Brissa Dorame
Tucson,AZ
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers.
History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Accomplished professional offering great communication and customer service skills.
Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations.
Results-driven Debt Collector known for high productivity and efficient task completion. Specialize in negotiation, compliance with financial laws, and customer service management. Excel in communication, problem-solving, and resilience, ensuring smooth operation and successful debt recovery processes.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Alorica
Tucson
05.2021 - Current
- Assisted customers with product selection, billing support and information about finance.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong customer relationships to encourage repeat business.
- Collected deposits or payments and arranged for billing.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Researched complex billing issues and provided solutions to resolve disputes.
- Ensured all collection activities complied with applicable laws and regulations.
- Monitored customer accounts for changes in payment patterns that could indicate fraud or other suspicious activity.
- Managed high-volume call lists to contact debtors and secure payments.
- Analyzed debtor financial situations to propose realistic repayment solutions.
- Documented all debtor interactions accurately for compliance and follow-up.
Customer Service Representative
RDI
Nogales, Mexico
02.2018 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Data Entry Clerk
Data Center Nogales
Nogales, Mexico
06.2014 - 02.2018
- Research products, sometimes explicit for Insurance Companies.
Customer Service Cashier
Casino Nogales
Nogales, Mexico
06.2013 - 05.2014
- Resolved customer complaints and maintained clean and tidy checkout area.
Education
Bachelor's degree - Public Administration
Utn
Sonora10.2008
High school diploma -
CETis 128
Sonora07.2006
Skills
- Excelente customer service
- Complaint resolution
- Creative problem solving
- Money handling abilities
- Inbound and Outbound Calling
- Research
- Databases
- Order Entry
- Conflict resolution
- Problem solving
- Effective communication
- Sales
- Product knowledge
- Relationship building
- Conflict de-escalation
- Communication skills
- Stress management
- Repayment negotiations
- Delinquent account management
- Debt management
- Fair debt practices
- Recovery techniques specialist
- Payment arrangement
- Strong negotiation skills
- Records maintenance
- Skip tracing techniques
- Research skills
- Documentation management
- Legal compliance
- Clear oral communication
- Clear written communication
- Case file organization
Languages
Spanish, Expert
Timeline
Customer Service Representative
Alorica
05.2021 - Current
Customer Service Representative
RDI
02.2018 - 05.2021
Data Entry Clerk
Data Center Nogales
06.2014 - 02.2018
Customer Service Cashier
Casino Nogales
06.2013 - 05.2014
Bachelor's degree - Public Administration
Utn
High school diploma -
CETis 128