Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Goal-oriented Customer Service Manager with 2 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills.
Accomplishments
Consistently earned high-quality scores during post interaction customer surveys.
Resolved product issue through consumer testing.
Skills
Microsoft Word (5 years)
Excel (5 years)
Customer Service (5 years)
Banking
Customer Service
Email
Insurance
Microsoft Access
Excel
Microsoft Project
Microsoft Word
Operating systems
Quality Assurance
Technical writing
Repayment Plan Structuring
Fair Debt Practices
Delinquent Account Management
Debt Management
Credit Adjustments
Collections Processing
Team Leadership
Work History
Retention Level II, 11/2021 to Current Arby's, Llc – North Las Vegas, NV,
Adhered to appropriate legal scripting when required.
Developed product demonstrations and presentations for customers.
Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Maintained up-to-date knowledge of competitor products and pricing in market served.
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Processed customer adjustments to maintain financial accounts.
Answered product and service questions, suggesting other offerings to attract potential customers.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Recommended products to customers, thoroughly explaining details.
Updated account information to maintain customer records.
Manager, 06/2019 to 02/2021 Truelieve – Framingham, MA,
Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
Trained team members in successful strategies to meet operational and sales targets.
Managed customer service duties by greeting many customers daily and informing customers about products.
Established and optimized schedules to keep coverage and service in line with forecasted demands.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Recruited, interviewed and hired staff members who brought talent, enthusiasm and experience to skilled team of customers.
Structured budget monitoring and cash movements to minimize security risks and maintain tight controls.
Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Kept orderly and accurate accounting records by monitoring sales documentation.
Submitted reports to senior management to aid in business decision-making and planning.
Maintained transaction security by verifying payment cards against identification.
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
Supervisor, 04/2018 to 06/2019 Iconma, L.L.C. – Durham, NC,
Worked closely with each customer to carefully resolve issues within timely fashion.
Documented all customer information accurately in computer system, providing dated notes for future reference.
Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Assisted department with email-based and phone support when call center was busy or short-staffed.
Cultivated relationships with new customers and maintained good partnerships with existing clients.
Handled inbound customer chat conversations from various websites.
Remedied issues quickly and within parameters of company-mandated policies and procedures.
Provided online demonstrations to educate customers on product features and online help resources.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Fraud Specialist, 01/2016 to 03/2018 Capital Vacations – Sugar Mountain, NC,
Customer service representative, insurance claims specialist, inbound and outbound calls.
Contacted customers directly to notify of fraudulent activity and minimize impacts.
Analyzed large amounts of data to find patterns of fraud and anomalies.
Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Summarized all key information regarding investigation into detailed report for delivery to client.
Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Provided exemplary level of customer service to all individuals, including clients and company personnel.
Collections Agent, 03/2010 to 12/2015 Company Name – City, State,
Present Process insurance Claims.
Negotiated with account holders to devise repayment plans and minimize collections receivables.
Maintained compliance with fair debt practices and regulatory guidelines.
Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Directed day-to-day collections functions, including recruiting, training and developing high-performing teams.
Investigated accounts with balance errors using accounting softClaire.
Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Achieved performance goals on consistent basis.
Processed payments and applied to customer balances.
Processed payments and contracts on accounts.
Education
High School Diploma: , Expected in 05/2010 Bastrop High School - Bastrop La, GPA:
Associate of Science: General Studies, Expected in 04/2010 Louisiana Technical College - Bastrop, LA, GPA:
Bachelor of Science: Nursing/Social Work, Expected in Grambling State University - Grambling La, GPA:
Additional Information
Grambling State University-Bachelors of Nursing/Social Work(Undergraduate)
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Certifications
Fair Debt Collection Practice Act (FDCPA) Certified
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