Customer Service & Collections Specialist
Resume:
CUSTOMER SERVICE
REPRESENTATIVE
ELBA HERNANDEZ
510-***-**** ● *********@******.*** ● Fairfield, CA 94534 Goal-driven professional with a strong background in negotiation and debt recovery, bringing patience and self-motivation to resolve complex customer service issues. Proven ability to implement strategies that enhance satisfaction and loyalty. Eager to leverage expertise in a Customer Service Representative role to support and grow the new team.
EXPERIENCE
APR '22 - MAR '25
Collections Team Lead AT&T, Oakland, CA
● Provided guidance to team members on proper use of collection techniques, resulting in improved customer service satisfaction ratings.
● Assisted upper management in developing departmental goals and objectives aligned with company strategy.
● Developed and implemented new strategies for collection of delinquent accounts, resulting in a 20% increase in collections.
● Researched complex cases involving multiple parties or disputed amounts to determine best course of action for resolution.
● Negotiated repayment plans with customers who had difficulty paying their debts in full according to the terms of their agreement.
● Utilized collection software to keep detailed notes of customer interactions. JAN '07 - APR '22
Sales Team Leader AT&T, Oakland, CA
● Created reports summarizing overall team performance against established goals.
● Maintained compliance with company policies and procedures.
● Participated in industry events and conferences to stay abreast of emerging trends and build professional networks.
● Provided consultative advice regarding product features and benefits to help customers make informed purchasing decisions.
● Trained new employees on company policies and strong sales techniques.
● Established clear expectations for each member of the team while providing ongoing support throughout the entire sales cycle.
● Monitored competitor trends and market shifts to maintain company relevance. AUG '05 - JAN '07
Business Sales Specialist AT&T, Oakland, CA
● Recognized for consistently exceeding quarterly sales goals set by upper management.
● Conducted research and analysis of target markets, competitor activities, industry trends, and customer needs.
● Built strong relationships with key stakeholders in order to gain insight into customer requirements.
● Developed innovative approaches to secure new accounts from existing customers.
● Demonstrated excellent communication and interpersonal skills while managing customer relationships.
● Used knowledge of company products and services to recommend solutions to customers.
● Highlighted new products and company promotions during sales pitches.
● Stayed current on customer trends and requirements.
● Developed and implemented successful sales strategies to increase market share in competitive markets. DEC '98 - AUG '05
Call Center Phone Representative AT&T, Oakland, CA
● Developed positive relationships with customers through active listening, friendly demeanor, and empathy.
● Maintained professional composure while handling difficult customer interactions.
● Assisted customers with their account information and ensured accuracy of data entry into the system.
● Identified opportunities for process improvement within the call center environment in order to increase efficiency.
● Demonstrated strong problem-solving skills when dealing with complex customer requests or inquiries.
● Successfully handled a high volume of incoming customer calls in a timely manner.
● Remained current on product updates and changes in order to respond appropriately during conversations with customers.
● Utilized excellent listening skills to identify customers' needs and provide appropriate solutions.
● Consistently met established performance metrics such as average handle time goals. SKILLS
REFERENCES
Shane Davis
AT&T
Manager Of Business Development And Sales
2nd Level Manager
Andre Williams
AT&T
Manager, Sales And Customer Support
1st Level Manager
Latisha Shepherd
AT&T
Manager, Sales And Customer Support
1st Level Manager
Strong negotiation skills Patience and persistence Self motivation Professionalism and ethics Debt recovery expertise Goal setting strategies
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