
Timeline
Collector Agent
CCP/PayCourt
10.2018 - Current
CNA
Gowin Parc
03.2015 - 02.2016
Food Service Worker
Aramark
08.2014 - 05.2015
Customer Service Representative
Marketing Alternatives
11.2010 - 02.2013
Customer Service Representative
Kelly Services- BCBS
06.2008 - 07.2009
Customer Service Representative
Marketing Alternatives
03.2008 - 06.2008
Certified Nursing Assistant
Meadow Manor
09.2007 - 02.2008
Certified Nursing Assistant
Taylorville Care Center
08.2007 - 09.2007
Customer Service Representative
Marketing Alternatives
08.2005 - 02.2007
Prerequisites for Allied Health - Radiology
Lincoln Land Community College
High School Diploma - General
Taylorville Senior High
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