Charlotte Crockett

Accomplished and growth-focused professional with extensive experience in sales, while providing best-in-class customer service and meeting / exceeding sales targets in call centers. Proven track record of success in retaining large numbers of enrolled students, achieving KPI’s soft skills performance measures, and call quality through robust strategies. Skilled in collaborating with team members to achieve company goals, managing follow-ups, managing large number customer portfolios, addressing customer needs and providing outstanding managerial support.

Professional Experience

Charge off Collector

TitleMax Call Center Corporate - Carrollton,TX

January 3 - August 30, 2023

• Goal was to contact customers to create a plan of action to positively impact their decision to save their property

• Strategically created a pay plan and created settlements according

• Multi-tasking by Utilizing multiple computer screens and computer programs simultaneously running same time

• Processed card payments

• Professional telephone etiquette

• Salesforce - Database used to maneuver data entry documenting customer database

• Customer Service - followed up with each customer following their consistent pay schedule with payment reminders

• Professional Telephone Technique

• Attention to details - documenting customer “promise-to-pay” plans

Call Center Agent/Customer Service

MCI Careers - Farmers Branch, TX

February 2020 to December 30, 2022

Toll collections and Debt Recovery - Management

• Assists customers with toll enforcement invoices

• Built a rapport during the agents call showing compassion to resolve problems

• Brings solution to escalated issues

• Communicated with customers in a calming fashion bringing service with a smile • Updates customers records

• Ability to address calls in a timely fashion

• Provided sincere customer service-B going the extra mile bringing customer satisfaction

Sales - Volunteer

Political - Arkansas

May 2019 to June 2019

Leveraged excellent skills selling multiple ads and tickets for a local event. Tracked regular performance and took corrective strategies to enhance sales. Remained steadfast to meet the needs of the company.

• Surpassed sales quota through robust plans to pay the cost of the event

• Met challenge exceeded target goals

• Received recognition for strong 'l can do' attitude, and passion in sales

Student Coordinator - Call Center

ACADEMIC PARTNERSHIPS - Dallas, TX

2009 to 2013

Assisted with the beginnings of the Student Retention division through utilizing skills and passion in customer service. Delivered exceptional inquiry support about degree programs and university requirements. Resolved issues / queries by providing technical support to university students requiring assistance with password changes, and assignments submission. Assisted students with step-by-step course registration, and enhanced skill set on Blackboard software during online courseware. Mentored students on goal setting and its use in daily work and school life.

• Oversaw 800 - student portfolio from enrolled status, while serving point of contact for program managerial support.

• Processed 150 outbound calls on daily basis to students to ensure timely registrations and tuition payments.

Achieved key performance indicators, soft skills performance measures, and call quality through robust plans.

• Excelled at retaining large numbers of students and overcoming objections.

• Won Roll the Dice Award in 2013

Enrollment Specialist- Academic Partnerships

Recruited and aided in enrolling students into a higher educational degree. Provided information to perspective students, including university programs, tuition / fee schedules, and school policies. Evaluated students' interests, qualifications, motivation and commitment to recommend suitable programs / degree. Assisted with performing administrative tasks, such as completion of admissions paperwork, documentation and data entry in a timely manner. • Recruited students in line with university policies and an established admissions criterion.

Teleservices Agent

IBM Call Center

Provided inquiry support, enhanced service delivery, and managed databases while ensuring information accuracy. Resolved escalation issues by performing immediate research to page out duty managers. Oversaw and monitored electronic problem management records.

• Developed long-term professional client relationships, while meeting company KPI’s, soft skills performance measures.

• Fielded up over 100 calls daily and addressed large numbers of customer inquiries.

Won Award

E3! Customer Service Award

• Voted most “Enthusiastic, Energetic and Excited” in telephone calls to clients

Professional Skills

Salesforce, MS Office, Data Entry, Ten-Key, Lotus Notes, Outlook, Datatel, and CRM, IBM Compatible Computer, Computer Training

Education and Credentials

Associate of Applied Sciences Degree in Executive Administrative Assistant

Brookhaven College - Farmers Branch, TX

August 2002 to July 2004

Associate of Applied Arts in Applied Arts

Williams Baptist College - Arkansas

August 1978 to December 1982

Certificates

Software Applications Certificate - Brookhaven College

Administrative Support Certificate- Brookhaven College

Business Trainee I, II and III Certificates- Brookhaven College

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