John Evans Jr
Cleveland,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Service Associate
AAA East Central
Brecksville, OH
11.2018 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Evaluated and adjusted calls based on daily needs, available workers, traffic hazards and weather conditions.
- Responded to over 70 daily caller requests with information about assistance and timeframes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Developed and actualized customer service initiatives to decrease wait times.
Debt Recovery Specialist
Transworld Systems LLC
Valley View, OH
01.2017 - 08.2018
- Used skip tracing and other techniques to locate debtors.
- Managed over 50 customer calls per day
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Achieved performance goals on consistent basis.
- Received and submitted customer payments to further reduce open account balances.
- Maintained high volume of calls to meet demands of busy group
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
Customer Service Associate
New York Life Annuity Service Center
Cleveland, OH
11.2015 - 09.2016
- Effectively managed high-volume of inbound and outbound customer calls.
- Answered constant flow of customer calls with up to 100 calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases. Evaluated consumer reports on monthly basis.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Acted professionally and patiently when addressing negative customer feedback.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
Debt Recovery Specialist/Small & Large Balances,
Transworld Systems LLC
Valley View, OH
04.2004 - 08.2014
- Inform customers status of account using tact and discretion.
- Collects past due amounts on high volume of accounts.
- HIPPA testing every 6 months.
- High volume call center (inbound/outbound) Fair Debt and Lending Practices. Maintain satisfactory delinquency ratios.
- High volume call center Contacts past due borrowers in order to obtain promises for payment.
- Obtains clients “promise to pay” maintaining customer service orientation.
- Obtain relevant financial information Evaluate and assess financial situation.
- Works out payment schedule suitable to customer and company Offers suggestions to customer on how obligation can be met.
- Locates and contacts customers by telephone, mail, and occasional skip tracing.
- Effectively managed high-volume of inbound and outbound customer calls.
- Answered constant flow of customer calls with up to [10] calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Collections Team Leader 2006 - 2008. Reviewed performance of team, & identified development needs to maximize performance.
- Met or exceeded service and quality standards every review period. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Awards and Achievements upon request.
Education
High School Diploma - Management and Business Administration
Shaw High School
1998
Skills
- Skilled in call center
- Workflow management
- Adheres to customer
- Service procedures Strong
- Problem solving aptitude
- Customer service award's
- Quality assurance
- Hard working and self-motivated
- File transfer
- Self-starter
- Inbound and Outbound Calling
- Cash Handling
- Point of Sale Systems
- Computer skills
- Customer support
- Documentation and reporting
Timeline
Customer Service Associate
AAA East Central
11.2018 - Current
Debt Recovery Specialist
Transworld Systems LLC
01.2017 - 08.2018
Customer Service Associate
New York Life Annuity Service Center
11.2015 - 09.2016
Debt Recovery Specialist/Small & Large Balances,
Transworld Systems LLC
04.2004 - 08.2014
High School Diploma - Management and Business Administration
Shaw High School
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