collections representative 3 resume example with 6+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Personable Customer Service professional offering over 8 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

  • Accounting
  • Payment Collection
  • Policies, Procedures and Litigations
  • Sales
  • Client Needs Assessment
  • Sales Goals
  • Quality Management
  • Risk Management
Oliver Wendell Holmes High School San Antonio, TX Expected in 08/2014 11th : Business Communications - GPA :
San Antonio Community College San Antonio, Expected in 08/2014 GED : - GPA :
  • FDCPA - Fair Debt Collection Practice Act Certified
  • MCAS - Microsoft Certified Application Specialist
  • CRMA - Certified Risk Management Assurance
Work History
Transamerica Life Insurance Company - Collections Representative 3
Washington, DC, 06/2020 - 04/2021
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Helped clients plan payoff plans for various types of loans, including commercial, Retail , Bankcards.
  • Achieved performance goals on consistent basis.
  • Followed all State Required Legalities to to ensure compliance is calls are passing
  • Meet required goal in AHT at 405 , Wrap at 7 % and RAB goals at 17,000 -32,000 with PROD at 98%
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Healthequity, Inc. - Service Representative
Boise, ID, 11/2018 - 02/2020
  • Operating dynamic high call volume environment taking minimum 75 inbound customer calls creating, modifying, and completing service work orders for residential properties making sure accurate customer information on record
    Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Scheduled appointment to resolve more complex issues.
  • Maintained productivity and quality standards at all times.
Culture Amp - Member Service Representative
Pittsburg, CA, 05/2018 - 11/2018
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Reduced average call time 97% with optimal call control and efficient use of internal knowledge bases.
  • Recorded accurate and current customer account data with manual forms processing and digital information updates.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Kohl's - Customer Service Representative DC3
City, STATE, 09/2014 - 02/2017
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Entered customer interaction details in CICSP1 to track requests, document problems and record solutions offered.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 16% decrease in cancellations.
Nielsen - Market Research Interviewer
City, STATE, 04/2015 - 09/2015
  • Followed established guidelines and recommendations from supervisors to complete quality interviews.
  • Followed strict guidelines to receive unbiased, unprompted responses.
  • Created and presented real-time reports on current market conditions to upper management.
  • Maintained customer engagement by completing short surveys with minimal complexity.
  • Recorded customer survey answers verbatim to achieve 100% accurate reporting.
  • Maintained confidentiality of customer information and Nielsen procedures.
  • Conducted telephone interviews of general population to collect data for Media, Social Networking and Radio Listening studies.
West Corporations - Retention Account Manager
City, STATE, 04/2013 - 10/2014
  • Assigned to DirecTV 0-3 to 6-9 Retention Department .
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Branded products through effective salesmanship and maintained long-term relationships with clients.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Consulted with Customer service specialists to establish new business partnerships through exploratory and informative meetings focused on value and benefits of device solutions.
  • Produced remarkable sales and enhanced numbers by managing complete lifecycle from networking through ongoing account servicing.

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Resume Overview

School Attended

  • Oliver Wendell Holmes High School
  • San Antonio Community College

Job Titles Held:

  • Collections Representative 3
  • Service Representative
  • Member Service Representative
  • Customer Service Representative DC3
  • Market Research Interviewer
  • Retention Account Manager


  • 11th
  • GED

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