Demetria McGee
West Monroe
Summary
Eager to tackle fresh challenges with a strong work ethic, adaptability, and exceptional interpersonal skills. Proficient at working autonomously, excelling in swiftly mastering new skills to deliver results efficiently.
Overview
20
20
years of professional experience
Work History
Customer Care Representative
Entergy
04.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
Collections Specialist
Coast Professional Inc.
07.2023 - 04.2024
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
Sales Associate
Dillards Department Store
12.2022 - 07.2023
- Greeted customers and provided exceptional customer service.
- Maintained up-to-date knowledge of store merchandise and policies.
- Processed transactions using a point-of-sale system.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
Collections Specialist/Technical Support Representative
CenturyLink
12.2017 - 12.2022
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Demonstrated advanced product knowledge to solve customer issues.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained up-to-date case documentation for future reference.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Mortgage Document Specialist
Chase Home Finance LLC
01.2005 - 12.2017
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
Education
High School Diploma -
McCall Sr. High School
Tallulah, LA05.1997
Skills
- Relationship Building
- Call Center Background
- Performance Improvement Techniques
- Outbound Calling
- Account Reconciliation
- Payment Acceptance
- Mortgage Banking and Analysis
- Word Processing
- Data Verification
- Document Scanning
- Sales
- Data Collection
- Data Processing
- Customer service
- Inbound customer service
- Data entry
- Complaint handling
- Problem resolution
- Payment processing
- Customer relations
- First call resolution
- Product knowledge
- Order processing
- Conflict mediation
- Customer relationship management
- Appointment scheduling
- Billing coordination
- Database research
- Product education
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Decision-making
- Adaptability and flexibility
- Phone etiquette
- Task prioritization
- Technical troubleshooting
- Email communication
- Verbal and written communication
- Quality assurance
- Stress management
- Call handling
- Point-of-sale system
Education and Training
other
Timeline
Customer Care Representative
Entergy
04.2024 - Current
Collections Specialist
Coast Professional Inc.
07.2023 - 04.2024
Sales Associate
Dillards Department Store
12.2022 - 07.2023
Collections Specialist/Technical Support Representative
CenturyLink
12.2017 - 12.2022
Mortgage Document Specialist
Chase Home Finance LLC
01.2005 - 12.2017
High School Diploma -
McCall Sr. High School
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