Collections Agent resume example with 9 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Personable customer service agent employing exceptional relationship building abilities to cultivate positive rapport among clients, staff and management. Highly-developed communicator with outstanding capabilities in complex problem-solving and conflict resolution. Proficient in Microsoft word, excel and billing with expertise in resource allocation and schedule management.
Skills
Customer service
Human resources best practices
Excel spreadsheets
Employee training and development
Cash deposit preparation
Inbound and Outbound Marketing
Documentation and reporting
QuickBooks
Team-oriented
Billing practices
Experience
Collections Agent, 06/2018 - Current Iqor – Plymouth, MN,
Acquired credit reporting data for new and existing customers.
Contacted customers and explained debt management to encourage timely debt payments.
Created repayment plans based on account holders' financial status and repayment abilities.
Followed fair debt practices and regulatory guidelines when managing collections process.
Achieved production goals by training new employees and incentivizing team members.
Resolved balance errors using accounting software.
Improved existing collections processes by analyzing rejection patterns and denials.
Identified past due accounts and contacted account holders to arrange payment.
Call Center Representative, 03/2016 - 06/2018 Uncle Credit Union – Livermore, CA,
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Prepared, completed and processed customer account forms and database changes.
Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Tracked and submitted employee time sheets to accounting department for payroll processing.
Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and ensure compliance with company policies and procedures.
Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
Arranged domestic and international travel, hotel and transportation needs for staff.
Processed financial documents including contracts, expense reports and invoices.
Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
Created PowerPoint presentations used for business development.
Liaised between internal and external stakeholders, providing updated project status and performance reports.
Education and Training
Associate of Applied Science: , Expected in 05/2018 - Houston Community College - Houston, TX GPA:
Activities and Honors
Additional Information
November 2016 to presentCustomer Service RepresentativeMaintained attendance expectations.Maintained expectations regarding call quality and resolution time.Multi-tasked systems while providing service and resolving customer issues, upgrades, etc.Received several perfect customer feedback ratingsSurpassed the sales quota and upgrade of services.Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity.Processed credit card and electronic check payments utilizing company database and softwareEstablished rapport with clients while providing information concerning the company's products.FUDDRUCKERS - October 2014 to November 2016assistant manager - FUDDRUCKERS10500 town and country wayGreeted customers entering the store to ascertain what each customer wanted or needed.Conducted successful cash audits at the end of each shift.Engendered customer loyalty by remembering personal preferences and allergy information.Trained new team members with positive reinforcement and respectful, encouraging coaching.Maintained high standards of customer service during high-volume, fast-paced operations.Verified that prepared food met all standards for quality and quantity.Investigated and resolved customer inquiries and complaints in an empathetic manner.Updated customer orders from start to finish in an accurate and timely manner.Met all customer call guidelines including service levels, handle time and productivity.Solved unresolved customer issues.TIMEWISE - Houston, TX - March 2012 to September 2014 head CashierProvided required weekly, monthly and quarterly reports listing sales figures and client track records.Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.Consistently generated additional revenue through skilled sales techniques.Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders.Assisted in the managing of the company database and verified, edited and modified members' information.Receive payment by cash, check, credit cards, vouchers, or automatic debits.Issue receipts, refunds, credits, or change due to customers.Assist customers by providing information and resolving their complaints.Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers,or optical price scanners.Greet customers entering establishments.Answer customers' questions, and provide information on procedures or policies.Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floorsand emptying trash cans.Stock shelves, and mark prices on shelves and items.Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying outcustomers' items.
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