Call Center Customer Service

Verrell Reed

Chicago, IL *****

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

(773) 658- 2427

CAREER OBJECTIVE

Manage collection efforts and accounts receivables with teams effectively to increase productivity in a well-established organization while providing great customer service.

SUMMARY

Over ten years of excellent customer service experience in extremely productive, high volume, high stress environments. Overseeing collections teams, attaining production goals, ensuring compliance with company procedures, collection laws, managing payment and settlement options.

EXPERIENCE

PCG International Chicago, IL 05/20-5/23

Customer Service Supervisor

Provided departmental leadership and supervision of contact for center employees.

Supervised a team of 10-20 Call Center Agents.

Responsible for supervision of contact center employees to assure productivity, quality and timeliness of work while using Salesforce to monitor agents' activities, assist agents in chats, and view data on agents' sessions.

Monitored CSR quality and performance of assigned projects and departmental goals.

Responded to priority requests for information or escalated issues.

Assisted in developing and administering training.

Participated in command center discussions to review metrics and brief out operations.

Participated in team meetings and offered feedback to/from staff.

Worked flexible shifts which included weekends and holidays.

Trained and directed staff on policies and procedures.

Ensured Call Center Agents adhered to policies that were in place related to organization protocol.

Oversaw HR processes (interviewing, onboarding new hires, time/attendance).

FMS Chicago, IL 03/17 – 3/20

Resolution Specialist

Responsible for locating and notifying borrowers of outstanding balances owed; efficient in skip tracing, third party probing and various collection skills to contact; negotiate and resolve best qualifying solution for borrowers; managed private schools and DOE accounts.

Handle confidential/sensitive material and information with the highest level of professionalism, tact, and diplomacy.

Malcolm S. Gerald Collections Chicago, IL 08/15-03/17

Collections Specialist

Responsible for delinquent debt for numerous client credit cards, private schools and medical accounts; managed aging DSO (Days Sales Outstanding) reports,

Handled confidential/sensitive material and information with the highest level of discretion and decorum

Thorough record safekeeping of Clients’ personal and financial information.

Accountable for reducing delinquency for assigned accounts.

Efficient and effective management.

Acted as liaison between the Director and the staff by communicating directives, instructions, and assignments. Followed-up on the status of outstanding assignments and projects

Provided support functions which required a broad and comprehensive knowledge of Company policies and procedures

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