Customer Service Collections Specialist

Katie K. Gray

Customer Service & Collections Specialist Complex Problem Solver

Brookshire, TX 77423 832-***-**** *****.********@*****.*** Professional Summary

Customer service professional with 15+ years of experience resolving complex account issues, managing high-volume interactions, and de-escalating challenging situations. Skilled in collections, payment processing, dispute resolution, and multi-system navigation. Recognized for converting high-stress conversations into successful outcomes and maintaining performance excellence across diverse client portfolios. Possess knowledgeable Thorough understanding of

Industry regulations, including FDCPA, FCRA, and TCPA Understanding of skip tracing Core Strengths

- Collections & Account Management Payment Plans Dispute Resolution

- Multi-System Navigation Municipal & Financial Services Compliance

- Advanced De-escalation Conflict Resolution Customer Retention Professional Experience

Collections Specialist

Universal Fidelity LP – Katy, TX April 2023 – Sept 2025

- Managed 200+ daily customer interactions across inbound/outbound collections and NYC parking ticket services.

- Specialized in complex dispute resolution, payment plans, and account reconciliation under strict compliance guidelines.

- Navigated multiple systems (Danbury TDCU, Valero, NYC Parking Violations, Breezeline equipment recovery).

- Processed payments, set up repayment agreements, and maintained detailed records. Achievement: Consistently achieved 95%+ resolution rate in hostile or high-tension customer interactions.

Business Operations Specialist (On-Call Support)

C&L Books – Katy, TX Mar 2019 – Present (as needed)

- Oversaw e-commerce operations including inventory management, shipping, and order fulfillment.

- Optimized Amazon listings through research and data analysis.

- Delivered responsive customer service including returns and disputes. Education & Development Specialist

Kids R Kids – Katy, TX May 2017 – Mar 2019

- Designed and implemented curriculum for ages 3-5.

- Maintained effective communication with parents, staff, and administrators.

- Adapted teaching strategies to support diverse learning and behavioral needs. Senior Customer Service Representative

Tractor Supply Company – Katy, TX Apr 2008 – Feb 2016

- Delivered product consultation and resolved customer concerns.

- Managed inventory, cash handling, and daily reconciliation.

- Supported store operations, closing procedures, and deposits. Technical Skills

- Microsoft Office Suite (Word, Excel, PowerPoint) – Advanced

- CRM & Collections Systems Payment Processing Platforms

- Multi-line Phone Systems Database Management

- E-commerce (Amazon, eBay) Inventory Management Education & Professional Development

- Houston Community College, Katy, TX (2008–2010 coursework)

- Katy High School, Katy, TX (Diploma, 2008)

- Customer Service Excellence Certification – In Progress

- AI Fundamentals & Prompt Engineering – Self-Study

- Advanced De-escalation Techniques – On-the-Job Training Key Achievements

- Maintained top performance handling 200+ interactions daily.

- Adapted quickly to multiple client platforms and compliance standards.

- Developed creative, tech-driven solutions to streamline dispute resolution.

- Consistently improved customer retention in hostile situations.

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