DELINDA WITHERSPOON
Chicago Heights,IL
Summary
Goal-oriented professional with extensive experience in debt recovery and dispute resolution, skilled in negotiating repayment arrangements and ensuring compliance with consumer protection laws. Proven ability to communicate effectively and advise on process improvements. Eager to leverage skills as a Collections Agent to support organizational goals and enhance team performance.
Overview
23
23
years of professional experience
Work History
DEBT COLLECTION SPECIALIST
Merchant credit guide company
chicago, illinois
01.2019 - Current
- Communicated effectively with customers via telephone, mail and email regarding payment arrangements or other inquiries.
- Advised management on potential areas of improvement within the collections process.
- Provided timely feedback on credit reports when necessary for dispute resolution purposes.
- Ensured that all collection activities adhered to relevant consumer protection laws.
- Negotiated repayment arrangements with customers in order to resolve delinquent accounts.
CALL CENTER TEAM LEAD
CITIZENS BANK
Chicago, IL
04.2009 - 07.2018
- Analyzed customer data trends and identified areas for improvement in service delivery processes.
- Managed daily workflow, delegating tasks efficiently among team members.
- Mentored new team members on company policies and procedures related to call center operations.
- Ensured that all calls are handled according to established guidelines while maintaining a high degree of professionalism at all times.
- Assessed performance of team members through regular one-on-one meetings and feedback sessions.
- Created reports detailing call center performance including average handle time and first contact resolution.
CALL CENTER REPRESENTATIVE
CAPITAL ONE
CHICAGO, ILLINOIS
03.2003 - 05.2008
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Met performance goals and call center metrics in fast-paced performance setting.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Built trust with customers through personalized conversations.
Patient Assistant
DHS rehabilitation
CHICAGO, IL
04.2003 - 04.2008
- Assisted patients with daily living activities and personal care needs.
- Coordinated communication between healthcare providers and patients.
- Monitored patient progress and reported changes to nursing staff.
Education
HIGH SCHOOL DIPLOMA -
JOHN MARSHALL HIGH
CHICAGOSkills
- Debt recovery
- Documentation
- Skip tracing
- Dispute resolution
- Assertiveness
- Goal oriented
Timeline
DEBT COLLECTION SPECIALIST
Merchant credit guide company
01.2019 - Current
CALL CENTER TEAM LEAD
CITIZENS BANK
04.2009 - 07.2018
Patient Assistant
DHS rehabilitation
04.2003 - 04.2008
CALL CENTER REPRESENTATIVE
CAPITAL ONE
03.2003 - 05.2008
HIGH SCHOOL DIPLOMA -
JOHN MARSHALL HIGH