Wilford Casanova
806 Frostfield Dr Apt. 3A Mishawaka
Summary
Highly skilled and empathetic bilingual customer service representative with over 5 years of experience in assisting diverse clientele. Fluent in English and Spanish, adept at resolving complex issues, and committed to ensuring exceptional customer service experiences.
Overview
6
6
years of professional experience
Work History
Billing Specialist
IBEX
11.2020 - 10.2023
- Coordinate with customers, vendors and other departments to resolve discrepancies and ensure accurate billing
- Prepared, audited and processed invoices and statements, verifying accuracy of all data and maintaining detailed records
- Managed the accounts receivable process, ensuring timely collection of payment and tracking payments and adjustments
- Generated reports to track payments and identify discrepancies on invoices
- Developed and maintained close relationships with customers to ensure satisfaction and ensure prompt resolution of any billing issues.
Customer Services - Technical Support
SITEL
07.2019 - 09.2020
- Quality control
- Operation analysis
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Actively maintained and updated customer account
- Actively worked to display a courteous and empathetic attitude to customers.
Collections Department
Connect International
03.2018 - 06.2019
- Used scripted conversation prompts to convey current account information and obtain payments
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications
- Worked with customer to create debt repayment plan based on current financial condition
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
Systems Engineering
Bluefield’s Indian Caribbean University (BICU)
11.2016
High School Diploma -
The Seven Day Adventist High School
12.2010
Skills
- Active listening
- Problem solving
- Adaptability
- Product knowledge
- Conflict resolution
- Attention to details
- Interpersonal communication
- Decision-making
- Positive attitude
- Complaint resolution
- Taking responsibility
- Computer literacy
- Patience
- Technical knowledge
- Teamwork and collaboration
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Billing Specialist
IBEX
11.2020 - 10.2023
Customer Services - Technical Support
SITEL
07.2019 - 09.2020
Collections Department
Connect International
03.2018 - 06.2019
Systems Engineering
Bluefield’s Indian Caribbean University (BICU)
High School Diploma -
The Seven Day Adventist High School
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