support specialist resume example with 12+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Firm and determined Collections Representative committed to collecting amounts owed. Quickly resolve settlements through effective negotiation. Proven success in consistently handling crucial issues diplomatically. Energetic sales professional bringing solid background in successful telephone promotions. Keep calls moving, overcome objections and lock in sales. Manage customer calls, encouraging customers online and talking to break down barriers. Talented Senior rep skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Hardworking call center team member with excellent customer service skills and solid background resolving diverse issues. Quality-driven and reliable with relationship-building strengths honed over years in demanding roles. Maintain detailed, current, and accurate records of all interactions and actions.
Skills
Decision Making
Policy Interpretation
Collections
Procedure Compliance
Documentation Abilities
Willingness to Learn
Analytical and Critical Thinking
Documentation and Recordkeeping
Remote Conferencing and Communication
Sound Judgment
Microsoft Office
Database Maintenance
Account Monitoring
Payment Scheduling
Credit Accounts
Payment Processing
Managing Delinquent Accounts
Financial Documentation
Experience
04/2022 to 04/2023Support Specialist/Collections SpecialistBillgo | Redmond, WA,
Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
Explained new products and services to customers.
Received information regarding identified problems and devised responses to satisfy concerns.
Verified order changes to resolve customer complaints or concerns.
Compiled all calls and interactions into computer data system.
Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
Obtained and examined relevant information to validate customer complaints and determine possible causes.
Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
Updated account status records and collection efforts.
Identified past due accounts and contacted account holders to arrange payment.
Followed fair debt practices and regulatory guidelines when managing collections process.
Contacted customers and explained debt management to encourage timely debt payments.
Processed payments and refunds quickly to maximize efficiency and meet performance targets.
02/2021 to 03/2022Senior Retention Specialist/Collections SpecialistMarriott Vacations Worldwide | Delray Beach, FL,
Explained new products and services to customers.
Analyzed customer feedback and developed new techniques to ensure customer retention.
Received information regarding identified problems and devised responses to satisfy concerns.
Implemented creative solutions to deal with special circumstances.
Contacted customers and explained debt management to encourage timely debt payments.
Maintained accurate records and reported on collection activity and accounts receivable status.
Placed outbound collections calls daily to approximately 45 account holders.
Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
Reviewed human resource policies and recommended changes to improve employee retention.
08/2020 to 12/2020Telephone Sales RepresentativeAfmic American Family Mutual Insurance Company, S.I. | Indianapolis, IN,
Overcame customers' objections with use of skilled persuasion techniques, product knowledge, and pre-written scripts
Overcame objections with effective product demonstrations and persuasive communication skills
Delivered exceptional sales support by staying current on [Product or Service] offerings and company processes.
11/2018 to 10/2019Collections RepresentativeAffinity Health Plan Inc | Newburgh, NY,
Answered customer inquiries to clarify account information, explain service offerings, or schedule technician service
Leveraged innovative sales techniques to meet or exceed monthly sales quotas
Reasoned with customers and attempted to negotiate full balance payments.
Advised debtors on payment options and set up payment plans.
Handled irate customers smoothly to achieve performance targets.
Explained company products to the everyday customer
Accessed customer account information to explain service fees, pricing structures, and billing cycles
Captured sales through effective product demonstrations and persuasive communication skills to overcome objections.
04/2015 to 07/2018Claims Resolution Specialist/Support Specialist/Collections AgentWaterstone Financial, Inc. | Franklin, WI,
Coordinated final decisions, including fair settlements and denial of liability
Backed up fellow claims professionals in handling complex and problematic claims
Helped process claims at a high rate every month
Stored and maintained customers claim documentation
Examined claims forms and other records to determine insurance coverage
Determined extent of liability based on thorough reviews of police reports, medical treatment records and other documentation
Analyzed information gathered during investigation and reported findings and recommendations.
Reasoned with customers and attempted to negotiate full balance payments.
Advised debtors on payment options and set up payment plans.
Handled irate customers smoothly to achieve performance targets.
Upheld privacy and security requirements for customer information.
Used effective questioning techniques to clarify why debtors were delinquent.
Handled contracts and payments on accounts.
06/2011 to 03/2013Call Center RepresentativeWaterstone Financial, Inc. | West Allis, WI,
Offered actionable solutions for customer concerns by following internal database prompts and company scripts
Completed routine transactions for customers such as opening accounts and processing payments
Partnered with numerous customers to handle caller needs, including service issues, new sales, and account problems
Sold products to customers during routine service calls using strong cross-selling abilities
Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Received payment and posted to appropriate customer accounts.
01/2008 to 06/2011Call Center RepresentativeGrand Circle Travel | TX, State,
Delivered accurate organizational information, including products, services, and procedures
Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
Identified causes of product malfunctions and credited affected customers
Sent customer requested devices from active insurance products
Completed inquiries and followed up with customers to when needed.
Education and Training
Expected in 05/2004 to to | East Literature Magnet, Nashville, TNGPA:
Accomplishments
Exceeded sales goals by an average of 20% in 2021
Consistently maintained high customer satisfaction ratings.
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