Analytical professional proficient in reporting and providing key performance coaching to employees. Solid team player with strong persuasion skills. Maintained positive rapport with customers and staff in collection-related tasks.
Overview
17
17
years of professional experience
Work History
Collections Supervisor
The CMI Group
Coppell, TX
05.2014 - Current
Produced monthly reports detailing progress against established goals for collections activity.
Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.
Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
Mentored collection team on successful tactics to increase workflow and productivity.
Managed a high volume of incoming calls from customers inquiring about their past due accounts.
Assisted in developing training materials for new hires in the Collections Department.
Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
Investigated escalated customer inquiries or disputes concerning billing errors or discrepancies.
Ensured compliance with all applicable laws, regulations, policies and procedures related to collections activities.
Trained new staff members on proper collection techniques, policies, and procedures.
Customer Service Representative
Neopost
Richardson, TX
08.2012 - 04.2014
Maintained an up-to-date knowledge base of products, services, pricing information, processes.
Analyzed customer feedback data to identify areas of improvement.
Provided guidance to customer service representatives in resolving complex customer issues.
Analyzed customer service metrics to prepare reports for management.
Provided regular performance feedback and coaching to team members.
Customer Service Representative
AtScale
Farmers Branch, TX
07.2011 - 07.2012
Resolved customer complaints promptly and efficiently.
Provided excellent customer service to resolve customer complaints in a timely manner.
Answered customer inquiries via phone, email, and chat.
Customer Service Representative
Sprint
Fort Worth, TX
04.2007 - 04.2010
Education
Some College (No Degree) -
Richland College
Dallas, TX
Skills
Collections
Credit and collections
New Hire Training
Team Supervision
Staff Training
Reporting and documentation
Employee Retention
Client resolution
Relationship Building
Staff Motivation
Coaching and Mentoring
Time Management
Timeline
Collections Supervisor
The CMI Group
05.2014 - Current
Customer Service Representative
Neopost
08.2012 - 04.2014
Customer Service Representative
AtScale
07.2011 - 07.2012
Customer Service Representative
Sprint
04.2007 - 04.2010
Some College (No Degree) -
Richland College
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