GLORIA LAWS

**** ******** ***** *** ***, Baltimore1, Maryland 21234 H: 443-***-**** C: 410-***-**** acxgpf@r.postjobfree.com Customer-oriented Collector successful at troubleshooting and handling customer support issues in a timely manner. Energetic Collector with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

What my resume does not tell you is I spent 20 years in United States Navy that journet taught me several things which I attribute my success to that is discipline, professionalism, and time management with those skills I have the ability to serve as a stong support to ant team. Talented client relations manager

Skilled in call center operations

Multi-line phone operation proficiency

Exceptional workflow management

Adheres to customer service procedures

Committed to maintaining data integrity

Strong problem solving aptitude

Marketing savvy

Persuasive speaker

Budgeting expertise

Customer service award

Completed telephone training seminar

Operational knowledge of SSA Global

Extensive history with predictive dialers

Staff Manager, 06/2015 to Current

HARBOUR HOUSE – Severn Maryland

Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to [number] calls in queue per minute. Answered a constant flow of customer calls with up to 20 calls in queue per minute. Answered a constant flow of customer calls with up to [number] calls in queue per minute. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Mastery of customer service management systems and databases. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Identified chronic customer issues by creating and maintaining customer complaint log. COLLECTIONS MANAGER, 04/2014 to 05/2015

ROBERT AMMONS ATTORNEY AT LAW – Greenbelt, Maryland Provided incentive to increase productivity by offering employees awards for best customer service. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Acted professionally and patiently when addressing negative customer feedback. Managed call center from initial start-up to full operational status. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Met or exceeded service and quality standards every review period. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Developed all process controls and metrics for daily management of the Call Center. Monitored payments due from clients and promptly contacted clients with past due payments. Senior Debt Collector, 04/2007 to 12/2009

MANN BRACKEN LLP – Rockville Maryland

Met all customer call guidelines including service levels, handle time and productivity. Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Adhered to all confidentiality requirements at all times. Solved unresolved customer issues.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Resolved associate, tool and service delivery issues revealed by statistical reports. Senior ParaLegal Debt Colletor, 01/1999 to 04/2007 WOLPOFF AND ABRAMSON – RockvilleMaryland

Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Provided incentive to increase productivity by offering employees awards for best customer service. Met and exceeded my goal each month for 5 consecutive years Circle of Excellence

Reviewed and obtained credit report

Negotiated payment arrangements

Adhered to all federal and state laws as they pertain to collections Mastered FDCPA FCRA HIPPA STATE AND FEDERAL

Assisted with training new collector

Bachelor of Science: Nursing, 1974

Georgetown University - Washington D.C.

EDUCATION