Jeremiah Horn
Las Vegas,NV
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Experienced with managing overdue accounts and resolving payment disputes efficiently. Utilizes negotiation techniques and persuasive communication to secure payments. Track record of maintaining accurate records and collaborating with teams to meet collection targets.
Overview
11
11
years of professional experience
Work History
Collections Specialist
Check City
06.2025 - Current
- Achieved timely payments by effectively managing inbound and outbound collection calls for delinquent accounts.
- Negotiated successful payment arrangements while maintaining compliance with company policies and regulations.
- Identified and implemented appropriate collection strategies through detailed analysis of account histories.
- Maintained accurate documentation of all customer interactions to support compliance and audit readiness.
- Contributed to team success by supporting recovery rate goals, call quality standards, and customer satisfaction metrics.
Centralized Support Specialist
One Medical
09.2023 - 01.2025
- Facilitated efficient communication by handling a significant number of phone calls, providing tailored support to enhance customer experience.
- Coordinated and scheduled appointments for customers, ensuring efficient time management, and seamless service delivery.
- Composed and submitted referrals to internal departments and external agencies to address customer needs, and ensured timely resolution.
- Provided support and clarification on prescribed medications and treatments, addressing patient questions and concerns.
- De-escalated challenging customer situations through empathetic communication and conflict resolution techniques, ensuring a positive experience.
Online Experience Team Advisor
DriveTime Auto
10.2022 - 08.2023
- I worked in the Drivetime Online Experience Team, handling customer service calls, inbound and outbound, and data processing.
- Documented all information and customer inquiries via internal updates to customer records, and set up and confirmed appointments.
- Successfully diffused high-tension situations, turning dissatisfied customers into repeat clients by offering timely solutions and clear communication.
Senior Process Voice Executive
Cognizant TCO
06.2021 - 09.2022
- Collaborated on Waymo live support system to enhance operational efficiency within Cognizant-led initiative.
- Facilitated communication with customers by processing orders and delivering effective product assistance.
- Oversaw customer service initiatives to foster a culture of excellence in service delivery. Regularly achieved performance metrics through strategic planning and execution.
- Regularly delivered on critical performance metrics to enhance overall productivity.
Customer Service
TTEC
12.2018 - 04.2021
- Coordinated strategic initiatives for United Healthcare, Mercedes-Benz, Embrace, and FCC Digital TV services, driving innovation and service delivery.
- Managed customer interactions by efficiently handling inquiries, resolving issues, and supplying detailed information on products.
- Provided timely feedback to support client needs and enhance overall satisfaction.
- Analyzed customer feedback and worked with internal teams to implement service updates and resolve issues effectively.
Customer Service Representative
Permanent General Companies
09.2015 - 10.2018
- Consistently exceeded performance metrics by managing 50+ inbound and outbound customer calls daily while maintaining strong productivity, accuracy, and customer satisfaction standards.
- Proactively identified and resolved customer concerns in a timely manner, reducing escalations and improving overall client experience.
- Collaborated closely with cross-functional departments including sales, logistics, and operations to ensure seamless service delivery and efficient issue resolution.
- Built strong customer relationships through active listening, empathy, and clear communication while addressing complex service concerns.
- Delivered personalized solutions tailored to individual customer needs, resulting in high customer satisfaction and retention rates.
- Maintained detailed and accurate customer records within internal systems to ensure proper follow-up, compliance, and continuity of service.
- Demonstrated strong problem-solving abilities by handling escalated situations professionally and de-escalating difficult customer interactions.
- Adapted quickly to changing company procedures, service updates, and performance expectations in fast-paced call center environments.
Education
Some College (No Degree) -
Phoenix Job Corp
Phoenix, AZHigh School Diploma -
Compadre High School
Tempe06-2010
Skills
- Sales techniques
- Communication skills
- Problem solving
- Customer service and retention
- Teamwork orientation
- Collections
- Goal-oriented mindset
- Strong negotiation skills
- Empathy and tactfulness
Timeline
Collections Specialist
Check City
06.2025 - Current
Centralized Support Specialist
One Medical
09.2023 - 01.2025
Online Experience Team Advisor
DriveTime Auto
10.2022 - 08.2023
Senior Process Voice Executive
Cognizant TCO
06.2021 - 09.2022
Customer Service
TTEC
12.2018 - 04.2021
Customer Service Representative
Permanent General Companies
09.2015 - 10.2018
High School Diploma -
Compadre High School
Some College (No Degree) -
Phoenix Job Corp