Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Rosso

Staten Island,NY

Summary

Customer Service professional with extensive experience in debt collection and customer service operations. Experienced working closely with executive teams and clients to drive success in debt collection. Skilled at leading large teams, assigning workloads, and monitoring performance to maximize efficiency. Proven ability to strengthen client relationships, improve recovery efforts, and ensure compliance with all regulatory requirements.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

RTR Financial Services
04.2016 - 07.2025
    • Led a team of 50+ customer service representatives, ensuring high-quality service delivery and adherence to company policies.
    • Partnered with executive leadership to align service strategies with organizational goals, improving operational efficiency and client satisfaction.
    • Oversaw accounts receivable on a weekly basis, delegating tasks to ensure efficient workload distribution and alignment with team objectives.
    • Managed daily posting of payments to customer accounts.
    • Researched accounts and completed due diligence to resolve collection problems.
    • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
    • Maintained compliance with federal, state, and local regulations governing debt collection practices.
    • Monitored performance productivity and coached staff to meet individual and team productivity goals.
    • Developed a customer service manual to standardize procedures across departments.
    • Resolved staff conflicts through active listening and finding appropriate solutions.
    • Verified timekeeping records and handled any discrepancies with employees.
    • Introduced flexible working arrangements, enhancing team productivity.
    • Established procedures for the collection of past-due amounts.

Customer Service Agent

United Airlines
05.2007 - 02.2016
  • Provided exceptional customer service, assisting passengers with ticketing, boarding, and handling inquiries in a fast-paced environment.
  • Managed flight information, rebooking, and delays, ensuring clear communication and customer satisfaction.
  • Processed baggage claims and fees, and provided guidance on company policies.
  • Maintained up-to-date knowledge of airline procedures, policies, and software tools through continuous training.

Cashier

Home Goods
09.2005 - 02.2007
  • Processed transactions, handled cash, checks, and card payments, ensuring accurate financial records.
  • Managed returns and exchanges, maintaining strong customer satisfaction.
  • Assisted in inventory management and stocked shelves in alignment with store needs.
  • Delivered customer service by answering inquiries and adhering to company policies.

Education

High School Diploma -

New Dorp High School
Staten Island, NY
06-2006

Skills

  • Customer Service
  • Debt Collection Management
  • Problem-solving
  • Compliance and Regulation
  • Work Planning and Prioritization
  • Relationship building
  • Staff management
  • Adaptability
  • Multitasking
  • Microsoft outlook, word, and Excel

Timeline

Customer Service Manager

RTR Financial Services
04.2016 - 07.2025

Customer Service Agent

United Airlines
05.2007 - 02.2016

Cashier

Home Goods
09.2005 - 02.2007

High School Diploma -

New Dorp High School

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