SHISGALLY KERSHBAUMER
Doylestown,PA
Summary
Compassionate human being accustomed to treating diverse people needs while managing dynamic conditions. Offering excellent clinical knowledge and judgment combined with strong documentation vitals monitoring and problem-solving abilities
Well-versed in managing emergent cases with poise. Bilingual Social Services Director considered multitasking leader with terrific interpersonal and communication skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employing options where great customer service and positive attitude will make a difference. Strong work ethic, Adept at working effectively unsupervised and quickly mastering new skills strategies and fostering strong customer relationships, I significantly enhanced collection rates at Assurance Global & Commercial Collections Consultants. My expertise in skip tracing and bilingual communication, paired with a goal-oriented mindset, has consistently improved client satisfaction and financial outcomes. Proactive and meticulous Manager with over 20 years of experience in Customer Service industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation
Overview
15
15
years of professional experience
Work History
Bilingual Debt Collector
Commercial Collection Consultants
09.2022 - Current
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Managed debt collection processes for bilingual clients, ensuring clear communication and resolution.
- Excellent communication skills. Decision making
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Collaborated with other departments to verify customer compliance with payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
Creditor Case Manager
Assurance Global Financial Services &Solutions
08.2018 - Current
- Maintained accurate records of all credit-related activities, facilitating efficient reporting and analysis for management review.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Maintained consistently high success rate of collecting on overdue accounts.
- Contributed to team success by consistently meeting or surpassing established performance metrics with professionalism and expertise.
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Fostered culture of respect and empathy, guiding debtors towards feasible payment solutions without compromising on amount owed.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Processed debtor payments and updated accounts to reflect new balance.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Collaborated with legal team to prepare documentation for court proceedings, ensuring compliance with regulations and proper representation of the company''s interests.
- Developed rapport with debtors by demonstrating understanding of their situations while clearly outlining available solutions for resolving debts owed.
- Initiated contact with debtors to enquire about financial status and negotiate repayment terms.
- Achieved high customer satisfaction, empathetically handling debtor communications and providing clear, helpful information.
- Boosted customer relations, calmly addressing and resolving debtor inquiries and complaints.
Assistant Manager
Normans Hallmark
06.2023 - 04.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted performance evaluations and provided constructive feedback to employees.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Manager
Colonial Farms
09.2009 - 08.2018
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Tailored training content to meet specific needs of customer service representatives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Maintain knowledge of company products and services to promptly.
Education
No Degree - Social Sciences Education
Bucks County Community College
Newtown, PA2019
Associate of Applied Science - AESL( American English As A Second Language)
Bucks County Community College
Newtown, PA2018
No Degree - Tourism And Hospitality Management
Universidad San Agustin
Arequipa- Peru2004
GED -
Bucks County Community College
Newtown, PA01-2019
Skills
- Debt recovery strategies
- Skip tracing techniques
- Patience and persistence
- Goal-oriented mindset
- Spanish language tutoring
- Foundational knowledge
- Customer support and assistance
- Negotiation
- Case investigation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Assistant Manager
Normans Hallmark
06.2023 - 04.2024
Bilingual Debt Collector
Commercial Collection Consultants
09.2022 - Current
Creditor Case Manager
Assurance Global Financial Services &Solutions
08.2018 - Current
Customer Service Manager
Colonial Farms
09.2009 - 08.2018
No Degree - Social Sciences Education
Bucks County Community College
Associate of Applied Science - AESL( American English As A Second Language)
Bucks County Community College
No Degree - Tourism And Hospitality Management
Universidad San Agustin
GED -
Bucks County Community College
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