Professional Experience
Account Management & Client Relations Specialist. Timeshare Exit Company
February 2023 – Present
- Correspondence & Account Management: Oversee and manage communications with resorts and clients, ensuring timely and accurate processing of cancellation requests, inquiries, and complaints to facilitate the relinquishment of client accounts.
- Email Management: Monitor and respond promptly to all emails, delegating tasks to specialists for review and ensuring efficient account updates and processing.
- Client Follow-Ups: Conduct regular follow-ups with clients via email and phone to provide updates on account status, ensuring transparency and continued engagement throughout the process.
- Client Retention & Support: Address client frustrations related to the lengthy timeshare release process, offering support and reassurance to maintain engagement until resolution.
Customer Service Representative / Chat Support Professional
AFNI | December 2016 – February 2023
- Delivered effective solutions to customer inquiries, focusing on long-term resolutions for billing and account concerns.
- Maintained a high standard of customer satisfaction by addressing issues efficiently and ensuring positive customer interactions.
Customer Support Professional
Convergys | April 2013 – December 2015
- Provided comprehensive support for customer accounts, resolving billing and technical concerns while offering solutions to maintain business relationships.
- Roles Held:
- Customer Service Representative: Managed general inquiries and concerns.
- Technical Support Specialist: Delivered technical assistance alongside standard customer service.
- Loyalty Specialist: Developed retention strategies to enhance customer loyalty and reduce churn.
Accounts Receivable / Customer Service Representative
NCO-RMH Services (Alorica) | June 2009 – June 2012
- Managed customer accounts, overseeing billing status and payment arrangements to ensure timely resolution.
- Reviewed billing treatments and handled escalated customer issues to optimize service efficiency.
