Christina Goodman

• Listen to calls from the New Hires, recorded, to assess compliance with protocols and quality parameters.

• Grade the calls and provide feedback on the issues that require improvement

• Provide founded feedback through both criticism and praise in a respectful, clear, ad consistent manner.

• Notate any high-risk, medium-risk, and low- risk error

• Suggest what type or remediation and/or coaching is needed.

• Create, maintain, and track reports in relation to performance of the new hires and provide the reports to the Team Lead/Supervisor for resolution

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Serve as a resource for other team members or internal customers through either incoming phone system or Microsoft Teams
• Assist call center reps with any questions concerning different processes and policies of the plans that we provide
• Give steps on handling the calls
• Provide education/reference to agents when looking for assistance on their calls of where the answers can be found in the company’s Reference Library to find the info on their own and to work independently• Reviewed accounts in question with the inquiring representative to identify any processing, procedural, systematic, and billing errors; also reports any found errors to the appropriate department for further review and correction

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Responded to customer requests for products, services and company information.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Reviewed collection reports to determine status of collections and amounts of outstanding balances.
• Used skip tracing resources to locate debtors and updated information in company system.
• Counseled debtors on payment options and arranged installment agreements.
• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Negotiated to collect balance in full.
• Recorded all information regarding financial status of customers.
• Used probing techniques to determine debtors' reasons for delinquency.
• Resolved challenging situations with friendly but firm strategies.
• Maintained high volume of calls and met demands of busy and productive group.

• Processed account maintenance requests and checked for alignment with bank policy.
• Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
• Immediately reported discrepancies and assisted in clearing discrepancies.
• Wrote and distributed customer correspondence.
• Improved operations through consistent hard work and dedication.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Handled various accounting transactions.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.