Service Representative Call Center

Latonia Williams

214-***-**** *****************@*****.*** Mesquite, TX 75150

SUMMARY

Reliable Collections Specialist adept at operating. History of meeting high productivity, quality and performance standards. Ambitious collector successfully locates debtors and establish repayment arrangements to satisfy account terms. Highly skilled at meeting and exceeding goals. Dedicated to utilizing exceptional communication skills with customers to resolve account inquiries. SKILLS

● Collections best practices

● Call center background

● Customer research

● Scripted conversations

● Investigation due diligence

● Payment acceptance Familiar with locating

individuals

● Performance improvement techniques

● Billing dispute resolution

● Proficiency in Loanpro Software

EXPERIENCE

Collection Specialist, Octane Lending, December 2019-September 2021 Irving, TX

● Received and submitted payments and applied amounts to customer balances.

● Processed payments over phone and set up recurring drafts.

● Located debtors by utilizing skip tracking and other strategies.

● Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.

● Secured payments by following up with customers which disregarded promise to pay.

● Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.

Customer Returns Processor, O'Reilly Distribution Center, May 2013-March 2019 Seagoville, TX

● Inspected customer returns for damage, identifying manufacturing defects and distinguishing from customer or delivery damage to evaluate return eligibility.

● Exceeded team goals and collaborated with staff to implement customer service initiatives.

● Replenished shelves to maintain adequate merchandise levels.

● Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.

● Provided top quality control and eliminated downtime to maximize revenue.

● Achieved high quality marks on quality assurance evaluations through high numbers. Customer Service Representative, Devcon Security, March 2011-November 2012 Irving, TX

● De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

● Educated customers on special pricing opportunities and company offerings.

● Documented conversations with customers to track requests, problems and solutions.

● Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

● Consulted with customers to determine best methods to resolve service and billing issues.

● Made outbound calls to obtain account information.

● Answered 100 plus inbound calls per day and directed to individuals or departments.

● Set up and activated customer accounts.

● Exceeded company productivity standards on consistent basis. EDUCATION AND TRAINING

GED

W H Adamson High School,, Dallas TX September 1988 ACCOMPLISHMENTS

I am reliable, dedicated, and eternally upbeat. My ability to calm angry, or frustrated customers is unparalleled, and it is because of my excellence in this area that I was repeatedly asked to mentor new employees in the call center. I multitask effectively, and can handle a high-volume workload.

Of particular value to my manager I have a tram player mind-set, enthusiastic in embracing change, ability to work with minimum supervision and unwavering commitment to exceed customer expectations. I regularly received unsolicited praise from customers commending me for outstanding.

Contact this candidate