Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Abigail Khan

Brent,NY

Summary

Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Debt Collector Agent

Teachers Federal Credit Union
10.2020 - 03.2023
  • Maintained high volume of calls and met demands of busy and productive group.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Collected on delinquent accounts to reduce overdue balances.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Worked with customer to create debt repayment plan based on current financial condition.

Call Center Representative

Teachers Federal Credit Union
01.2020 - 10.2020
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on company systems, form completion, and access to services.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Client Services Representative Level 2

Red Payments Llc
09.2018 - 12.2019
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Communicated with clients regarding account services, statements, and balances.
  • Maintained and managed customer files and databases.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Offered personalized solutions to meet customer requirements and close sales.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted available products and services to customers during service, account management, and order calls.

Business Process Manager

Merchant Business Alliance
11.2010 - 08.2018
  • Improved efficiency and effectiveness of performance and management of processes across departments.
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Gathered and analyzed large amounts of data to determine improvement projections.
  • Managed change among staff to achieve buy-in and cooperation and overcome resistance.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Gathered, organized and input information into digital database.
  • Collected, arranged, and input information into database system.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Devised and implemented processes and procedures to streamline operations.

Education

Associate of Arts - Liberal Arts And General Studies

Suffolk County Community College
Brentwood, NY

GED -

Francis Lewis High School
Fresh Meadows, NY

Skills

  • Managing Delinquent Accounts
  • Organizational Skills
  • Administration and Management
  • Credit Extension Negotiation
  • Client Relations
  • Persuasion Strategies
  • Locating Debtors
  • Process Payments
  • Pleasant Telephone Demeanor

Certification

Notary Public License Agent

Timeline

Debt Collector Agent

Teachers Federal Credit Union
10.2020 - 03.2023

Call Center Representative

Teachers Federal Credit Union
01.2020 - 10.2020

Client Services Representative Level 2

Red Payments Llc
09.2018 - 12.2019

Business Process Manager

Merchant Business Alliance
11.2010 - 08.2018

Associate of Arts - Liberal Arts And General Studies

Suffolk County Community College

GED -

Francis Lewis High School

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Abigail Khan