Customer Service & Collections Specialist
Resume:
PEGGY L. RHODES
Customer Service • Collections • Technical Support
Over 25 Years of Experience
*********@**.***.***
Tempe, Arizona
Peggy L. Rhodes
Tempe, AZ 661-***-**** *********@**.***.***
PROFESSIONAL SUMMARY
Dedicated Customer Service Representative with over 25 years of experience in inbound and outbound customer service, collections, billing, sales, account management, and Tier 1 technical support. Recognized for consistently exceeding call center metrics, delivering exceptional customer experiences, resolving complex issues, and building long-term customer relationships. Proven success in high-volume remote environments with a strong commitment to professionalism, empathy, and results.
Regional Acceptance Corporation (Remote)
Inbound Customer Service Representative October 2019 – Present
● Provided inbound customer service and collections support for auto finance accounts.
● Verified customer information and reviewed overdue loan accounts.
● Contacted customers regarding delinquent accounts and negotiated payment arrangements.
● Maintained accurate customer records and resolved customer concerns with professionalism and empathy.
● Consistently exceeded performance metrics, quality standards, and all call center metrics.
● Awarded Best Call Monitor for three consecutive years, earning incentive pay and company-sponsored trips to Florida.
iQor Inc. (Remote)
Customer Service Representative – Bounce Energy & CenterPoint Energy December 2016 – October 2019
● Processed payments, resolved billing inquiries, and responded to power outage and gas leak emergencies.
● Educated customers on products, online account management, and energy plans.
● Maintained customer satisfaction scorecards of 85% or higher.
● Exceeded all call center metrics and performance expectations.
● Earned cash bonuses, gifts, and vacation incentives for outstanding performance. Verizon Wireless
Customer Service Representative November 2010 – April 2016
● Provided billing, technical support, device upgrades, and account maintenance.
● Maintained quality assurance scorecards of 85% or higher.
● Exceeded all call center metrics and performance expectations.
● Received multiple Employee of the Month awards.
Greyhound Bus Lines
Package Express Clerk October 2007 – October 2010
● Assisted customers with ticket sales, luggage check-in, shipping services, and refunds.
● Maintained shipping records and handled daily cash transactions.
● Exceeded customer service and performance metrics. Discover Card Services
Customer Service Representative May 1993 – September 1995
● Handled high-volume inbound calls involving accounts, billing, disputes, and troubleshooting.
● Maintained scorecards of 85% or higher.
● Exceeded all call center metrics and performance expectations.
● Recognized as Employee of the Month for outstanding customer satisfaction. Education
Grand Canyon University
Bachelor of Science in Psychology
May 2026 – Expected August 2028
Compton College
Associate Degree in Child Development
South Bay Business College
Certificate in Fashion Merchandising
Skills
● Customer Service
● Collections
● Billing & Payment Processing
● Sales
● Account Management
● Tier 1 Technical Support
● Premier IA Platform
● Microsoft Word
● Excel
● PowerPoint
● Google Workspace
● Microsoft Teams
● Zoom
● Typing 55 WPM
● Problem Solving
● Conflict Resolution
● Organization
● Communication
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