Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Diplomatic Collections Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Skills
Collections regulatory guidelines
Call center operations
Skip tracing
Repayment negotiations
Collections process improvement
Aged account reporting
Billing and collections best practices
Payment processing
Billing procedures
Data entry
Customer support
Multitasking
Experience
06/2018 to 09/2019Collections Agent,Customer CenterEnhanced Recovery Center | City, STATE,
Documented conversations with customers to track requests, problems and solutions.
Improved existing collections processes by analyzing rejection patterns and denials.
Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
Created repayment plans based on account holders' financial status and repayment abilities.
Acquired credit reporting data for new and existing customers.
Followed fair debt practices and regulatory guidelines when managing collections process.
Identified past due accounts and contacted account holders to arrange payment.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Contacted customers and explained debt management to encourage timely debt payments.
Evaluated customer account information to assess current issues and determine potential solutions.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
11/2008 to 06/2018Sales, Check Cashier, Customer Service Edd's Package Store | City, STATE,
Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
Assisted with purchases, locating items and signing up for rewards programs.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
Scanned customer purchases, supporting transactions to streamline sales process.
Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Consulted with customers to determine best methods to resolve service and billing issues.
Properly verified customer identification for alcohol or tobacco purchases.
Worked closely with front-end staff to assist customers and maintain satisfaction levels.
Operated cash register, collected payments and provided accurate change.
Learned roles of other departments to provide coverage and keep store operational.
Sold various products by explaining unique features and educating customers on proper application.
Resolved issues with cash registers, card scanners and printers.
Helped customers find specific products, answered questions and offered product advice.
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