Alice Hathcock
Little Chute,WI
Summary
Experienced Collections Specialist bringing 10+-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
10
10
years of professional experience
Work History
Debt Collector Agent
Credit Service International/CSFV
Neenah, WI
11.2012 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services and collection strategies.
- Processed debtor payments and updated accounts to reflect new balance.
- Entered client details and notes into system for interdepartmental access and review.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Representative
Dohenys Water Warehouse
Kenosha, WI
03.2012 - 10.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
N/a - Business Administration
Mount Senario College
Ladysmith, WIDiploma - General Studies
Salem Central HS
Salem, WI05.1984
Skills
- Managing Delinquent Accounts
- Analytical and Critical Thinking
- Skip Tracing
- Collection Calls
- Account Monitoring
- FDCPA Compliance
- Negotiation and Resolution
- Accounts Payable and Accounts Receivable
- Debt Repayment Negotiation
- Persuasion Techniques
- Scripted Conversations
Timeline
Debt Collector Agent
Credit Service International/CSFV
11.2012 - Current
Customer Service Representative
Dohenys Water Warehouse
03.2012 - 10.2012
N/a - Business Administration
Mount Senario College
Diploma - General Studies
Salem Central HS
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