Cherelle Manley
Lancaster
Summary
Customer service professional with over seven years of experience in resolving customer disputes and managing repayment agreements. Demonstrates strong active listening and negotiation skills, contributing to improved customer satisfaction and retention through precise documentation and tailored financial assessments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Debt Collection Specialist
The CMG Group
Rock Hill
09.2023 - Current
- Responsible for handling incoming and outgoing calls
- Manage accounts with repayment agreements
- Resolved disputes by negotiating repayment plans with clients directly.
- Documented interactions and maintained accurate records of all communications.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
Account Expert
T-MOBILE
Albuquerque
12.2020 - 08.2023
- Resolve customer needs on the first call for less effort on customer
- Assisted customers with billing inquiries and service adjustments.
- Support level one technical support issues before escalating to tech expert
- Educated customers on new products and promotional offers.
- Documented customer interactions to maintain accurate records.
- Reviewed invoices for accuracy prior to submitting them for payment processing.
- Provided technical support and advice to customers on financial accounts.
Collector/trainer
AFSR
Lancaster
10.2015 - 02.2020
- Managed customer accounts by establishing repayment agreements to assist clients in financial distress.
- Resolved disputes by negotiating repayment plans with clients directly.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
- Managed incoming and outgoing calls to address client inquiries and concerns.
- Recorded and organized interactions to ensure accurate communication history and facilitate follow-ups.
- Guided junior trainers in effective teaching methods and engagement strategies to enhance their instructional skills.
- Collaborated with management to align training initiatives with business goals.
Education
High school diploma - Upper secondary education
WEST MESA HIGH SCHOOL
Albuquerque, NM05-2004
Skills
- Collections management
- Sales negotiation
- Negotiation
- Cold Calling
- Telemarketing
- Sales
- Sales follow-up
- Closing sales
- Lead qualification
- Retail sales
- Account Management
- Customer support
- Call center experience
- Live chat
- Phone support
- Phone etiquette
- Empathy
- Active Listening
- Upselling
- Communication
- Writing skills
- Report writing
- Organizational skills
- Time management
- Scheduling appointments
- Basic math
- Problem solving
- Technical Support
- Equipment troubleshooting
- Computer operations
- Computer skills
- Microsoft Office
- Microsoft Outlook
- Microsoft Excel
- Microsoft Windows
- Skype
- Computer Networking
- VoIP
- Wireless sales
- Team lead experience
- Stress management
- Sales calls
- Troubleshooting
- Collections management
- Scheduling appointments
- Phone etiquette
- Operating Systems
Certification
Driver's License
Timeline
Debt Collection Specialist
The CMG Group
09.2023 - Current
Account Expert
T-MOBILE
12.2020 - 08.2023
Collector/trainer
AFSR
10.2015 - 02.2020
High school diploma - Upper secondary education
WEST MESA HIGH SCHOOL