Donna Gurney

* Monitored accounts for compliance with established payment plans and flagged non-compliances.

* Processed payments and applied to customer balances.

* Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.

* Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

* Researched billing errors and discrepancies to initiate corrective action.

* Listened to customers and negotiated solutions that met creditor and debtor needs.

* Utilized various tools and resources to locate hard-to-reach customers, increasing collection opportunities. Eg. Phone, Email and SMS.

* Analyzed customer financial records to determine appropriate payment plan.

* Provided exceptional customer service while upholding professionalism during difficult conversations with debtors regarding their outstanding balances.

* Processed debtor payments and updated accounts to reflect new balance.

* Maintained accurate records of customer accounts, payments and payment plans.

* Assisted debtors in setting up payment plans to recover overdue balances.

* Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.

* Located and monitored overdue accounts by using automated systems.

* Trained new team members on scripts, company services, and collection strategies.

* Self-motivated, with a strong sense of personal responsibility.

* Learned and adapted quickly to new technology and software applications.

* Create a warm and welcoming atmosphere for our clients.
* Ensure customer enquiries are being addressed promptly.
* Complete any administrative duties required in relation to a students assessment, enrolment, record maintenance & payment.
* Manages students attendance including communication with parents regarding missed lessons.

* Support the Customer Engagement Manager to achieve
growth targets.
* Collaborate to flag any student attendance concerns.
* Support the Customer Engagement Manager with any
localised marketing initiatives.
* Communicate and support the tutors with
student attendance.
* Assist the tutors with the development of
the student relationship by introducing new
students or students on makeup lessons.

* Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.

* Meeting work accuracy and deadline requirements.

* Improved overall department efficiency by streamlining processes and implementing new policies.

* Complete tasks as requested by Night Fill Captain.

* Used basic mathematical skills to estimate weights, heights and centres of balance for proper pallet building.

* Unpacked trucks, moved merchandise and stocked shelves to provide an appealing sales floor and positive customer experience.

* Pulled out-of-date, damaged or returned stock

* Cleaned and organized sales and stock areas.

* Leveraged keyboard and handheld units to input data to database.

* Performed section resets to match new planograms.

* Maintained productivity and accuracy.

* Provided primary customer support to internal and external customers.

* Recommended products to customers.

* Fielded customer queries regarding available merchandise, sales, current prices and upcoming company changes.

* Liaised with customers, management and sales team to better understand customer needs.

* Responded to customer queries promptly.

* Answered constant flow of customer calls in a timely manner.

* Appointment setting.

* Consulted with outside parties to resolve discrepancies and create an effective resolution.

* Assistance to Office Manager.

* Confirmed appointments, client communication and record maintenance.

* Multitasking and meeting time sensitive deadlines.

* Oversaw inventory materials monitoring, requisitions and stock supply.

* Answered large volume of calls.

* Prepared documentation and reports for office meetings, distribution and filing.

* Appointment and meeting setting for senior management team.

* Triaged incoming calls

* Drafted memos, letters and marketing material.

* Resolved customer problems and complaints.

* Collating client contracts.