Ellen Rae
Horseheads,NY
Summary
Customer-focused professional with successful 30-year career in Sales. customer service sector. Dynamic successful applying active listening and customer needs in busy business environment.
Reliable employee seeking Full time position. Offering excellent communication and good judgment.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
Work History
QAQC for Government Services
Navient-California Emergency Renters Assistance
08.2018 - Current
- Worked with the Horne company out of California to help pay rent for emergency situations where applicants were going to be homeless . I directly went over cases and made sure they had all acceptable documentation needed . And paid cases for rent and utilities needing to be paid .
Customer Service Representative
Navient - Indiana Unemployment
03.2020 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Debt Collector Agent
Navient / Philadelphia Courts
07.2018 - 12.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Debt Collector
Navient - IRS Contract
12.2018 - 03.2020
- Used scripted conversation prompts to convey current account information and obtain payments.
- 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.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Achieved performance goals on consistent basis.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Sales Representative
Sitel
08.2016 - 05.2018
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
Retention Associate
Sitel Directv
03.2016 - 05.2018
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Reviewed successes and failures to learn from previous mistakes.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Documented performance review schedule and monitored management for timely completion.
- Adhered to appropriate legal scripting when required.
- Acted as staff member advocate, encouraging and supporting Job Titles to identify and resolve conflicts.
Education
Horseheads High School
Horseheads, NY06.1988
Skills
- Active Listening
- Decision-Making
- Flexible and Adaptable
- Quick learner
- Mature decision maker
- Conducts myself in a professional manner at all times
- Many office skills /typing/ trackers/email /zoom / teams …
Timeline
Customer Service Representative
Navient - Indiana Unemployment
03.2020 - 05.2022
Debt Collector
Navient - IRS Contract
12.2018 - 03.2020
QAQC for Government Services
Navient-California Emergency Renters Assistance
08.2018 - Current
Debt Collector Agent
Navient / Philadelphia Courts
07.2018 - 12.2018
Sales Representative
Sitel
08.2016 - 05.2018
Retention Associate
Sitel Directv
03.2016 - 05.2018
Horseheads High School
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