Jabir Pough
Jacksonville,FL
Summary
Proven Collection Agent and Retention Specialist from Brightstar Financial Group and MCI Careers, respectively, adept in debt recovery and retention marketing. Excelled in reducing bad debt losses and enhancing customer satisfaction through assertive communication and financial knowledge. Skilled in Microsoft Office, achieving significant improvements in loyalty and account resolution.
Overview
9
9
years of professional experience
Work History
Collection Agent
Brightstar Financial Group
04.2020 - 12.2024
- Built constructive customer relationships to improve loyalty and recommendations.
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Understand current debt situations, contact debtors and communicate urgency for payment
- Help customers maintain payments
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Retention Specialist
MCI Careers
10.2015 - 03.2020
- Demonstrated outstanding skills in handling difficult customer complaints, successfully diffusing situations to reach mutually advantageous solutions.
- Enhanced customer satisfaction by actively communicating and promptly resolving issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Effective communication. During my tenure in this position, I have honed my communication skills by regularly interacting with customers and addressing their concerns. This has helped me to understand the specific needs and preferences of each customer, allowing me to tailor my approach accordingly. My ability to articulate solutions and provide exceptional customer service has enabled me to build strong relationships and gain the trust of customers.
Education
High School Diploma -
Terry Parker High School
Jacksonville, FL08.2009
Skills
- Goal-Oriented
- Debt recovery
- Assertiveness
- Financial knowledge
- Call center experience
- Proficiency in Microsoft
- Retention Marketing
- Microsoft Office
Timeline
Collection Agent
Brightstar Financial Group
04.2020 - 12.2024
Retention Specialist
MCI Careers
10.2015 - 03.2020
High School Diploma -
Terry Parker High School
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