Charles Mannings
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in collection industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
The Telepoint Group
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Collector Agent
Medical Alert
09.2020 - 04.2023
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collected on delinquent accounts to reduce overdue balances.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained consistently high success rate of collecting on overdue accounts.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Kept case data and contact information up to date to expedite proceedings.
Collector
NCB Management Services Inc.
11.2017 - 08.2020
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Trained new team members on scripts, company services, and collection strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
High School Diploma -
Northeast High School
Philadelphia, PA06.1991
Skills
- Complaint resolution
- Account updating
- Call Management
- De-Escalation Techniques
- Customer Service
Timeline
Customer Service Representative
The Telepoint Group
04.2023 - Current
Collector Agent
Medical Alert
09.2020 - 04.2023
Collector
NCB Management Services Inc.
11.2017 - 08.2020
High School Diploma -
Northeast High School
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