Collections & Customer Service Specialist

Halo Prewitt

Indianapolis, Indiana 317-***-**** **********@*****.***

SUMMARY

Collections and customer service professional with extensive experience handling high-volume inbound and outbound calls, account resolution, payment processing, customer negotiations, and documentation management. Proven ability to manage delinquent accounts, negotiate payment arrangements, resolve disputes, and maintain detailed records within CRM systems while providing exceptional customer service. Skilled in debt recovery support, skip tracing research, account reconciliation, compliance documentation, and portfolio management. Proficient in Microsoft Outlook, Word, Excel, and customer relationship management software. Recognized for strong communication, conflict resolution, active listening, and problem-solving skills. EDUCATION

Air University (AU) Maxwell Air Force Base, Alabama Bachelor of Health Science

EXPERIENCE

VIRTUAL CUSTOMER SERVICE REPRESENTATIVE 2019 – 2023 VMS

• Managed high-volume inbound and outbound customer communications while maintaining productivity and quality standards.

• Assisted customers with account-related inquiries, payment concerns, billing issues, and account resolutions.

• Negotiated solutions and payment options to resolve customer concerns and maintain positive customer relationships.

• Documented all customer interactions, account updates, and resolutions within CRM systems.

• Utilized Microsoft Outlook, Excel, Word, and customer management software daily.

• Consistently demonstrated professionalism during difficult customer conversations and escalations.

• Maintained accurate records and ensured compliance with company policies and procedures. ASSISTANT MANAGER 2021 – 2026

DOLLAR GENERAL

• Managed customer accounts, transactions, and payment processing activities.

• Resolved customer complaints, billing concerns, and service issues through effective communication and problem-solving.

• Maintained detailed documentation and operational records with a strong focus on accuracy and compliance.

• Trained team members on customer service standards, documentation requirements, and company procedures.

• Handled escalated customer situations while maintaining professionalism and customer satisfaction.

• Utilized company software systems to track customer information, transactions, and account activity. ASSISTANT MANAGER 2016 – 2018

PET SUPPLIES PLUS

• Assisted customers with account inquiries, transactions, and issue resolution.

• Managed customer concerns and negotiated satisfactory resolutions.

• Maintained accurate customer records and operational documentation.

• Demonstrated strong communication and relationship-building skills. SALES ASSOCIATE / STOCKER 2014 – 2016

PET SUPPLIES PLUS

• Provided customer service and support in a fast-paced environment.

• Processed transactions accurately and maintained customer records.

• Assisted with inventory management and operational reporting. ASSISTANT MANAGER 2014 – 2017

McDONALD'S

• Managed high-volume customer interactions and resolved service-related concerns.

• Led team operations while maintaining customer satisfaction standards.

• Developed strong conflict resolution, communication, and multitasking abilities. TECHNICAL SKILLS

Collections & Debt Recovery Support

Delinquent Account Management

Payment Arrangement Negotiation

High-Volume Inbound & Outbound Calling (50+ Calls Daily) Account Resolution & Dispute Management

Customer Retention & Relationship Management

Skip Tracing & Debtor Location Research

Call Documentation & Activity Tracking

Portfolio Management

Regulatory & Compliance Awareness

Payment Processing

Conflict Resolution

Customer Service Excellence

Active Listening & Empathy

Written & Verbal Communication

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM Systems & Customer Databases

Data Entry & Record Accuracy

Time Management & Organization

ADDITIONAL QUALIFICATIONS

• Experience handling 50+ customer interactions daily. • Strong negotiation and persuasion abilities. • Skilled in managing difficult conversations professionally. • Experience documenting customer interactions and account activity.

• Proficient with CRM software and Microsoft Office Suite. • Detail-oriented with excellent organizational skills. • Fast learner capable of obtaining required collections licensing. • Available for hybrid, evening, and weekend schedules.

ATS KEYWORDS INCLUDED

Collections Specialist, Debt Recovery, Delinquent Accounts, Account Resolution, Payment Arrangements, Collections Representative, Inbound Calls, Outbound Calls, Skip Tracing, CRM, Customer Relationship Management, Payment Processing, Collections Documentation, Portfolio Management, Negotiation, Conflict Resolution, Financial Services, Customer Service, Compliance, Account Management, Debt Collection, Collections Software, Microsoft Office, Outlook, Excel, Word, Debtor Communication.

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