Self motivated employee that works well within a team environment.

Colleen E. Wells

OBJECTIVE

Seeking a Customer Service collections supervisor or management position with a company offering a solid foundation and opportunities

for growth and advancement. Offering good communication and computer skills, creativity, problem solving and an ability to work well

within a team environment.

EXPERIENCE

March 1999 - Present Outsourcing Solutions Incorporated Pittsburgh, PA

Assistant Supervisor (Lead), Customer Service Trainer and Collections Representative

Maintain floor coverage to make sure enough employees are on our outbound dialing campaign, taking inbound calls and managing times

for lunches and breaks currently for two departments.

Coach employees on areas needed to improve on quality of the call and managing their times on and off the phone twice a month.

Conduct remote monitors to make sure employees are adhering to the quality of the call and reaching the department goal.

Conduct side-by-side sessions with employees to make sure they understand the process of call flow, negotiations of arrangements

that must be within policies and procedures of NYSEG while make sure they are bridging the customer back to the core of the call if not

on point.

Taking elevated supervisor calls to satisfy the customer as well as the client in negotiating payments or reconnections.

Conduct interviews to hire on new employees needed for the department.

Pass out stats to show employees what goals needed to improve for self-goal already established during coaching.

Team Lead, Customer service collections representative and trainer for company clients including Comcast Telephone, PECO CAP, Columbia Gas,

Columbia Gas of Ohio, Allegheny Power, New York State Electric and Gas (NYSEG), and as well as hardcore collections for Citi-Bank

Working customer accounts to satisfy unpaid bills through payment arrangements and taking payments by phone via electronic checks and

credit cards.

Multitask with management duties and will help on inbound to reach monthly quota.

Close down the phone lines at the end of the business day.

Conduct interviewing for hiring new employees into the department.

May 1995 - March 1999 Pizza Hut Waynesburg, PA

Head Waitress

Preparing lists for beginning and end of shifts

Opening and closing waitress station.

Training new waitresses on waiting tables and in operating cash register and computers which relayed orders to kitchen staff.

Coordinating and over seeing birthday parties and other events.

EDUCATION

1996 - 1997 Waynesburg College Waynesburg, PA

Studied Criminal Justice

1991 - 1995 Jefferson-Morgan High School Jefferson, Pa

Diploma

OTHER KNOWLEDGE AND SKILLS

Experience with Microsoft operating systems and various computer software such as PowerPoint, Excel, Outlook Express, Avaya, SIMS, CMS, SAP,

ICOMS, NCO electronic payment site, Outlook, Insite and Davox.

Awards given after completing various training in becoming part of the management team.

Excellent customer service, communication, interpersonal skills and a positive attitude.

Ability to learn and to train others on computer software, procedures, policies, and legal guidelines.

Completed training for the interview process for hiring new associates.

E-MAIL: **************@*****.***

3103 Bowman Ave. * McKeesport, PA 15132 * HOME: 412-***-**** CELL: 412-***-****

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