Call Center A Team

QUEENA JOHNSON

**** ********* **, **********, ** 27834

252-***-**** email: ***************@*****.***

SKILLS

• Attention to detail and accuracy

• Written and Verbal Communication Abilities

• Proficient in payment processing

• Proficient in record keeping

• Negotiation and de-escalation methods

• Proficient in collections and sales.

• Proficient in time management/organizational

skills

• Ability to utilize Microsoft Office

Applications (Word, Outlook, Excel,)

• Ability to work in a team environment

• Ability to work a flexible schedule, including

overtimes as needed

WORK HISTORY

03/2023 to Current Collections Agent – RAC

Adecco – Greenville, NC

• Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept.

• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.

• Execute calls to assigned accounts in order of the collection system queue priority as established by calling strategy.

• Document all collection efforts for each assigned account in the collection system using appropriate codes and notes in accordance with established procedures.

• Utilize established resources for alternative information to reach clients. Offer/execute payment assistance and settlement programs for clients based upon written policy guidelines.

Communicate regularly with leadership on status of problem accounts in accordance with established procedures.

Ensure that all accounts have been thoroughly worked according to established procedures (including contact attempts, required letters, etc.)

02/2020 to 01/2023 Call Center Supervisor

Focus Services

• Manages and oversees a team of call center agents.

• Motivates and supports agents through feedback and communication.

• Measures KPI’s like inbound calls, call waiting, and call abandonment.

• Assists with taking agents’ calls if they can’t handle the workload.

• Improves quality of results by recommending changes.

• Provides product/service information by answering questions and offering assistance.

• Keep track of employee attendance, and make sure work procedures are complied with. 11/2019 to 02/2020 Quality Control Inspector

Harvest Time Foods

• Inspect raw materials to ensure consistency and integrity

• Maintain, test and troubleshoot all instrumentation devices

• Attempt repairs on broken or damaged products to determine the best way to scale those repairs

• Report problems or concerns to senior management immediately EDUCATION

05/1993 Diploma, Washington High School

REFERENCES

• [Available upon request]

Contact this candidate