Dorothia Badger
Summary
Friendly and efficient Customer Service devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding Polices standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Late Stage Collector
DriveTime Automotive Group
12.2024 - 06.2025
- Assisting customers with outstanding auto loan payments and ensuring the timely repayment of debts.
- This role may include providing reinstatement options, assisting with redemption of vehicles, and working within debt collection policies and procedures.
- Outbound follow up calls to customers in regard to their account.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Soft Collections
RTR Financial Services
01.2024 - 06.2025
- Company Overview: RTR Financial Services offers various roles within its financial services industry, primarily focused on healthcare accounts receivable management.
- This includes roles like insurance follow-up representatives, customer service representatives, and billing coders.
- Their services range from appeals and follow-up on denied claims to collection and recovery solutions for various healthcare providers.
- RTR Financial Services offers various roles within its financial services industry, primarily focused on healthcare accounts receivable management.
Collections Representative
Ally Financial
08.2022 - 01.2025
- Making and receiving outbound calls on delinquent accounts.
- Making suitable arrangements with customers that are currently past due.
- Identifying accounts that require management review.
- Maintaining required standards set by the department.
Customer Care Representative 1
TheKey
07.2023 - 11.2024
- Passion: Let caring for others inspire us every day.
- Compassion: Show kindness and respect to all clients, caregivers, and co-workers.
- Innovation: Find innovative solutions to improve our service-and our company.
- Above & Beyond: Go the extra distance and always do the right thing.
Customer Service Representative
Golden Customer Care
11.2023 - 09.2024
- Utilize data mining, statistical analysis, and machine learning techniques to analyze large datasets from multiple sources.
- Extract relevant information and identify trends, patterns, and correlations that can provide valuable insights.
- Ensure data accuracy, integrity, and consistency across various databases and data sources.
- Cleanse and preprocess data as needed to support accurate analysis.
- Develop and implement predictive models to forecast future trends, customer behavior, or business outcomes.
- Use machine learning algorithms and statistical techniques to build reliable predictive models.
- Upsell and explain different products that we offer! Go over payments, Take orders, de-escalate calls.
Healthcare Representative
Alorica
01.2022 - 12.2023
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns.
- Maintains and updates customer information as necessary.
- Calmly attempts to resolve and de-escalate any issues.
- Escalates calls to supervisor when necessary and appropriate.
- Responds to requests for assistance and/or possible processing of credit card authorizations.
- Tracks call-related information for auditing and reporting purposes.
- Provides feedback reports on call issues related to downtime and/or training issues.
- Upsells to customers as necessary.
Digital Support Specialist (chat)
Brink's Home Security
11.2021 - 01.2022
- Digital Support Specialists are responsible for providing quality customer service while responding to live SMS and chat messages, and emails, from new and existing customers.
- These agents are responsible for building a customer connection, a strong rapport and resolves customer issues by providing an effective solution to the customer situation.
- As a Digital Support Specialist I, you will be upselling services and equipment, answering and resolving customers' requests, and ensuring they are resolved in a timely manner.
Technical Support Representative
ADT Security Services
05.2021 - 01.2022
- You multitask across systems and applications, analyze and resolve technical issues, and comfortably navigate customer problems over the phone.
- Take payments over the phone.
- Up sale.
Unemployment Claims Specialist
Navient
07.2020 - 12.2020
- Processed high volumes of bodily injury claims efficiently while working in fast-paced environment.
- Verified details with policyholders and requested additional information.
- Provided quality customer service to all assigned, insured and claimants throughout claims process to deliver timely service to customers.
Fraud Department
Bank of America
12.2019 - 04.2020
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Identified fraud patterns and anomalies through analysis of large quantities of data.
- Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
Fraud Analyst
Coop
08.2018 - 09.2019
- Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
Customer Service Representative/Title and Loan Department
GM financial
05.2017 - 04.2018
- Help customers with processing payments going over account history.
- Researching information and or looking up information that is needed for customer for business and or customer, mail out or place request for title check status on title.
- Also worked in the leasing department as well.
Technical Support Representative
Smart Smart
09.2016 - 12.2017
- Supported customers with online billing, access and account issues.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
High school diploma -
Eastern Hills High School
Fort Worth, TXSkills
- Live Chat
- Sales
- Upselling
- Communication skills
- Retail sales
- IOS
- Microsoft Excel
- Microsoft Office
- Contracts
- Typing
- Help Desk
- Customer service
- Phone etiquette
- Software troubleshooting
- Organizational skills
- Microsoft Word
- Windows
- Data entry
- Leadership
- Technical support
- Network support
- Troubleshooting
- Desktop support
- Analysis skills
- Customer support
- Administrative experience
- Computer skills
- CRM software
- Cash handling
- Call center experience
- Customer research
Accomplishments
- Developed new collections methods, increasing revenue generation 75%.
- Successfully resolved 90% of collections-related issues.
- Consistently earned high-quality scores during post interaction customer surveys.
Certification
Driver's License
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
English
Timeline
Late Stage Collector
DriveTime Automotive Group
12.2024 - 06.2025
Soft Collections
RTR Financial Services
01.2024 - 06.2025
Customer Service Representative
Golden Customer Care
11.2023 - 09.2024
Customer Care Representative 1
TheKey
07.2023 - 11.2024
Collections Representative
Ally Financial
08.2022 - 01.2025
Healthcare Representative
Alorica
01.2022 - 12.2023
Digital Support Specialist (chat)
Brink's Home Security
11.2021 - 01.2022
Technical Support Representative
ADT Security Services
05.2021 - 01.2022
Unemployment Claims Specialist
Navient
07.2020 - 12.2020
Fraud Department
Bank of America
12.2019 - 04.2020
Fraud Analyst
Coop
08.2018 - 09.2019
Customer Service Representative/Title and Loan Department
GM financial
05.2017 - 04.2018
Technical Support Representative
Smart Smart
09.2016 - 12.2017
High school diploma -
Eastern Hills High School
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