Jennifer Roukas
Taunton,MA
Summary
Driven and energetic professional with a solution-focused mindset, seamlessly integrating and embracing new challenges. Highly adaptable to feedback and possess excellent interpersonal skills. Over ten years of experience as a customer service specialist, detail-oriented with strong communication and client relationship skills. Self-starter, able to work independently or as a valuable team player. Excels in delivering positive team relations, distributing collateral information, and supporting administrative efforts. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills, poised to contribute to team success and achieve positive results. Always ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Demonstrating strong analytical, communication, and teamwork skills, proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills, bringing a positive attitude and a commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Welcome Center Representative (part-time)
YMCA
01.2024 - Current
- Directed individuals to desired locations and offered relevant details such as operations hours and current and improved amenity options.
- Updated daily records with visitor numbers, messages, and other trackable details.
- Provided incoming visitors and guests with friendly and knowledgeable service.
- Restocked employee and guest supplies.
Recovery Department Specialist
Forward Financing
08.2022 - 11.2024
- Maintain customer Service through phone calls, emails, and SMS
- Effective in Salesforce software
- Understands the legalities and files UCC liens and credit bureau reporting among business accounts
- Review accounts for arbitration
- Managing accounts for customers who have received funding for their small business
- Contributes to department goals and objectives
- Actively assists in various departments when needed
- Attended regular training sessions to keep updated on trends, competitive markets and ways to improve brand recognition.
- Typed and distributed correspondence to internal and external partners to maintain good communications flow.
- Maintained departmental personnel records and recorded adjustments and additions to keep updated files.
- Performed data entry for targeted reports to facilitate dissemination of knowledge about departmental operations.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Volunteered to help with special projects of varying degrees of complexity.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
Senior Collection’s Specialist
EOS-CCA
01.2014 - 01.2022
- Maintain professionalism when on the phone with customers
- Ensure compliance with regulations in order to handle accounts properly
- Serving clients' and/or companies' needs and expectations in providing great customer service
- Works consumer matters in a timely fashion
- Proficient in technology and understanding of accounts
- Effectively carry out directives given by upper management
- Handles consumer's personal and private information appropriately
- Works and succeeds in the company’s student loan contracts
- Handles high-balance accounts proficiently
- Very successful in fulfilling monthly company goals
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
Client Operation’s
Ricoh
01.2012 - 01.2014
- Contribute to daily work and new jobs in fulfillment stations
- Open and process mail
- Create work orders for client’s mail
- Responsible for the sorting and processing of daily funding reports for clients
- Always perform a quality check for all jobs
- Process billing for daily mail and courier drivers
- Working with Excel and creating spreadsheets
- Serving the clients' needs in all aspects of their jobs
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
Sr. Sales Associate
Dots
01.2008 - 01.2013
- Contribute and create environment and morale within the store
- Assist in the execution of various management responsibilities
- Responsible for the achievement of selling and service standards and assisting in merchandising and operational activities
- Contribute to creating a fun, energetic environment for customers
- Responsible for opening the store and making and dropping off bank deposits
- Opening and processing of shipments
- Reward or redirect associates on their service and selling
- Lead by example in all aspects of selling and servicing customers
- Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques.
- Trained, coached, and mentored new sales associates for maximum performance.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
Education
Currently Enrolled - Sociology
Bridgewater State University
Bridgewater, MA12-2025
Associate of Arts - Social Science Transfer
Massasoit Community College
Brockton, MA01.2023
High School - undefined
Brockton High School
01.2009
Skills
- Customer service
- Team leadership
- Adaptability
- Interpersonal skills
- Communication skills
- Client relationship skills
- Self-starter
- Independent work
- Team player
- Microsoft Office Programs
- Multi-tasking
- Records coordination
- Strong interpersonal skills
- Meticulous and organized
- Dependability
- Language proficiency
- Business operations
- Adaptability and flexibility
- Stress management
- Multitasking
Timeline
Welcome Center Representative (part-time)
YMCA
01.2024 - Current
Recovery Department Specialist
Forward Financing
08.2022 - 11.2024
Senior Collection’s Specialist
EOS-CCA
01.2014 - 01.2022
Client Operation’s
Ricoh
01.2012 - 01.2014
Sr. Sales Associate
Dots
01.2008 - 01.2013
High School - undefined
Brockton High School
Currently Enrolled - Sociology
Bridgewater State University
Associate of Arts - Social Science Transfer
Massasoit Community College