Summary
Overview
Work History
Education
Skills
Websites
Timeline
Hi, I’m

Emmett Sims

Orlando,FL
Emmett Sims

Summary

A determined team player that excels in creating a memorable customer service experience while providing the customer with various options to meet their financial obligations. Experienced in both corporate, and call center environments. Able to perform all duties with minimal supervision.

Overview

17
years of professional experience

Work History

Apex Systems

Customer Support Specialist
10.2022 - Current

Job overview

  • Assist owners with redeeming a code for Triple A free year.


  • Transferred members to appropriate departments.


  • Diagnosed and troubleshoot Issues of why code not being successfully redeemed.


  • Answered customer telephone calls promptly to avoid on-hold wait times.


  • Updated account information to maintain customer records.


  • Tracked customer service cases and updated all compensation provided.


  • Delivered exceptional customer service to every customer by providing extensive knowledge of all AAA products and services.

Credit Acceptance

Collector
02.2021 - 03.2022

Job overview

  • Negotiated re-payment plans and payments in full by identifying the reason for delinquency, customers pay schedule(weekly, bi-weekly, monthly, semi-monthly) and total amount paid. This assisted in the recovery of debt in realistic timeframes.
  • Worked in call center environment handling automatic dialed outbound calls.
  • Used skip tracing and other techniques to locate debtors.
  • Reached out to approximately 200 account holders daily.
  • Verified location of vehicle.
  • Notified member of repossession status on file.
  • Notified third party recovery agency for pick up of vehicle on a voluntary surrender.

Westgate Resorts

Maintenance & Tax Collector
09.2019 - 01.2021

Job overview

  • Arranged a payment in full or a debt repayment schedule based on the customer's financial circumstance, reason of delinquency. All calls are handled in compliance with fair debt collection practices.
  • Skip traced member and notified them of a delinquent balance by mail, phone, or email.
  • Skilled at working independently and collaboratively in a team environment to meet team collection goals.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Generated and distributed customer billing statements.
  • Handled 200+ outbound and inbound calls daily.

Holiday Inn Resorts

Customer Service Specialist/Collector
08.2006 - 04.2019

Job overview

  • Provided customer service, escalation support in a timely manner through various means such as email, face to face interaction, and by phone.
  • Educated members on timeshare benefits, contractual agreements, and how to book reservations online.
  • Listened, analyzed, de-escalated complaints from customers and provided adequate resolution.
  • Took over escalated calls on behalf of Call center floor representatives.
  • Cross-sold various products such as trip insurance and point protection.
  • Responsible for collecting mortgage balances current on accounts 30-120+ days delinquent.
  • Collected all membership fees, HOA dues before check-in
  • Provide compensation to guests on behalf of management for escalated situations.

Education

Laguna Hills High School

High School Diploma
06.1997

Skills

  • Customer Response
  • Product Support
  • Salesforce
  • Product Knowledge
  • Account Updating
  • Problem-Solving Abilities
  • Customer Service
  • Conflict Resolution
  • Outbound Calling
  • Payment Posting
  • Call Center Experience
  • Collections

Timeline

Customer Support Specialist

Apex Systems
10.2022 - Current

Collector

Credit Acceptance
02.2021 - 03.2022

Maintenance & Tax Collector

Westgate Resorts
09.2019 - 01.2021

Customer Service Specialist/Collector

Holiday Inn Resorts
08.2006 - 04.2019

Laguna Hills High School

High School Diploma

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Emmett Sims