Qualified Customer Service Professional with 17 years in fast-paced customer service and call
center environments. Personable and works exceedingly well under pressure. Effective team
leader with high energy and extremely goal oriented.
MS Windows proficient
Training development aptitude
Strategic sales knowledge
Adherence to high customer service standards
Proficiency with CRM systems
Team building expertise
Strong interpersonal skills
Exceptional time management skills
Credit Collection Specialist10/2016
to Current D & A Services – Houston,
Answers an average of 100+ calls per day by addressing customer inquiries, solving problems and providing new product information.
Politely assists customers in person and via telephone.
Serves as the main liaison between customers, management and sales team.
Ensures superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
to 09/2016 Convergent Outsourcing Inc – Houston,
Trained new employees on company customer service policies, collection strategies
and service level standards.
Documented all customer inquiries and comments thoroughly and quickly.
Responded to all customer inquiries thoroughly and professionally.
Referred unresolved customer grievances to designated departments for further investigation.
Credit Collection Representative06/2005
to 07/2011 United Recovery Systems – Houston,
Accurately documented, researched and resolved customer service issues.
Met or exceeded service and quality standards every review period.
Effectively managed a high-volume of inbound and outbound customer calls.
Politely assisted customers in person and via telephone.
to 04/2004 SBC Southwestern Bell Telephone Company – Houston,
Consistently exceeded monthly sales quotas by more than 50% by pursuing leads and expanding the prospect list.
Oversaw sales forecasting, goal setting and performance reporting for all accounts.
Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 90% success rate.
Provided an elevated customer experience to generate a loyal clientèle.