Heather Oson
Jacksonville,FL
Summary
Driven and goal-oriented professional with a proven track record in debt recovery and exceptional customer service, as demonstrated at Contract Callers, Inc. Skilled in using LiveVox and Latitude, and adept at relationship building. Successfully managed high call volumes and mentored teams at Dial America, significantly improving morale and performance.
Overview
9
9
years of professional experience
Work History
Debt Collector
Contract Callers, Inc
12.2023 - Current
- Collected on delinquent accounts to reduce overdue balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with all federal and state debt collection laws, ensuring ethical collection practices.
Team Leader
Dial America
07.2019 - 06.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mentor and Educator to many new and tenured agents on multiple programs
- Member of Employee Relation & Environmental Committee (9/2019)
- Supervisor for US Bank Project from 3/19-3/20, specializing in deescalation
- Promoted to Team Lead 2/22
Customer Service Cashier
Big Lots
02.2016 - 11.2019
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
High School Diploma -
Flint Central HS
Flint, MI06.1991
Skills
- Debt Recovery Strategies
- Patience and Persistence
- Goal-oriented mindset
- Following conversation scripts
- Proficiency in LiveVox and Latitude
- Relationship Building
- Customer Service
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Debt Collector
Contract Callers, Inc
12.2023 - Current
Team Leader
Dial America
07.2019 - 06.2023
Customer Service Cashier
Big Lots
02.2016 - 11.2019
High School Diploma -
Flint Central HS
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