Shaina Lytle
Gainesville,VA
Summary
Adept at driving revenue growth and enhancing customer trust, I excelled at Carahsoft by leveraging strong negotiation skills and empathy. My background includes streamlining event coordination at Lost Creek Winery and boosting client satisfaction at Century 21 through effective conflict resolution and teamwork orientation.
Overview
4
4
years of professional experience
Work History
Collections Specialist
Carahsoft
06.2023 - Current
- Negotiated to collect balance in full for over 500 customers weekly.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Maintained high volume of calls and met demands of busy and productive group.
- Trained new team members on scripts, company services, and collection strategies.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- Enhanced customer trust and retention with empathetic and solution-focused interactions.
Event Coordinator
Lost Creek Winery
08.2021 - 08.2023
- Coordinated schedules and timelines for over 200 events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Managed event logistics and operations.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Developed creative marketing materials that generated interest and boosted event attendance.
- Facilitated smooth transitions between event segments by creating detailed schedules and providing clear communication to staff and participants.
- Brainstormed and implemented creative event concepts and themes.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Facilitated memorable experiences, overseeing creative direction of event themes, decor, and entertainment options.
Customer Service Representative
Century 21
11.2020 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints for over 70 clients with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Identified and resolved discrepancies and errors in customer accounts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Associate Of Business Administration - Marketing
Northern Virginia Community College
ManassasSkills
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
- Professionalism and ethics
- Conflict resolution techniques
- Data entry efficiency
- Financial management
- Record keeping proficiency
- Strong negotiation skills
- Empathy and tactfulness
- New hire training
- Work Planning and Prioritization
- Organizational skills
Timeline
Collections Specialist
Carahsoft
06.2023 - Current
Event Coordinator
Lost Creek Winery
08.2021 - 08.2023
Customer Service Representative
Century 21
11.2020 - 03.2022
Associate Of Business Administration - Marketing
Northern Virginia Community College
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