Customer Service Call Center
Resume:
Roger Moore
Rahway, NJ *****
*************@*****.***
Professional Summary
Experienced leader with over 30 years in customer service,10 years in Sales and Sales presentations and 25 years in collections, including consumer and commercial accounts. With 5+ years of supervisory experience, I have a proven track record of coaching and mentoring teams to exceed performance goals while maintaining compliance with industry regulations. Expertise in legal collections, judgment enforcement, and payment negotiations, paired with strong bilingual communication skills (English and Spanish). Licensed Life and Health Insurance Producer with advanced proficiency in CRM systems and call center operations, balancing operational strategy with excellent client relations to drive success,
Professional Experience:
Insurance Sales Broker
RM Financial Services Remote
March 2024 - April 2025
Build rapport instantly and sold life and health insurance policies, tailoring coverage options to meet individual client needs.
Conducted detailed policy presentations, educating clients on benefits and coverage terms.
Prospected new clients through cold calling, networking, and lead generation efforts.
Maintained a strong sales pipeline, following up with leads and closing policy agreements.Developed and maintained relationships with individuals and business clients to drive sales growth. Credit and Collections /Customer Service Representative PSE&G Northern Inquiry Center – Newark, NJ
March 2016 – March 2024
• Handled high-volume customer accounts, negotiating payment arrangements and resolving billing disputes with a customer- focused approach.
• Consistently met or exceeded collection and recovery targets within a fast-paced environment.
• Demonstrated exceptional problem-solving skills to support customer satisfaction while meeting company objectives.Resolved billing disputes,Handled moving customers from one address to another scheduled repairs for worry-free service,one call resolution criteria exceeded monthly
Judgment Enforcement Lead
Jaffe & Asher LLP – New York, NY
March 2015 – December 2015
• Supervised and trained a team of 12 judgment
representatives, ensuring the execution of effective garnishment strategies.
• Collaborated with CFOs and attorneys to resolve judgment accounts through negotiations, wage garnishments, and bank restraints.
• Spearheaded process improvements that enhanced team efficiency and compliance adherence by 20%.
Bilingual Account Manager / Team Lead
Stephen Einstein & Associates P.C. – New York, NY
November 2012 – February 2015
• Managed and mentored a team of 10 collections
representatives, achieving team performance goals.
• Assisted in negotiations of multimillion-dollar balances, coordinating settlements and preparing cases for legal action.
• Maintained compliance with FDCPA and client guidelines in all account management activities.
Education
Associate of Arts in Business Management
Community College of the Air Force – Madrid, ES
High School Diploma in Liberal Arts
Walton High School – Bronx, NY
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