Darlena White-Rogers
Middleburg,FL
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
23
23
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
Jacksonville, FL
10.1990 - 04.2013
- Reasoned with customers and attempted to negotiate full balance payments.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Upheld privacy and security requirements for customer information.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Entered customers' financial status information into system.
- Utilized skip tracing resources to complete background checks and loan documents.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Recorded information about customers' financial status and collections status efforts.
- Reviewed accounts to determine payment plan compliance.
Education
High School Diploma -
Middleburg High School
Middleburg, FL06.1988
Some College (No Degree) -
St Johns River Community College
Orange Park, FLSkills
- Call Center Operations
- Upbeat and Positive Personality
- Understanding Customer Needs
- Upselling Products and Services
Timeline
Contact Representative
Internal Revenue Service, IRS
10.1990 - 04.2013
High School Diploma -
Middleburg High School
Some College (No Degree) -
St Johns River Community College