Qualified Customer Service/Collections Manager who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Directed call centers consisting of 10+ representatives. Committed to delivering success through effective personnel and workflow management. Versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Early arrival to process payments for the day. Monitoring the amounts calls and the collectors daily goals. Making outbound calls and taking inbound calls pertaining to consumers' account(s). Scheduled and interviewed candidates for potential employment.
Directing and managing approximately 50 calls, while providing customer service. Contacted consumers regarding their payday loans and sent correspondence in reference to arrangements or account(s) paid off in full. Skip traced called using tools such as Accurint and TLO
Arranged payment or payment plans for consumers regarding debts due to credit cards, payday loans and (or) jewelry account(s). Recovered the departments payments returned due to insufficient funds. Trained new employees on skip tracing tools such as Accurint, along with company's dialer system.
Assisted card holders with payments in full or plans to allow balance to become current (to avoid closing account(s) and or having a negative report sent to the credit bureau. Offered card holders options on how to keep account(s) in an active status. Submitted request for correspondence to be sent when requested by consumer regarding their account(s).
Provided customer service to Taxpayers with outstanding debts with the State of Michigan for unpaid personal, and, or property tax. Suggested resolutions on account(s) with payment in full or plan to avoid being levied or having personal property leined. Sent out correspondence in reference to arrangements or to show account(s) had been paid in full. Used the dialer to make some outbound calls along with utilizing Accurint to skip trace.
Submitted orders and provided information for consumers who were interested in products such as Total Gym and Bare Minerals. Monitoring and supervising 10+ Customer Service Representatives on calls and information being provided. Monitoring system call centers numbers and observing company's goals.
Computed Data Reports
Proficient in computer applications such as MS Word, MS Excel and Outlook. Averaging 40 wpm, punctual, willingness to learn new things. Trustworthy person with the ability to quickly adapt to new employment guidelines and procedures. I have excellent communication skills and the ability to help resolve financial issues.
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