Charleston Johnson

Customer Experience Specialist

InDebted

Dec 2024 - Current (1 year 5 months)

• Contacting debtors through various channels like phone calls, emails, or letters to discuss overdue payments. • Negotiating repayment plans, deadlines, and settlement agreements based on a financial assessment of the debtor's ability to pay. • Handling debtor inquiries, complaints, and disputes with professionalism and empathy.

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Consultant Support Representative

Norwex-Coppell,

Jun 2023 - Nov 2024 (1 year 6 months)

• Providing Consultants and Customers with a top-notch experience by either phone, email, tickets, live chat, or social media • Answer incoming Consultant calls regarding billing issues, order or shipping problems, service questions, system troubleshoot and general client concerns • Gather information thoroughly and efficiently, educate the caller as needed or assist with the request and document interactions • Update Consultant information in their account during each call • Continuously stay updated on changes in product, programs, promotions, etc. • Responsible for maintaining a high level of professionalism with Consultants and working to establish a positive rapport with every caller • Impact the company's bottom line by problem

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Customer Account Representative

American Honda Finance Corporation-Irving,

Dec 2021 - Apr 2023 (1 year 5 months)

• Utilize customer database to initiate customer contact and determine reason for delinquency • Evaluates customers' financial situations and negotiates terms of repayment to bring account current. • Maintain quality and accuracy for compliance • Responsible for skip tracing/collateral analysis. • Handle more complex accounts

Energy Consultant Support

Ambit

Jul 2016 - Nov 2021 (5 years 5 months)

• Responsible for assisting field Consultants with customer account inquiries. • Processing manual customer enrollments. • Consultant account maintenance. • Payment processing and posting.

Dealer Services Recovery Specialist

Wells Fargo

Aug 2013 - Jul 2016 (3 years)

• Utilize customer database to initiate customer contact and determine reason for delinquency • Evaluates customers' financial situations and negotiates terms of repayment to bring account current. • Maintain quality and accuracy for compliance • Responsible for skip tracing/collateral analysis. • Handle more complex accounts • Preparing repossession summary accounts for Dallas Police Dept

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Customer Service Advocate

Capital One Bank

Nov 2006 - Jul 2013 (6 years 9 months)

• Assist customers with inquiries about their account • Use of exceptional communication skills • Represent the needs of the customer to the company, ensuring that they receive high-quality service • Ensured compliance with company policies and procedures

Charleston Johnson

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