Brent Griggs
Peoria,AZ
Summary
Accomplished Collections Specialist with a proven track record at Cox Communications, enhancing debt recovery through strong negotiation skills and relationship building. Achieved significant improvements in customer retention and debt resolution, demonstrating exceptional professionalism and active listening abilities. Expert in conflict resolution and performance goals, consistently exceeding targets.
Overview
20
20
years of professional experience
Work History
Collections Specialist II - In House
Cox Communications
09.2016 - Current
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Trained new team members on scripts, company services, and collection strategies.
- Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
Collections Specialist I - In House
Cox Communications
08.2014 - 09.2016
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
Collection Specialist II - Field
Cox Communications
09.2007 - 08.2014
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- In person collections of outstanding debt including company owned equipment.
- Facilitate on-site disconnections of services due to nonpayment
- Maximized efficiency by successfully managing daily routing within assigned area
- Training of onboarding field collection specialists
Loyalty Save Representative
Cox Communications
05.2007 - 09.2007
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Performing lost prevention audits to reduce theft of company services.
- Proficient routing of assigned work orders
Customer Retention Specialist I - Field
Cox Communications
08.2004 - 05.2007
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Contributed to company growth by upselling additional products and services during support interactions.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Trained junior team members, boosting overall department performance and service quality levels.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Greenway High School
Phoenix, AZ05.1991
Skills
- Debt recovery expertise
- Strong negotiation skills
- Active listening abilities
- Decision-Making Competence
- Professionalism and Ethics
- Call center experience
- Relationship Building
- Goals and performance
- Conflict resolution techniques
- Collections
Timeline
Collections Specialist II - In House
Cox Communications
09.2016 - Current
Collections Specialist I - In House
Cox Communications
08.2014 - 09.2016
Collection Specialist II - Field
Cox Communications
09.2007 - 08.2014
Loyalty Save Representative
Cox Communications
05.2007 - 09.2007
Customer Retention Specialist I - Field
Cox Communications
08.2004 - 05.2007
High School Diploma -
Greenway High School
Similar Profiles
Molly HudlowMolly Hudlow
Senior Product Manager at Cox Communications, Cox MediaSenior Product Manager at Cox Communications, Cox Media
LaTricia FountainLaTricia Fountain
Auto Fleet Operation Specialist at Cox Communications, Cox AutomotiveAuto Fleet Operation Specialist at Cox Communications, Cox Automotive
Joel HenryJoel Henry
Independent Contractor at Cox Communications, DirecTV, Frontier CommunicationsIndependent Contractor at Cox Communications, DirecTV, Frontier Communications
Alanna JamalAlanna Jamal
Inbound Sales Representative at Cox CommunicationsInbound Sales Representative at Cox Communications
Christina CorralesChristina Corrales
CSA at Banner Thunderbird HospitalCSA at Banner Thunderbird Hospital