Customer Service Call Center

MARSHA POWELL

*** ******** ** ** *******, GEORGIA 30311 404-***-****

***********@*****.***

Professional Summary

● Call Center Agent Profile

● Over 10 years of successful experience in a call center with recognized strengths in problem solving, collections and customer service

● Possess solid computer and data entry skills. Proficient in Microsoft Office, WordPerfect, Powerpoint, Windows and Spreadsheets. Able to operate dialers or manual answering systems.

● Accomplished, detail -oriented team player skilled in simultaneously handling multiple tasks

Skills

First Call Resolution

● Strong Verbal Communication

● Powerful negotiation

● Extremely organized

● Team leadership

● Self Motivated

● Customer service delivery

● Document scanning

● Data Entry

Work History

Customer Service Representative, 06/2014 to current U Haul of Georgia - Atlanta,GA

● Modify reservations

● Collect payments on promissory notes

● Collect storage payments

● Cancel reservations

● First call resolution

Postmates Driver, 03/2018 to current

Postmates - Chandler, AZ

● I pick up orders and deliver to customers

Personal Caregiver, 06/2010 to 12/2018

Unemployment - Atlanta, GA

● Worked to improve patience lives through effective and compassionate care

● Assisted disabled client in any way necessary to facilitate independence and well-being

● Transported individual to medical appointments and other errands

● Administered medication as instructed by physician

● Maintained a clean, safe and well organized environment

● Closely monitored acute conditions

● Helped residents with bathing, dressing, feeding, lifting and transferring Collector, 10/2005 to 6/2007

National Credits - Atlanta, GA

● Manage different portfolios such as Medical, auto deficiencies, Sears, Gold’s Gym, apartments, bank cards and student loans

● I collected on accounts that were third party and out of their Statute of Limitations

● I handled inbound and outbound calls manually as well as on an automated dialer

● Provide outstanding customer service across all boards

● Meet deadlines consistently

● Worked effectively well with staff to increase call volume and productivity

● Successfully interact with the public while providing assistance with customer service delivery when required

● Increased call volume

● Maintained good work ethics daily

● ACCOMPLISHMENTS.

Collector, 11/2002 to 5/2005

West Asset Management - Atlanta, GA

● Manage different portfolios

● I collected on accounts that were third part and out of Statute of Limitations

● I handled inbound and outbound calls manually as well as auto dialer

● Meet deadlines consistently

● Worked effectively well with staff to increase call volume and productivity

● Maintained good work ethics

Collector, 7/2002 to 11/2002

Nations Recovery - Atlanta, GA

● Set up drafts and processed immediate payments

● Used skip tracing and other techniques to locate debtors

● Provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances

● Worked in a call center environment handling manually and automatically dialed outbound calls

● Maintained a high volume of calls to meet demands of busy group

● Applied training and persuasive communication strategies to overcome objections

● Achieved performance goals on a consistent basis

● Monitored accounts for compliance with established payment plans

● Collected and arranged information an entered details into computer database

● Followed up with customers to collect information and verify details

● Processed payments and applied to customers balances Collector, 1/2002 to 7/2002

Camco - Atlanta,GA

● Collected on accounts that were out of Statute of Limitations

● Collected on past due accounts with average of 36 months delinquency

● Evaluated, researched and resolved discrepancies

● Identified and Analyzed rejection patterns, partial denials from third parties to improve existing processes

● Directed day-to -day collection functions, including recruiting, training and developing high-performing teams

● Maintained compliance with fair debt practices and regulatory guidelines

● Worked in a call center environment handling manual and automatically dialed outbound calls

● Used skip tracing an other techniques to locate debtors

● Reviewed accounts for compliance with repayment agreements

● Negotiated with account holders to devise repayment plans and minimize collections receivable

● Set up drafts and processed immediate payments

● Documented changes in accounts and on credit reports Collector, 06/1996 to 8/1997

Bomar Credits - Atlanta, GA

● Used skip tracing and other techniques to locate debtor

● Set up drafts and processed immediate payments

● Monitored accounts for compliance with established payment plans

● Maintained a high volume of calls to meet demand of busy group References

References and supporting documentation available upon request Education

PH.D. Organizational Management and Leadership, Business, 5/2010 Morris Brown College - Atlanta, GA

Business Management, 1990-96

Fort Valley State - Fort Valley, GA

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