Conroy McMahon
Fort Lauderdale,FL
Summary
Utilize my professional experience, personal drive, and self-determination as a beneficial asset. Use a well-rounded set of leadership qualities to complete any task and exceed all expectations. Ultimately, using my exceptional work ethic to remain valuable to the company. Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
American Express
09.2022 - Current
- Maintained up-to-date knowledge of industry trends and regulatory changes to ensure compliance in account resolution practices.
- Managed a portfolio of high-value accounts, ensuring prompt collection of outstanding balances.
- Monitored aging accounts and reached out to customers to discuss payments.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
Team Lead
AT&T Inc.
02.2018 - 02.2023
- Increased operational efficiency by leading staff development and business planning
- Carrying out performance reviews with various team staff
- Discussing and resolving problems
- Ensuring the performance of the staff is of a high standard
- Guide the team's vision and ensure that everything goes according to plan
- Supervise the day-to-day operations of teams, making sure everyone is pulling their weight, and that motivation and performance levels are maintained.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Senior Customer Care Representative
First Data
01.2017 - 02.2018
- Build sustainable relationships and engage customers by taking the extra mile
- Manage Inbound and outbound call in a timely manner
- Seize the opportunities to upsell products when they arise
- Meet individual and team goals
- Identify customer's needs, clarify information, research every issue and provide appropriate solutions.
Dispute Coordinator Manager
SITEL
01.2016 - 01.2017
- Dispute charges that are incorrect as well as for services that isn't rendered and not as described
- Investigate and resolved customer inquiries and complaints in a timely and empathetic manner
- Address and clear some fraud related concerns on the account
- Responded to customer requests with friendly, knowledgeable service and support
- Directed training of new team members and mentor each to promote productivity, accuracy and friendly service
- Managed total department call volume 40
- Coordinated department schedules to maximize coverage during peak hours.
Professional Mover
We Move It
01.2013 - 01.2015
- Packed boxes according to correct service and quality standards
- Loaded and unloaded trucks with customer possessions or merchandise
- Maximized customer satisfaction by providing fast service and resolving issues in a timely manner.
President
Hibbing Community College Computer Club
01.2011 - 01.2012
- Supervise and manage the lab that work is being done
- Assign job duties to colleagues
- Set up hardware and install and configure software and drivers
- Maintain and repair technological equipment (e.g
- Computer)
- Manage security options and software in computers and networks to maintain privacy and protection from attacks
- Perform regular upgrades to ensure systems remain updated
- Troubleshoot system failures or bugs and provide solutions to restore functionality
- Offer timely technical support and teach users how to utilize computers correctly.
Education
Associate of Arts - Microcomputer Technology
Hibbing Community College
Hibbing, MNBachelor of Science - Cyber Security
ECPI University
Orlando, United States05.2025
Skills
- Customer-oriented
- MS Office Suite
- Natural leader
- Computer literate
- Team building expertise
- Active listening skills
- Payment plan negotiation
- Debt collection knowledge
Certification
- Fiber Optics Certification
- Cisco Certification
References
- CLAIRE PAAGON, Human Resource Manager, Singh, 954-842-8766
- JOSEPH FOSTER, Accountant, 754-366-9406
- ANTHONY JORDAN, Assistant Property Manager, 954-720-9500
Timeline
Account Resolution Specialist
American Express
09.2022 - Current
Team Lead
AT&T Inc.
02.2018 - 02.2023
Senior Customer Care Representative
First Data
01.2017 - 02.2018
Dispute Coordinator Manager
SITEL
01.2016 - 01.2017
Professional Mover
We Move It
01.2013 - 01.2015
President
Hibbing Community College Computer Club
01.2011 - 01.2012
Associate of Arts - Microcomputer Technology
Hibbing Community College
Bachelor of Science - Cyber Security
ECPI University
- Fiber Optics Certification
- Cisco Certification
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