Caroline Murray
Tampa
Overview
10
10
years of professional experience
1
1
Certification
Work History
Collections Specialist I
JPMorgan Chase
Tampa, FL
10.2024 - Current
- Managed collections processes, ensuring efficient communication, negotiation, and decision-making skills, while staying engaged with our customers.
- Communicated with customers in a metrics-driven environment.
- Coordinated communication between clients and internal departments to resolve payment issues.
- Navigated multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment.
- Abided by all applicable regulatory and departmental practices and procedures.
Workforce Real Time Analyst
Ashley Furniture Industries, Inc
Tampa, FL
04.2020 - 07.2024
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Created real-time and historical reports on system performance and operational metrics to support decision-making and ensure timely resolution.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Coordinated the issue resolution process between frontline and supporting teams whenever a system issue occurred.
- Assisted with the integration and implementation of new call center technologies.
Workforce Real Time Analyst
Alorica
Tampa, FL
07.2018 - 02.2020
- Monitored site to ensure optimal staffing levels and managed multiple call queues in real time.
- Maintained and tracked accurate records of PTO accruals, attendance, and time off usage via Workforce Management systems
- Developed and maintained dashboards and reporting tools to visualize real-time metrics and key performance indicators (KPIs).
- Analyzed information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
- Monitored real-time alerts and notifications to proactively address potential system failures or performance degradation.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Preferred Customer Associate
Alorica
Tampa, FL
02.2016 - 07.2018
- Delivered personalized, one-on-one customer service, ensuring each client received tailored assistance and support.
- Expertly analyzed and resolved complex issues, utilizing critical thinking and problem-solving skills to address and overcome challenges effectively.
- Managed and resolved tracing and claim inquiries, coordinating with relevant departments to expedite and address customer concerns efficiently.
- Employed strong communication skills to convey information clearly and effectively, fostering positive relationships and ensuring understanding.
- Demonstrated the ability to perform tasks and manage responsibilities independently, with minimal oversight, ensuring productivity and accuracy.
Education
Associate of Science - Criminology
Hillsborough Community College
Tampa, FL07-2018
Skills
- Attention to Detail
- Workforce Management
- Service Level Agreements
- Scheduling Optimization
- Communication
- Problem Solving
- Critical Thinking
- Active Listening
- Data Collection and Entry
- Collaboration
- Data Analysis
- Professionalism and ethics
- Strong negotiation skills
- Proficient with Microsoft suite, Adobe PDF, Verint, TPX, Cisco, Calabrio, TalkDesk
Certification
Lean Six Sigma White Belt
Certification Number: ZUXCsKRYj8
Certification Date: April 25th, 2024
Timeline
Collections Specialist I
JPMorgan Chase
10.2024 - Current
Workforce Real Time Analyst
Ashley Furniture Industries, Inc
04.2020 - 07.2024
Workforce Real Time Analyst
Alorica
07.2018 - 02.2020
Preferred Customer Associate
Alorica
02.2016 - 07.2018
Associate of Science - Criminology
Hillsborough Community College