ERICA VOROBETS
Rogersville
Summary
Seeking a long-term position in a dynamic environment that promotes skill development and knowledge enhancement. Dedicated to contributing to organizational success by leveraging expertise to drive results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Collector
Expedia Group
10.2024 - Current
- Mentored junior collectors on effective negotiation techniques and account management practices.
- Analyzed customer payment patterns to identify trends and proactively address potential issues.
- Developed training materials for new staff focusing on compliance with industry regulations and best practices.
- Established key performance indicators (KPIs) for team members - driving accountability and continuous improvement initiatives.
- Established strong working relationships with clients by demonstrating empathy, professionalism, and commitment to finding mutually satisfactory resolutions.
Collections Associate
Expedia Group
01.2022 - 10.2024
- Handle a high influx of in-bound and out-bound calls pertaining to the reconciliation and collection of delinquent accounts.
- Analyze customer accounts to determine whether it is considered delinquent
- Prepare and send notifications of payments past due
- Assist customers in finding a way to meet financial obligations without getting further behind
- Place phone calls to customers to remind them of payments and account balance
Barista
Starbucks Coffee Company
09.2021 - 01.2022
- Anticipated customer and store needs by constantly evaluating and assessing the environment for cues.
- Maintained a safe, clean, and professional workspace and appearance at all times.
- Took customers’ orders, prepared beverages, served food items, cleaned tables, and restocked the bar for maximum efficiency.
- Assisted customers with any concerns which may have arisen, from coffee mistakes to dietary restrictions.
Customer Service Representative
Health Net
11.2020 - 08.2021
- Responding to telephone inquiries and complaints
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns in a timely manner.
- Quoted members benefits and eligibility for procedures using CPT codes.
- Documenting each call using a company program.
- Escalating inquiries to appropriate staff as required.
- Understanding importance of HIPAA compliance and making sure to verify HIPAA with each caller
Sales Associate
New York And Company
10.2018 - 08.2020
- Demonstrate business acumen to drive sale results and achieve individual and store goals in line with Company initiatives.
- Promote all Brand Initiatives (Credit, Reward, Email Capture, etc.) and achieve all personal goals
- Support the store motto that is committed to exceeding customer expectations and delivering the highest level of customer service at all times
- Follow leadership direction to maintain proper floor coverage to maximize store volume
- Ensure that the sales floor is full, sized, organized and clean
Team Member
Original Pizza House
06.2017 - 10.2018
- Demonstrated integrity and honesty while interacting with customers, team members and managers.
- Managed high volume phone orders as well as walk-in orders.
- Handled currency and credit transactions quickly and accurately
- Unloaded delivery trucks and organized the stockroom weekly.
- Sanitized kitchen/bathroom areas and kept the dining room clean.
Education
No Degree -
American River College
High School Diploma -
Heritage Peak Charter School
Skills
- Bilingual: English/Ukrainian
- Excellent customer service
- Goal oriented
- Multi-line phone use
- Quick Learner
- Team Player
Certification
Medical Terminology CTE
Medical Assisting CTE
Phlebotomy CTE
Timeline
Senior Collector
Expedia Group
10.2024 - Current
Collections Associate
Expedia Group
01.2022 - 10.2024
Barista
Starbucks Coffee Company
09.2021 - 01.2022
Customer Service Representative
Health Net
11.2020 - 08.2021
Sales Associate
New York And Company
10.2018 - 08.2020
Team Member
Original Pizza House
06.2017 - 10.2018
No Degree -
American River College
High School Diploma -
Heritage Peak Charter School