Summary
Overview
Work History
Education
Skills
Timeline
FRANCESCA FARR

FRANCESCA FARR

Greenville,SC

Summary

Experienced Customer Service/Collections Specialist with 11+ years of expertise in client support and collections roles. Skilled in assisting customers with billing issues and handling collections calls, even in high-pressure situations. Known for resolving customer inquiries effectively, improving satisfaction rates, and leveraging strong communication skills and industry knowledge to contribute to team success and enhance customer relations.

Overview

36
36
years of professional experience

Work History

Help Desk Technician

NewBold Corporation
11.2024 - Current
  • Assisted clients in troubleshooting software and hardware issues
  • Managed ticketing system by documenting, prioritizing, and resolving customer equipment issues
  • Escalated complex tickets to appropriate technical teams when necessary

Loan Specialist 1/Collections

NewRez
10.2019 - 01.2024
  • Guided mortgage holders in managing payments and resolving billing, tax, and insurance inquiries
  • Detailed the concept of escrow, ensuring customer understanding
  • Instructed customers on efficient use of the web portal to manage their accounts
  • Conducted inbound and outbound collections calls to facilitate payment resolutions

Banking Specialist

TD Bank
12.2016 - 07.2019
  • Delivered exceptional service to banking members regarding all banking needs
  • Supported clients in the process of opening and closing bank accounts
  • Collaborated with technical support and fraud departments to ensure secure transactions

Technical Support

Concentrix/Quickbooks
11.2015 - 12.2016
  • Guided small business owners through QuickBooks account navigation for optimal use
  • Addressed queries related to service setups, disconnections, and processes for refunds

Sales Support-Data Entry

AppleOne/Faiveley
08.2015 - 09.2015
  • Assisted inside sales agents by conducting research on parts, pricing, and shipping
  • Accurately entered sales data received through various channels

Dispatch Associate

Modis/Tolt Solutions
09.2014 - 03.2015
  • Coordinated the dispatch of technicians for repairs and new installations of equipment
  • Managed ticketing systems related to dispatch operations and updated technician schedules

Customer Service Associate

Modis/Windstream Communications
01.2014 - 09.2014
  • Facilitated service orders and billing inquiries for business customers
  • Collaborated with internal agents to streamline customer order support

Retention Specialist

Charter Communications
02.2009 - 02.2013
  • Supported customers in resolving phone, cable, and internet service requests
  • Created trouble tickets and scheduled timely repair calls for customer issues

Customer Service Specialist

Resurgent Capitol Service
09.2007 - 06.2008
  • Assisted customers in understanding delinquent charges reflected on credit reports
  • Educated customers on the dispute process for inaccurate charges

Customer Service Coordinator

Hubbell Lighting
07.2006 - 03.2007
  • Supported agents with inquiries related to customer orders
  • Accurately priced, entered, and tracked orders to ensure customer satisfaction

Quality Assurance Specialist

MCI
01.1989 - 06.2006
  • Monitored call quality and provided actionable feedback to representatives
  • Trained new representatives on quality assurance standards and practices

Customer Service Representative

MCI
01.1989 - 12.1999
  • Provided comprehensive service overviews and facilitated setup of new products for customers
  • Participated in training sessions for new hires, sharing best practices

Education

Associates Degree - Science

Spoon River College, Canton
06.1986

Skills

  • Customer Service
  • Technical Support
  • Data Entry
  • Quality Assurance
  • Software Assistance
  • SAP
  • Team Player
  • Multi-tasking

Timeline

Help Desk Technician - NewBold Corporation
11.2024 - Current
Loan Specialist 1/Collections - NewRez
10.2019 - 01.2024
Banking Specialist - TD Bank
12.2016 - 07.2019
Technical Support - Concentrix/Quickbooks
11.2015 - 12.2016
Sales Support-Data Entry - AppleOne/Faiveley
08.2015 - 09.2015
Dispatch Associate - Modis/Tolt Solutions
09.2014 - 03.2015
Customer Service Associate - Modis/Windstream Communications
01.2014 - 09.2014
Retention Specialist - Charter Communications
02.2009 - 02.2013
Customer Service Specialist - Resurgent Capitol Service
09.2007 - 06.2008
Customer Service Coordinator - Hubbell Lighting
07.2006 - 03.2007
Quality Assurance Specialist - MCI
01.1989 - 06.2006
Customer Service Representative - MCI
01.1989 - 12.1999
Spoon River College - Associates Degree, Science

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FRANCESCA FARR