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Customer Service & Collection Specialist with 8+ years of enhancing recovery and client relations
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Competencies
Managed and optimized receivables processes, ensuring timely collections and dispute resolution.
Provided high-quality support via calls and chats, handling inquiries, complaints, and billing issues effectively.
Led teams to improve KPIs, coached agents, and developed strategies to enhance performance metrics.
Managed and resolved account disputes ensuring compliance and customer satisfaction.
Utilized Oracle Fusion, SAP, FSMC, and advanced Excel skills to support financial and operational tasks.
Education
Languages
Summary
Dedicated professional with over 8 years of experience in collections, customer service, and team leadership. Skilled in dispute resolution, account management, and stakeholder communication, with a strong track record of mentoring peers and driving process improvements.
Key Achievements
- Mentored colleagues at Experian, sharing effective collection strategies to improve recovery results.
- Led collections team at Vialinx, monitoring KPIs like handle time and customer satisfaction to develop improvement strategies.
- Handled billing inquiries and disputes at HP, managing inbound customer interactions across calls and chat.
Experience
Senior Representative
Mentored colleagues by sharing effective collection strategies and best practices to improve recovery results., Managed loan counseling activities and conducted quality assurance analyses to ensure compliance and performance standards., Served as the primary point of contact for assigned accounts,...
Senior Representative/Team Lead
Led the collections team by monitoring key performance indicators, including handle time, quality assurance, and customer satisfaction, while developing strategies to improve collection metrics., Implemented retention strategies to prevent cancellations of monthly credit report and credit score...
Customer Service/Billing
Handled inbound calls and chat interactions from customers regarding billing inquiries, including monthly fees, collection accounts, and billing statements.