Customer Service Quality Assurance

Sandra Robinson

Customer Service and Collections • Denver, Colorado • 785-***-**** • *******@*****.*** I have over 12 years of experience as a collections representative and quality assurance analyst across multiple industries. Additionally, I have 3 years of management experience. I am adaptable and can master new concepts immediately. I work well with others, as I value a collaborative and communicative work environment. I am efficient, punctual, and disciplined. I am confident in my abilities and am eager to showcase them in the workplace. Skills and Qualities Education

• Analytical and Attentive High School Diploma

• Logical Reasoning Topeka High School (1984 - 1988)

• Solution Evaluation

• Effective Communication Awards

• Goal Oriented Rookie of the Year

• Technological Proficiency Schendel Pest Services (2015) Relevant Experience

Otis Elevator Company, Centennial, CO (March 2023 - March 2024) Accounts Receivables Representative

• Reviewed overpaid and underpaid accounts, processed credit card transactions, submitted invoices, and handled invoice and service disputes.

• Additionally, this position involved regularly contacting customers, implementing payment plans for overdue accounts, responding to customer inquiries, and documenting and processing check payments.

• I was responsible for archiving each correspondence to ensure that collection efforts were documented, accurate, and accessible.

Bread Financial, Denver, CO (May 2022 - September 2022) Customer Service and Collections Specialist

• This position involved consumer debt collections. I called customers to collect on past-due credit card accounts.

• I handled transaction disputes and escalated disputes to the correct department. If necessary, I arranged payment plans with customers and called frequently to ensure debt collection.

• As this was a remote position, I became familiar with programs like Zoom and Microsoft Teams during my time with Bread Financial. Audi USA, Topeka, KS (January 2022 - April 2022)

Customer Support Representative

• As a customer support representative, I opened cases to review vehicle issues. These included complaints, refund requests, reimbursement requests, and product knowledge inquiries.

• I was responsible for the created accounts until the cases were investigated and completed. I am familiar with Salesforce and Zendesk. Schendel Pest Services, Topeka, KS (November 2014 - June 2021) Accounts Payable and Accounts Receivable Representative

• I regularly called residential and commercial customers with past-due accounts. I collected payments over the phone, arranged payment plans, and handled disputes and service issues.

• I archived accounts into a third-party portal and updated, cleared, reinstated those accounts, and noted each correspondence. I communicated with service technicians to schedule visits and handle complaints.

• My team of representatives lowered Schendel’s collections debt to 5 percent. HMS Holdings Corporation, Irving, TX (December 2008 - June 2012) Contract Team Lead

• My duties included verifying contact information and assigning contacts to representatives for Medicaid audits.

• I conducted call monitoring sessions to ensure quality and performance standards were achieved. After analyzing call data, I scheduled breaks, lunches, or team meetings to provide feedback on call monitoring results and address employee concerns.

• Additionally, I assisted in hiring processes and assisted representatives with questions and call escalations.

Additional Work Experience

Marvin W. Foote Youth Services Center, Centennial, CO (November 2022 - March 2023) Correctional Youth Service Specialist

• Though unrelated to collections, this position relied heavily on open, frequent, and effective communication between various departments to prevent errors and lengthened processes.

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