Customer Service, Collections, Team Leadership

DARRYL STONE

Troy, Missouri +1-636-***-**** ********@******.***

SUMMARY

Customer-focused professional with over 40 years of experience delivering exceptional support and satisfaction. Proven expertise in resolving inquiries through effective communication, empathy, and advanced problem-solving skills. Possesses a deep understanding of diverse products and services. Known for maintaining positivity in high-pressure situations and collaborating seamlessly with cross-functional teams. Eager to contribute adaptability, commitment to excellence, and dedication to continuous improvement in a dynamic customer service role.

SKILLS

WORK EXPERIENCE

Recovery Associate

Bread Financial

• Managed and recovered outstanding balances utilizing a thorough understanding of debt recovery processes and adhering to regulatory guidelines and company policies.

• Communicated professionally and empathetically with customers to understand their financial situations and negotiated viable repayment plans.

• Maintained accurate and detailed records of all interactions with customers, ensuring documentation was complete and compliant with legal and company standards.

Emergency Response Coordinator

Amerigas Propane

• Developed, implemented, and maintained comprehensive emergency response plans to ensure the organization's readiness to handle various emergency situations.

• Collaborated with cross-functional teams to align emergency response plans with regulatory requirements and industry best practices, fostering a unified and effective approach.

• Stayed informed about federal, state, and local regulations related to emergency response in the propane industry, ensuring continuous compliance and adherence to standards.

Collections

Client Services Inc

• Effectively managed and monitored a portfolio of delinquent accounts, employing strategic approaches to minimize the risk of default.

• Implemented proactive outreach strategies to engage with customers, identified payment challenges, and negotiated payment arrangements while maintaining a professional and customer-centric approach.

• Ensured all collection practices aligned with relevant laws and regulations, fostering a compliant and ethical environment in all interactions with clients and customers.

• Cultivated positive relationships with clients and customers by demonstrating empathy, active listening, and clear communication.

Sr. Client Care Associate

Verizon Communications

• Collaborated seamlessly with cross-functional teams to address client needs, resolve intricate problems, and proactively identified opportunities to elevate the overall client experience.

• Utilized advanced problem-solving skills to address complex technical challenges, collaborating seamlessly with technical support teams to ensure timely issue resolution.

• Formulated and executed account expansion strategies, leveraging an in-depth understanding of client needs and aligning Verizon solutions with evolving business requirements.

• Engaged proactively in continuous learning initiatives, staying abreast of Verizon's latest products and services, industry trends, and best practices.

EDUCATION

• Effective Communication

• Empathy and Patience

• Problem Solving

• Product/Service Knowledge

• Time Management

• Adaptability

• Conflict Resolution

• Team Collaboration

• Positive Attitude

• Technical Proficiency

• Attention to Detail

• Customer Retention

• Time Sensitivity

• Continuous Improvement

Bachelor of Arts: Political Science

University of Missouri Springfield, Mo

Bachelor of Science: Information Technology

University of Phoenix On Line

• Magna cum Laude

• Six Sigma:

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