Juanita Jackson
Arlington,Texas
Summary
To maintain Customer satisfaction and improve customer experience with problem solving skills, in a Call Center environment with the opportunity for career advancement.
Overview
12
12
years of professional experience
Work History
Collections Agent
Westlake Financial Services
04.2024 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collections Representative
Regional Acceptance
01.2023 - 08.2023
- Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept
- Negotiate payment arrangements with customers to cure delinquency, evaluating ability and willingness to pay
- Disclose all relevant account information to customers accurately, professionally, and in a positive manner
- Provide a high level of customer service to customers and document all collection efforts in the system of record for each assigned account in accordance with established policies and procedures
- Execute on the established call scripts documented in training, policies, procedures and guidelines
- Provide customers with payment arrangement options as well as renewals, due date, and extensions that best assist the customer according to policy procedure, and guidelines.
Customer Service Agent
Pella Windows and Doors
07.2022 - 01.2023
- Professionally respond to customer calls who need service or repair of a Pella window or door
- Schedule service techs to go to customer homes
- Order routine replacement and repair parts
- Exemplary external and internal customer contact
- Record key information and activities related to service events
- Assist with processing payments.
Customer Resolution/Escalation
Bridgecrest Financial
10.2017 - 07.2022
- Provide excellent customer service to customers who need assistance in meeting their contract obligations due to unexpected financial obligations
- Contact or attempt contact with customers who are delinquent
- Collect past due payments and negotiate payment plans while maintaining positive attitude
- Responding to inquiries and complaints promptly through proactive follow up
- Effectively manage customer conflict while under pressure
- Showing empathy and understanding for customer's situation and act as a single point of contact for customers to ensure the highest level of customer satisfaction by setting proper expectations.
Phone Banker
Wells Fargo Bank
01.2013 - 10.2017
- Provide exceptional customer service to customers calling with inquiries, complaints, and requests
- Respond to customer inquiries regarding products and services
- Utilize a variety of systems and tools to research customer issues and provide solutions.
Education
Diploma -
OD Wyatt High
Fort Worth, Texas01.1999
Skills
- Ability to build strong rapport with customers, while providing quality customer service
- Able to effectively handle a high volume of calls in a timely fashion
- Posses the ability to deescalate calls when a supervisor is needed
- Ability to multitask and quickly learn job functions/tasks
Timeline
Collections Agent
Westlake Financial Services
04.2024 - Current
Collections Representative
Regional Acceptance
01.2023 - 08.2023
Customer Service Agent
Pella Windows and Doors
07.2022 - 01.2023
Customer Resolution/Escalation
Bridgecrest Financial
10.2017 - 07.2022
Phone Banker
Wells Fargo Bank
01.2013 - 10.2017
Diploma -
OD Wyatt High