Joyce Thompson
North Hampton
Summary
Proven expert in debt recovery strategies and customer service, I excelled at Enterprise LLC by leading in monthly collections and significantly enhancing customer retention for Comcast. My approach combines reliable negotiation skills with empathetic customer interactions, fostering both financial stability and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Debt Collector/Customer Service
Enterprise LLC
05.2023 - 02.2025
- Collected on delinquent accounts to reduce overdue balances for Insurance Companies, Medical debt, Toll accounts, and more.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions.
- Worked with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability, always at the top of the charts and the leader boards for daily and monthly collections.
Customer Service/ Retention Specialist
Comcast
08.2010 - 04.2023
- Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs.
- Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
- Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
- Provided detailed product knowledge to customers, assisting them in making informed decisions about their purchases or subscriptions.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Arts - Journalism
Northeastern University
Boston, MASkills
- Debt recovery strategies
- High volume inbound and outbound Call center experience
- Reliability
- Negotiating skills for payment plan developments
- Competitive, Goal-oriented mindset
- I have many years experience with customer services and a great eye for detail
Timeline
Debt Collector/Customer Service
Enterprise LLC
05.2023 - 02.2025
Customer Service/ Retention Specialist
Comcast
08.2010 - 04.2023
Bachelor of Arts - Journalism
Northeastern University
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