My most notable work was as a debt collector for TRS Recovery Services, sister company of Telecheck owned by First Data, making 250 plus calls a day while operating within FDCPA guidelines. The job required extensive vocabulary in rebuttals and strong conversational skills as to lead the conversation. The job required I type at 60 words per minute, and learn to navigate several different software applications. I exceeded budget expectations several times, was verbally complimented several times weekly, I retained excellent customer service skills even though the job objective was collections, never tarnishing a relationship resulting in balance in full payments.
I have experience working with customers specifically doing callbacks at scheduled times and following up with scheduled payments. As well as offering manageable payment solutions to resolve closed accounts. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Also versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Most recently I worked with Convergent Outsourcing Inc. as a Collections agent as well but have since late September of 2015 decided that the collections environment is not the right place for me to grow and furnish the quality customer service skills that I make sure to deliver with each customer contact. Any gap of unemployment is explained through my self employment as a guitar instructor, wherein I rely heavily on my learned and developed customer service to reach out and connect with, and maintain, new as well as existing clients, doing my own collections, my own scheduling, my own revenue tracking and reporting, and all other orders of operations within my teaching business are operated solely on me so being time efficient and flexible is something I'm tasked with everyday.
While working at Convergent Outsourcing Inc. I was required to have a high negotiation competency while being mentally pro active, being required to control the call while negotiating, understanding the consumers needs, all while documenting the conversation as it happens at 60 words per minute. I had to pass their initial assessment which tested and measured my basic math skills as well as how quickly I can solve problems, any test ever issued by the company whether tested on laws or work related knowledge I always excelled and exceeded expectations.
The collections was fee based, so my earning 7,000 a month meant the company would take any where over 17,000, although that 7,000 was just a goal for me to hit to secure my seat at the company it was also the threshold necessary to pass in order to bonus, which I maintained a great average with the company again being the youngest collector on the floor with the highest proficiency handling each call with a great amount of respect for the consumer and always addressing them as such, not as a debtor.
Uhaul is a little more physically involving then my other Customer Service positions being that I'm tasked with not only assessing each customers needs for their move but explaining the terms and conditions of renting each unit, then being the person that also has to either pull their vehicle to the drive way for them or the person that hooks up their 1 ton trailer to their hitch. I'm required to be able to lift over 50 pounds. I have to retain a wealth of item information including the size and dimensions of each truck to be able to respond to any concern quickly.
I have to practice and understand how to deal with hazardous health materials like heavy duty cleaning agents and automobile fluids. I'm also required to greet any customers dropping off their vehicle and then perform a Level 1 inspection of the vehicle to make sure the vehicle is returned to us with no damage, then inspect and document the mileage and fuel level of the vehicle to properly assess the charge and explain any concerns to the customer.
Professional and friendly
Careful and active listener
Attentive to each individuals
Great problem solver
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