Colleen Allen
Lebanon,TN
Summary
Proven achiever in customer service and collections, I enhanced loyalty and streamlined collections at HSN and the IRS, respectively. Skilled in conflict resolution and Microsoft Excel, I significantly improved customer satisfaction and efficiency. My approach combines active listening with strategic problem-solving, achieving goals while maintaining high standards of professionalism and compliance.
Overview
10
10
years of professional experience
Work History
At Home Customer Service Representative
HSN
07.2012 - 07.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Collections Representative
Internal Revenue Service, IRS
07.2003 - 04.2011
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Handled Number outbound and inbound calls daily with goal of collecting owed debt.
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
- Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Resolved challenging situations with friendly but firm strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Developed comprehensive knowledge of various industries, enabling tailored strategies for collecting from diverse clients across multiple sectors.
- Streamlined collection processes by collaborating with cross-functional teams to identify areas for improvement.
- Recorded all information regarding financial status of customers.
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Researched accounts and completed due diligence to resolve collection problems.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Worked with customer to create debt repayment plan based on current financial condition.
- Responded to customer inquiries and provided detailed account information.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained accurate records of customer accounts, payments and payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Analyzed customer financial records to determine appropriate payment plan.
Education
Some College - Vet Tech
Volunteer State Community College
Gallatin, TNSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Filing
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Coordination
- Sales expertise
- Assertiveness
- Order Fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account Management
- Reading Comprehension
- Spreadsheets
- Service Upselling
- Office equipment proficiency
- Conflict Mediation
- Proofreading
- Product Promotion
- Document Control
- Medical terminology knowledge
- Quality Assurance Controls
- Escalation management
- Sales closing
- Project management abilities
- Information Security
- Product Education
- Software CRM system proficiency
- Report Preparation
Timeline
At Home Customer Service Representative
HSN
07.2012 - 07.2013
Collections Representative
Internal Revenue Service, IRS
07.2003 - 04.2011
Some College - Vet Tech
Volunteer State Community College
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