Call Center Collection Representative

Alfonso R Navarro

**** ******** *** *******, **. 94509 925-***-**** aduxev@r.postjobfree.com

Summary

Commitment Leadership Integrity

A proven visionary and leader with the best interest of the company, customers, employees, and the public. Motivated; Professional in manner and appearance; good speaking voice; pleasant manner. Very strong interpersonal skills; extensive guest/customer relations. Personality that works well with the public and co-workers. Ability to learn quickly; follow procedures exactly, and solve problems on my own. History of success in public contact positions. Experience in multi-lingual and multi-cultural environment; good management experience. Bilingual – fluent in English and Spanish.

Areas of Expertise

Outlook 2003 - 2007

PowerPoint 2003 - 2007

Excel 2003 - 2007

Lms & Ex-tend System

Word 2003 - 2007

Customer Data Base Systems

Professional Experience

Clearwire – Las Vegas, NV 2007 – 2011

Retention Representative:

Retained customers that wanted to cancel their accounts for one reason or another. I probed to find out what the customers issues were and fixed them. 98% of my customers stayed with the company for more than three more months.

Collection Representative:

Called customers that were late on their monthly payments, probed to find out why they were late and if I could do anything to assist them so that they would not be late in the future and be in the danger of getting suspended. If the customer did not have the payment on this date, I would set the computer to give them some time to get their payment together. Called the customer when the PTP had expired. If payment was not made on that date, the customer was suspended.

Corporate/Business Account Representative:

Handled big business account customers with multi-services. Answered any billing questions that the customers might have, re-mailed invoices when needed. Would investigate accounts that company reprentatives submitted tickets for, then I would call the customer back with a solution. Direct and indirect salespersons would place orders for business multi-phone services and I would fulfil the orders, called the customer to verify that each order has been placed right. When the customer placed an order for an outdoor unit (ODU), I would schedule a third party field tech to install the unit.

Achievements: For the last three months alone

Assisted in reducing the past debt by 6%.

Reduced the average debt age by 25%

Collected over $300,000.

Increased our growth of Corporate customer increased by over 32%

EXPERIENCE CONTINUE

ClientLogic - Las Vegas, NV 2005-2007

MENTOR:

Responsible for the final stage of training classroom graduates, before going to the production floor. Made sure they were properly trained for our fast paced DirecTv call center.

Responsible for attendance, tracking, phone handling time, monitored calls to ensure that their quality was up to the standards of ClientLogic & DirecTv.

ADVANCE TECH. SUPPORT:

Assisted customers with any issues that they faced with their DirecTv services.

Troubleshooting receivers/dish/cables, and programs.

If needed, set up appointments for installers to go fix the customers issues at the point of the service.

ALL ST. Frances live-in care Inc. – Sacramento, Ca. 2001 – 2005

LIVE-IN CAREGIVER:

Cared for a husband and wife in their home.

Gave them medication needed, including insulin for their diabetes.

Took the couple to all Dr. Appointments.

Cooked and cleaned.

Caesars Palace - Las Vegas, NV 1999 – 2001

PBX SUPERVISOR:

Supervised PBX operators, maintained good working relations with co-workers.

Handled all calls from Casino Host on up to CEO of the company.

Scheduled all breaks and lunches.

Monitored calls for quality control.

Prepared Employee evaluations.

Set up meetings to discuss the following action plans.

Excelled at identifying and meeting customer’s needs.

Education

AA for Interior Design

College of Alameda-Alameda, Ca.

For Reference’s please go to Linkedin.com

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