Judy McCall Guthrie
Boca Raton,FL
Overview
12
12
years of professional experience
Work History
Inside Sales/Customer Service Representative
Fusion BPO Services
07.2017 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Collections Specialist
Welcome Wagon
08.2011 - 06.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Maintained high volume of calls and met demands of busy and productive group.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
Skills
I have over 20 years of sales/customer/collection experience with very strong confident sales ability and focusing on the more calls I made, the more appointments I got which then became sales I believe strongly that it takes years and years to successfully achieve in sales with listening to customer, identifying their needs, handling objections and building trust Proven sales strategies come with those experienced enough to set goals, are not intimidated, maintain confidence and place succeeding first Achievements include: Representing Fusion BPO (AT&T call center) within top 10% of sales out of 65 reps Retaining less than a 5% cancellation rate within another function there Placing #1 in sales for 17 months selling for Cox Communications thru Fusion BPO Services Achieving maximum quarterly bonus at Welcome Wagon for collections made monthly Promoted within 2 yrs to Key Account Sales with Verizon yellow pages (out of 75 Palm Beach, Broward and Miami reps
Timeline
Inside Sales/Customer Service Representative
Fusion BPO Services
07.2017 - 01.2024
Collections Specialist
Welcome Wagon
08.2011 - 06.2017