collections agent resume example with 3 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
Hardworking and knowledgeable Customer Service Analyst well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Skills
Call Center Operations
Creative Problem Solving
Upselling Products and Services
Customer Service
Verbal and Written Communication
Call Documentation
Calm and Professional Under Pressure
Customer Data Confidentiality
Customer Support
Inbound and Outbound Calling
Microsoft Office
Administrative and Office Support
Patient and Empathetic
Strong Analytical and Problem Solving Skills
Computer Skills
Work Prioritization
Collections Process Improvement
Overdue Balance Detection
Experience
Collections Agent, 01/2023 - Current Iqor – Tupelo, MS,
Identified past due accounts and contacted account holders to arrange payment.
Created repayment plans based on account holders' financial status and repayment abilities.
Maintained accurate records and reported on collection activity and accounts receivable status.
Monitored accounts to identify overdue payments and pursue timely remedies.
Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
Resolved billing discrepancies and customer credit issues.
Resolved balance errors using accounting software.
Acquired credit reporting data for new and existing customers.
Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Contacted customers and explained debt management to encourage timely debt payments.
Call Center Customer Service Representative, 01/2022 - 12/2022 St. Joseph Health – Hobbs, NM,
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Consulted with customers regarding needs and addressed concerns.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Strengthened customer retention by offering discount options.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Surpassed sales goals through implementation of successful marketing strategies.
Prepared and evaluated CRM reports to identify problems and areas for improvement.
Provided top quality control and eliminated downtime to maximize revenue.
Store Associate, 08/2021 - 01/2022 Whole Foods – Braselton, GA,
Stocked, replenished and organized inventory to keep store merchandise fresh.
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
Answered telephone to give callers store information and look up order details.
Answered questions about current promotions and resolved issues according to store policies.
Improved customer service feedback scores through outstanding service.
Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
Solicited sales from customers by identifying product needs and locating merchandise.
Greeted customers to determine wants or needs.
Answered store and merchandise questions and led customers to wanted items.
Computed purchases and received and processed cash or credit payment.
Ticketed, arranged and displayed merchandise to promote sales.
Placed special orders or called other stores to find desired items.
Call Center Representative, 02/2020 - 06/2021 Xometry – Minneapolis, MN,
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Maintained strong call control and quickly worked through scripts to address problems.
Offered resolutions to de-escalate calls and solve customer issues.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Education and Training
Postgrad Diploma: Business Management Human Resource Management, Bus, Expected in 04/2022 - Lambton College - Mississauga, ON, GPA: Status -
Master of Arts: Sociology, Expected in 06/2019 - Punjab University - India, GPA: Status -
Bachelor of Arts: Arts Education, Expected in 06/2017 - Punjab University - India, GPA: Status -
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