Amanda Ross
Rosenberg
Summary
My employment history consists of the subsequent elements: I possess a wealth of experience as a Client Retention Specialist, Debit Collector Representative, Customer Service, Appointment Setter, Inbound and Outbound Call Center Representative, and Sales Representative. This diverse background has enabled me to quickly adapt and maintain a keen attention to detail. My organizational abilities are outstanding. I hold strong problem-solving talents, am extremely self-directed, and display exceptional written communication skills, which encompass proficiency in spelling and grammar. My sense of humor enhances my ability to collaborate, allowing me to work well with my colleagues and clients. I consistently pursue precision and comprehensiveness in my tasks, continually seeking opportunities to enhance and uphold quality.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Client Retention/Debit Collector Specialist
Eastern Account Systems
Brookfield
10.2023 - 03.2026
- Managed complex debit collection for overdue healthcare accounts, diffused client complaints, initiated disputes, and resolved urgent issues while setting quality standards through call reviews and feedback analysis.
- My goal is to retain clients who wish to cancel their services by utilizing persuasive communication, rebuttal techniques, and effective problem-solving strategies to present solutions that motivate them to remain with us. Furthermore, I would prioritize providing clients with care rooted in integrity, emphasizing the services values and benefits. Each client interaction must be documented clearly and concisely in Salesforce, while handling both outbound and inbound calls via Five-9.
- Boosted customer satisfaction by designing and executing initiatives that enhanced client retention, built rapport, and aligned with departmental goals to meet key performance indicators.
- Manage 90 to 150 retention/debit collection calls, either inbound or outbound, daily. I also examine customer feedback and data to uncover trends, insights, and opportunities for enhancement.
- My aim was to foster and uphold solid connections with vital clients, functioning as a trustworthy consultant and supporter for them to remain with the client services.
- Showcase the benefits and values of the services to clients, ensuring to document client discussions while utilizing active listening skills and maintaining great written communication that is both clear and concise in the CRM.
- Initiated proactive chat outreach to support website visitors, promptly addressing inquiries via live chat and email, leveraging experience with CRM systems like Zendesk and Salesforce.
- Conducted research to investigate the market and devise strategies and solutions that support our clients in retaining their connections with our key clients.
- I would implement a goal-setting framework weekly, like objectives and key results to align with my monthly KPI target goal.
- Proficient in all of Microsoft tools, Slack, Teams, and Zoom, with expertise in various CRM platforms such as HubSpot, Five9, Salesforce, Zoho, and Outreach 360 etc.
Junior Recruiter / Talent Acquisition Specialist
Outsourcing Alliance Group
Houston
04.2022 - 09.2023
- My experience as an Entry Level Recruiter for the day.
- Supported recruitment of prospective employees through various channels, including recruiting websites and employee referrals, enhancing candidate outreach.
- I would support the recruitment of prospective employees and employers through various channels, including recruiting websites and employee referrals.
- Developing the ATS Tracking System for all candidates, with experience in customer service or recruitment roles.
- Use research software to identify key decision-makers.
- Accumulated one to two years of experience in customer service and recruitment roles.
- A collaborative individual with a proactive approach, highly organized, and skilled in multitasking.
- Strong abilities in follow-up and execution.
- Exceptional organizational skills and a keen focus on precision.
- Proficiency in conveying information clearly through both written and spoken communication.
- Developed ATS tracking system for all candidates, streamlining candidate management in recruitment process.
- A keen aspiration to advance a career in home health care.
- Collaborated with hiring managers to define job requirements and candidate profiles, ensuring alignment with organizational needs.
Customer Support and Lead Development Specialist
M&A Entertainment Productions Inc
Houston
03.2020 - 02.2022
- Promoting products and services to potential customers through compelling reasoning.
- Promoted products and services to potential customers, enhancing customer engagement and interest.
- Collaborating with the sales team to achieve and surpass customer service goals.
- Addressed and resolved customer concerns.
- Provided support to customers through live chat.
- Engaging in active listening, recording information, and assisting in the resolution of customer conflicts.
- Data entry is essential for delivering accurate information regarding the status of incoming customer orders and addressing inquiries related to product knowledge.
- Organizing appointments, conducting phone communications, arranging travel plans, and overseeing email accounts.
- Processed customer orders efficiently to ensure timely fulfillment.
- Scheduled appointments for clients.
- Deliver prompt insights to company leadership concerning issues or customer feedback.
- Collaborate effectively with the credit department to address and resolve any disputed credit issues.
- Delivered insights to company leadership on issues and customer feedback, facilitating informed decision-making.
- Oversee and prioritize various issues concurrently for the sales team.
- Engaged in active listening and recorded information to effectively resolve customer conflicts.
- The goal is to help qualified match artists secure positions that remained vacant during the work ethics matching process.
- Compensated staff by reviewing and validating expense reports and advance requests, as well as issuing checks.
- Managed accounting records by confirming and recording account transactions. Ensured accuracy of vendor accounts through the reconciliation of monthly statements and associated transactions.
- Establishing a robust daily pipeline is essential for nurturing relationships with important stakeholders.
- Developing a robust daily pipeline is essential for nurturing relationships with important stakeholders.
- Resolved customer concerns promptly to enhance satisfaction and loyalty.
- Assisted customers through live chat to deliver immediate support and solutions.
- Managed payment processing and recorded orders accurately to ensure financial integrity.
- Addressed inquiries and resolved issues promptly to maintain customer satisfaction.
Customer Support, New Intake Remote Coordinator
Day Light Home Health Care INC
Houston
10.2018 - 02.2020
- Interact with customers directly via phone calls, electronic messages, or face-to-face meetings. Collect necessary documents for unresolved claims through phone, email, chat, or standard mail.
- Responded promptly to customer inquiries through various communication channels.
- Updated and resolved customer grievances.
- Gathered and assessed pertinent information to effectively resolve inquiries related to products and services.
- Recognize and elevate urgent matters as needed. Manage 20-40 incoming or outgoing claims calls daily. Addressed billing concerns and order questions.
- Executed data entry tasks to maintain accurate client information during insurance calls.
- Data entry is essential for ensuring accurate and relevant information is provided during both outbound and inbound calls regarding clients' insurance updates.
- Maintained detailed documentation of customer engagements and transactions, capturing specifics of inquiries, feedback, and grievances, along with actions taken in response.
- Compile and disseminate reports on customer activities, ensure the upkeep of customer databases, oversee administrative tasks, liaise and collaborate with internal teams, and monitor customer engagement.
- Supported customers by addressing inquiries through live chat, documenting complaints, managing emails and calls, tracking new and pending claims, and ensuring accuracy of verified documents.
- Provided support to customers by addressing their inquiries, engaged with them via live chat, documented customer complaints, managed emails and both incoming and outgoing calls, maintained a log of new and pending claims, and ensured the accuracy of verified documents.
Real Estate Sales Representative
Greater New Homes Real Estate
Houston
07.2016 - 09.2018
- Sought new clients, nurtured relationships, scheduled appointments, and managed leads in contact management system to enhance client engagement.
- Made 150 to 200 calls daily to connect with potential clients, gather qualification information, and schedule meetings with listing or buyer specialist, fostering a robust client pipeline.
- Outlined specific requirements to guide project development.
- Capable of achieving and surpassing objectives while demonstrating proficiency in computer skills, particularly in utilizing spreadsheets and client management software effectively.
- Entered and updated personal information for new customers with high organization and attention to detail, ensuring data integrity.
- My specifications are as follows:
Education
Bachelor of Science - Cyber Security
Fayetteville State University
Fayetteville, NC 06.2025 - 05.2026
Associate of Applied Science - Information And Communication Technology
Strayer University
Washington, DC 03.2020 - 06.2023
Skills
- Debt recovery techniques
- Payment resolution strategies
- Negotiation skills
- Dispute resolution negotiation
- Client engagement tactics
- Customer support
- Timely support
- Outbound calling
- Inbound Calling
- Phone order processing
- Appointment Scheduling
- Setting appointments
- Salesforce
- Zoho CRM
- HubSpot CRM
- Five9 CRM
- Auto Dialer
- Technical support
- Zendesk
- CRM system proficiency
- Transaction record management
- Record-keeping procedures
- Documentation review
- Excel
- Word
- PowerPoint
- Multitasking
- Remote work experience
- Attention to detail
- Escalation handling
- Active listening
- Rapport Building
- Technical support
- HubSpot CRM
- Five9 CRM
- Escalation handling
- Active listening
- Rapport Building
Certification
- Graphic Design, 04/01/14 to Present
- Adobe Illustrator
- Adobe Photoshop
Additional Information
Authorized to work in the US for any employer, I establish objectives and standards., I concentrate on uplifting thoughts and optimistic beliefs., I transform calls and leads into valuable appointments and successful deals., My phone skills are exceptional, and I organize an 'Ideal Week' to allocate time for activities that help me achieve my goals., I am capable of utilizing or swiftly mastering CRM and marketing tools tailored for real estate., I possess excellent sales and negotiation abilities, along with robust skills in cold calling and business development., I excel in communication and pride myself on being genuine, reliable, and dedicated to achieving the highest standards in all my endeavors., Additionally, I am proficient with technology and feel particularly at ease with mobile applications and digital tools., I'm pursuing a major in Cloud Architect Engineering, which helps me adapt quickly to new tools.
Awards
- A Honor Roll, 03/01/22
- On the Dean list at Strayer University
Languages
English
Timeline
Bachelor of Science - Cyber Security
Fayetteville State University
06.2025 - 05.2026
Client Retention/Debit Collector Specialist
Eastern Account Systems
10.2023 - 03.2026
Junior Recruiter / Talent Acquisition Specialist
Outsourcing Alliance Group
04.2022 - 09.2023
Associate of Applied Science - Information And Communication Technology
Strayer University
03.2020 - 06.2023
Customer Support and Lead Development Specialist
M&A Entertainment Productions Inc
03.2020 - 02.2022
Customer Support, New Intake Remote Coordinator
Day Light Home Health Care INC
10.2018 - 02.2020
Real Estate Sales Representative
Greater New Homes Real Estate
07.2016 - 09.2018