Essence Watts
Columbus,OH
Summary
Experienced Collections Specialist, bringing 10-years of success in sales and service positions. Eager to take on a new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Collections Specialist
Bread Financial Services
Columbus, Ohio
11.2017 - Current
- Collections
- I collect on accounts that are 6 payments past due
- Set up for hardships, and other programs that the customers need as well, to bring them back current on their accounts.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Made 250 outbound calls daily with the goal of collecting owed debt.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Recorded all information regarding financial status of customers.
- Processed payments
- Used scripted conversation prompts to convey current account information and obtain payments.
- Counseled debtors on payment options and arranged installment agreements
Debit Card Disputes Specialist
JPMorgan Chase & Co
Columbus, OH
04.2017 - 11.2017
- Disputing charges on customer's accounts
- Giving customers info on their disputes.
- Re billing accounts
- Closing disputes
- Redirecting certain disputes to correct department
- 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.
- Responded to customer requests for products, services and company information.
- Analyzed, researched and resolved payment claims within required timeframes.
- Onboarded new temps by entering employee information into systems
Order Picker
Walmart Distribution Center
Grove City, OH
10.2015 - 02.2017
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
- Checked inventory and selected products from specific locations based upon availability.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
Customer Service Representative
Metro PCS At IQOR
New Albany, OH
06.2015 - 09.2015
- I worked for the Metro PCS department, I helped Certified Dealers,along with customers,from troubleshooting their phone when they have issues, to making sure that they love their services
- Provided customers their billing statements, adjusted and credited their accounts.
- 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.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
JCPenney
Reynoldsburg, OH
03.2015 - 06.2015
- I placed orders
- Tracked packages
- Adjusted orders
- Processed credits to customers orders, or refunded their account.
- Answered customers telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
Call Center Representative
Express Call Center
Groveport, OH
05.2014 - 02.2015
- Call center order placing representative
- Answered inbound calls
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Processed customer order, quote and return transactions and offered additional products and services.
Call Center Representative
Eddie Bauer
Groveport, OH
10.2014 - 02.2015
- I placed orders
- Fixed orders ,
- Documented the customer's account.
- Promoted as a floor walker
- A floor walker took supervisor calls,helped the customer when the representative couldn't help
- I also made adjustments, credits and coached the representative after the call of how to deescalate a situation.
- Had coaching's with each individual on my team on what they did very well on the call and what they could have done better.
- I also scored the call and gave it to the representatives supervisor.
Beauty Manager
Walgreens
Reynoldsburg, OH
08.2012 - 05.2014
- I managed the Beauty Department
- I made sure my team and I made quota,and cleaned the department
- Ordered in cosmetic items that were out of stock. Also rebuilt the cosmetic walls each year at 3 different locations.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Offered make-up tips and popular tutorials in alignment with latest trends.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Applied merchandising and housekeeping procedures, adhering to corporate and brand standards.
- Protected store assets and inventory via loss prevention procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Effectively supervised staff of 7 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed overstocking, restocking and inventory control procedures during 1st and 2nd shift.
Education
High School Diploma -
Ecot Online Learning
Columbus, OH06.2012
Skills
- Call Centers
- Customer Service
- Management
- Customer Satisfaction
- Order Processing
- Supply Ordering
- Exceeding Quotas
- Merchandising
- Persuasive Negotiation
- Financial Documentation
- Account Monitoring
- Problem Investigation
- Service Quality Standards
- Conflict Resolution
- Credit Accounts
- Updating Customer Accounts
- Negotiation and Resolution
- Analytical and Critical Thinking
- Managing Delinquent Accounts
- Customer Locating
- Debt Repayment Negotiation
- Attention to Detail
- Skip Tracing
- Payment Processing
- Credit and Collections
- Payment Scheduling
- Decision Making
- Training and Teaching
- Quality Standards Compliance
- Verbal and Written Communication
- Relationship Building
- Clear Communication
- Strategic planning
- Staff Management
- Policies and procedures
- Sales and marketing
- Negotiation
- Project Management
- Coaching and mentoring
- Creative merchandising
- Business planning
- Key Performance Indicators
Accomplishments
I received Diamond Club Certification for being the top collector to achieve high metric performances.
Certification
Diamond Club Certification
Timeline
Collections Specialist
Bread Financial Services
11.2017 - Current
Debit Card Disputes Specialist
JPMorgan Chase & Co
04.2017 - 11.2017
Order Picker
Walmart Distribution Center
10.2015 - 02.2017
Customer Service Representative
Metro PCS At IQOR
06.2015 - 09.2015
Customer Service Representative
JCPenney
03.2015 - 06.2015
Call Center Representative
Eddie Bauer
10.2014 - 02.2015
Call Center Representative
Express Call Center
05.2014 - 02.2015
Beauty Manager
Walgreens
08.2012 - 05.2014
High School Diploma -
Ecot Online Learning