Experienced SME and agent with a focus on quality, efficiency, and team development within high-pressure environments. Skilled in process improvements, negotiation, and training to ensure customer satisfaction and operational excellence.
Managed inbound/outbound collections and customer interactions, consistently achieving top performance.
Identified inefficiencies and implemented workflow enhancements to boost team efficiency.
Negotiated payments and communicated complex information to customers to meet recovery targets.
Coached agents to improve performance, guiding new team members in product and process knowledge.
Concentrix – Client: Capital One
Primary production support contact, ensuring agents maintain up-to-date product and process knowledge., Coached and guided agents to meet production metrics; all assigned team members reached expected targets within one month of coaching., Performed quality control on sensitive communications.,...
Concentrix – Client: Capital One
Managed inbound and outbound collections interactions; consistently ranked as a top performer across most months., Supported incoming agent waves by delivering product and process training, producing stronger and longer-lasting wave performance than comparable groups., Achieved targets in payment...
High School Diploma
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Utilized Microsoft Office and Google Workspace for documentation, reporting, and communication tasks.