Essence Evans
Carolina Pines,NC
Summary
Skilled Customer Service and Collections Professional with over 5 years in high-volume call center environments. Exceeds operational goals while managing complex accounts and ensuring regulatory compliance. Leverages strong multitasking and analytical abilities to enhance performance and uphold legal standards.
Overview
7
7
years of professional experience
Work History
Debt Collection Specialist
Regional Acceptance
Greenville, North Carolina
02.2022 - 05.2026
- Executed 200+ outbound communications daily, achieving performance metrics and maintaining professional standards under tight deadlines.
- Analyzed account data to identify payment barriers, providing strategic solutions that enhanced recovery while preserving customer relationships.
- Managed high-volume delinquent accounts systematically, ensuring compliance with organizational policy and legal frameworks to minimize risk.
Inbound Customer Operations Representative
Victra – Verizon’s Authorized Retailer
Winterville, North Carolina
12.2020 - 02.2022
- Acted as primary point of contact, facilitating a seamless onboarding experience and fostering brand loyalty.
- Managed operational communications to schedule client consultations across multiple retail locations, enhancing store traffic flow.
- Maintained database accuracy and utilized advanced Excel functions to track appointment metrics and identify customer engagement trends.
Inbound Call Center Sales Representative
Focus Services Inc.
Greenville, North Carolina
04.2019 - 11.2020
- Drove revenue growth by evaluating customer portfolios to identify and implement cross-sell and up-sell opportunities aligned with client needs.
- Resolved complex customer inquiries with advanced problem-solving skills, contributing to consistently high customer satisfaction (CSAT) ratings.
- Documented customer interactions within CRM systems to maintain continuity of service and enhance account management.
Education
Associate of Applied Science - Paralegal Technology
Pitt Community College
Winterville, NC03-2028
High School Diploma -
North Pitt High School
Bethel01-2020
Skills
- Debt recovery strategies
- Compliance procedures
- Account management
- Customer Relationship Management
- CRM proficiency
- Leadership optimization
Timeline
Debt Collection Specialist
Regional Acceptance
02.2022 - 05.2026
Inbound Customer Operations Representative
Victra – Verizon’s Authorized Retailer
12.2020 - 02.2022
Inbound Call Center Sales Representative
Focus Services Inc.
04.2019 - 11.2020
Associate of Applied Science - Paralegal Technology
Pitt Community College
High School Diploma -
North Pitt High School