Melissa Yagelnesky
Sherwood Park,AB
Summary
Dynamic Account Specialist at Curo Financial with a proven track record in resolving billing disputes and enhancing customer satisfaction. Skilled in financial analysis and relationship building, I successfully negotiated payment plans, reducing bad debt significantly. My expertise in qualitative research and multiculturalism projects complements my commitment to delivering exceptional service and innovative solutions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Account Specialist
Curo Financial
Toronto, Ontario
02.2023 - Current
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Analyzed financial data to identify discrepancies in account balances and ensure accuracy of records.
- Performed research on various accounting topics in order to stay up-to-date with industry trends.
- Researched and resolved customer inquiries regarding billing issues or payment disputes.
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Collaborated with other departments to resolve problems related to customer accounts.
- Developed and maintained customer accounts by accurately recording customer information.
- Developed and maintained relationships with clients to ensure satisfaction with services provided.
- Reviewed financial status and evaluated discrepancies by assessing account information and activities.
- Negotiated payment plans with clients experiencing financial difficulties, reducing bad debt.
Customer Service Representative
Canada Drives
Vancouver, British Columbia
10.2021 - 01.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Financial Planner
Vancouver Career College
Surrey , British Columbia
12.2009 - 12.2021
- Provided guidance on budgeting and debt management strategies.
- Built strong relationships with clients through effective communication skills.
- Presented complex concepts related to finance in a clear manner that was easily understood by clients.
- Performed due diligence when selecting new investments for client portfolios.
- Counseled clients on how best to use their assets in order to meet their long-term goals.
- Collaborated with internal teams to develop innovative solutions for customer needs.
- Monitored clients' accounts and recommended adjustments in response to changing market conditions.
- Maintained up-to-date knowledge of financial products available in the market.
- Assisted with the preparation of documents required for the completion of transactions.
- Created presentations outlining various options available to help reach short-term objectives.
- Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals and risk tolerance.
- Recommended strategies to clients to help achieve financial goals.
- Counseled clients on financial matters and provided recommendations on investment opportunities, products, and services based on client needs and asset availability.
Bill Collector
Skylink
Surrey, British Columbia
11.2013 - 06.2014
- Identified opportunities for process improvement within the collections department.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Provided guidance on legal matters concerning collection procedures.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Identified opportunities for improved efficiency in the collections process.
- Conducted skip tracing activities to locate delinquent customers.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Resolved complex issues that arose during the collections process.
Addictions Worker
Courage to Change
White Rock, British Columbia
02.2006 - 08.2008
- In Take Cliental
- Medication
- Daily Meetings with Cliental
- Data Entry
- Daily Reports
- Proficient with making Notes on each case
- Planning Activity outside the home
- Intermediator dealing with lawyers and Police officers
CWL 1 Worker
Traliee Holdings
Edmonton, Alberta
03.2003 - 02.2006
- Assisted with clients with Down Syndrome and Feudal Alcohol syndrome
- Gave daily medications.
- Took clients to their daily activates
- Bathed clients.
- Made dinner lunch breakfast and snacks
- played games to their capacity level
Supervisor
Canadian Diabetes Society
Edmonton, Alberta
06.2001 - 03.2003
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
- Directed and supervised team of 15 employees in daily operations.
- Created new strategies for improving customer service standards within the organization.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Trained new employees on company policies and procedures.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Responded to customer questions regarding products, prices and availability.
Education
High School Diploma -
Eastglen Composite High School
Edmonton, AB06-1998
Some College (No Degree) - Microsoft Office Specialist
Reeves College
Edmonton, ABSkills
- Expertise in qualitative research, recruitment
- Multiculturalism research projects
- Writing Papers on Social issues
Certification
- Non Violence Prevention
- WHMIS
- Food Safe
- Basic Pharmacy Certificate for medication
- Financial Planner Certificate
Timeline
Account Specialist
Curo Financial
02.2023 - Current
Customer Service Representative
Canada Drives
10.2021 - 01.2023
Bill Collector
Skylink
11.2013 - 06.2014
Financial Planner
Vancouver Career College
12.2009 - 12.2021
Addictions Worker
Courage to Change
02.2006 - 08.2008
CWL 1 Worker
Traliee Holdings
03.2003 - 02.2006
Supervisor
Canadian Diabetes Society
06.2001 - 03.2003
High School Diploma -
Eastglen Composite High School
Some College (No Degree) - Microsoft Office Specialist
Reeves College