Eric House
Indianapolis,IN
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Skilled Collection Specialist with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
18
18
years of professional experience
Work History
Collection Specialist
Sallie Mae
10.2023 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Documented customer payment interactions and account statuses for future reference.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Identified and contacted customers with overdue accounts to address payment status.
- Collected on delinquent accounts to reduce overdue balances.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Warehouse Loader/Picker
Pepsi Co
09.2022 - 10.2023
- Loaded bulk and route delivery trucks with warehouse goods.
- Kept warehouse clean with daily cleaning, organizing and sanitizing of high-touch surfaces.
- Pulled order materials according to pick tickets and delivery schedules.
- Disposed of damaged or out-of-code products under approval of operations team.
- Counted inventory by sections or for complete audits.
- Positioned lifting devices under, over or around loaded pallets or boxes to secure material or products for transport to designated areas.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
- Packed and palletized items for shipment on outbound trailers.
Department Manager
Walmart
10.2006 - 09.2022
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Developed and implemented useful inventory management strategies to maximize sales and reduce costs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Increased revenue by cross-selling and upselling products and services.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
Education
High School Diploma -
Southport High School
Indianapolis, INSkills
- Critical Thinking
- Goal-Driven
- Leadership
- Adaptable and Flexible
- Strong Communication and Interpersonal Skills
- Issue and Complaint Resolution
- Strong Analytical and Problem-Solving Skills
- Customer Relations
- Managing Multiple Tasks
- Microsoft Windows
- Time Management
- Active Listening
- Account Management
- Data entry proficiency
- Issue investigation
Timeline
Collection Specialist
Sallie Mae
10.2023 - Current
Warehouse Loader/Picker
Pepsi Co
09.2022 - 10.2023
Department Manager
Walmart
10.2006 - 09.2022
High School Diploma -
Southport High School
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