Brittany Jones
Beaumont,TX
Summary
Developed strong communication and problem-solving skills in fast-paced customer service environment. Demonstrates ability to handle diverse customer needs and resolve issues effectively. Seeking to transition into new field utilizing transferable skills in customer engagement and issue resolution.
Overview
9
9
years of professional experience
Work History
Customer Care Advisor
GoodLeap
07.2023 - Current
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
- Delivered comprehensive product demonstrations during sales calls or virtual meetings.
- Utilized upselling techniques when appropriate to increase revenue while still meeting customer needs genuinely.
- Worked closely with other departments to resolve complex issues quickly and effectively.
- Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
- Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
- Exceeded performance metrics consistently, contributing to the team''s overall success.
- Handled escalated calls effectively, deescalating situations and providing satisfactory resolutions for customers.
Senior Collections Specialist
GoodLeap
08.2021 - 07.2023
- Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
Collections Specialist
Conn's Home Plus
03.2016 - 08.2021
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Minimized legal action risk by ensuring compliance with collection laws and regulations.
- Established relationships with customers to encourage payment of delinquent accounts.
Skills
- Call center experience
- Appointment scheduling
- Complaint handling
- Payment processing
- Email management
- Follow-up calls
- Customer service
- Time management
- Multitasking and organization
- Active listening
Timeline
Customer Care Advisor
GoodLeap
07.2023 - Current
Senior Collections Specialist
GoodLeap
08.2021 - 07.2023
Collections Specialist
Conn's Home Plus
03.2016 - 08.2021
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