Colton Wilson

Remote Position

• Provides customers with up to date info on their account status
• Handled over 80 customer calls per day
• Collect and process past due balances as well as initial start up payments
• Probe customers for root of their technical issues and walk them through multiple troubleshooting steps to find a solution
• Deescalates multiple supervisor requests by being empathetic to their situation and assuring them the goal is to fix problem and apply any applicable credits

Remote Position

• Fields outbound calls placed via a dialer toward prospects inquiring on mortgage rates
• Verify info for prospect is correct so we know their exact situation
• Connect prospects with licensed loan officers in the states the prospect is considering purchasing a home and applying for a mortgage in
• Attended weekly huddles to assist in creating rebuttals and overcoming objections from prospects prior to closing sales

• Fielded inbound phone calls to address issues concerning customers' Internet account
• Provided insight and knowledge on how our internet service was a value to the customer and ensuredretention of customers
• Fielded inbound phone calls to address concerns on customers' home phone and cable TV service lines
• Established credits and proper incentives to retain customers and create a hassle free environmentfor them to receive communication services
• Attended weekly meetings to keep myself updated on company Standard Operation Proceduresconcerning new business rules as they are implemented

Remote Position

• Jumped into a training role and a company wide Microsoft Teams chat to field and answer questions from agents who were unsure about the company process and SOP
• Formulated training programs to walk agents through the selling process as well as teach them the specifics of the company that were more nuanced than the traditional training had covered
• Listened to and reviewed agents calls, as well as bringing agents into one-on-ones to assist more personally to the agents specifics needs
• Sales

Remote Position

• Became a lifeline for less experienced sales agents who were having a difficult time selling to customers
• Took over phone calls to ensure the customer got the best solution for their security needs
• Allowed my calls to be recorded and used in a training environment so the newer agents could get a better understanding of how to speak to the customer and learn the ins and outs of the security business in a real-setting
• Assisted customers whose needs required a finer touch in figuring out the best way we could work together on the system their residence/business would need
• Overcoming the original objection that brought me to the line after the first agent was unable to close the sale down
• Averaged a 60% sale/call conversion rate once I had taken over the calls for the Sales Agents

Remote Position

• Fielded inbound calls from customers inquiring on security systems for their residence/business
• Advised customers on product and service information to find a solution specifically fit to their personalsecurity needs
• Averaged a 44% sale/call conversion rate from start to finish
• Overcame objections and formulated rebuttals to combat customers who were on the fence until Icould bring some light to the situation they had come to me with

• Provided customer service to past due borrowers and explained to them their best options for gettingtheir accounts out of collections
• Assisted with the removal of fraud accounts and performed actions that allowed accounts to be treatedcorrectly
• Placed outbound calls on past due accounts and performed skip trace actions to obtain locationinformation on overdue balance holders

• Receives and places calls for borrowers/clients in order to assist with any concerns they may have
• Provides exemplary customer service to all clients and make sure any problem is resolved before thecustomer gets off the phone
• Actively assists coworkers with any compliance issues I may overhear on the phone to make sure weas a company provide the best quality of service
• Created new conversation techniques for probing third parties for location information when unableto reach borrower directly
• Created new rebuttals for when borrowers/clients are reluctant to allowing us to assist them
• Efficiently place calls to get the most out of my day
• Believer in quality over quantity

• Receives and places calls for borrowers/clients in order to assist with any concerns they may have
• Provides exemplary customer service to all clients and make sure any problem is resolved before thecustomer gets off the phone
• Actively assists coworkers with any compliance issues I may overhear on the phone to make sure weas a company provide the best quality of service
• Have surpassed my collection goal each month for the entirety of 2018
• Top Collector for the collection floor multiple times during my employment
• Created new conversation techniques for probing third parties for location information when unableto reach borrower directly
• Also created new rebuttals for when borrowers/clients are reluctant to allowing us to assist them
• Efficiently place calls to get the most out of my day
• Believer in quality over quantity