Karen Kate Sambeli
Las Vegas,NV
Summary
Seasoned Collection Specialist with a track record of surpassing monthly goals at Microsourcing Collection House International BPO. Excelled in customer service, employing empathy and data entry proficiency to resolve disputes and manage accounts efficiently. Demonstrated in maintaining service quality standards, achieving high customer satisfaction and repeat business across roles.
Overview
7
7
years of professional experience
Work History
Collection Specialist
Microsourcing Collection House International BPO
01.2015 - 03.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Assigned payment plans and settlement to help finalize debtors account in order to update their credit file.
- Helped the company achieve and exceed the goal set every month.
CSR and Technical Support
Sitel Telecom New Zealand
04.2013 - 08.2014
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Help customer with their complaints.
- Replenish customers prepaid phones.
- Instruct and guide customers with technical enquiries.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Teletech Telstra
03.2011 - 01.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Process orders for new accounts and additional mobile phone plans for postpaid service.
- Remove and add features in customers accounts.
- Deals with customers payments, billing enquiries, disputes and resolved customer complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Customer Service Representative and Email Support
Sutherland Global Services / Paypal UK
08.2010 - 03.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Help customers to manage their Paypal accounts and deals with billing process.
- Process for return items and refund payments back to the buyers
- Check the status of orders.
- Check if items are sold, delivered and if payments was made.
Education
Bachelor of Science - Bachelor of Science in Nursing
Global City Innovative College
Taguig City PhilippinesBachelor of Science - BSN
Arellano University
Pasig City, Philippines Bachelor of Science - BSN
Saint Mary's University
Nueva Vizcaya, PhilippinesHigh School Diploma -
Pasig Catholic College
Pasig City, Philippines03.2003
Skills
- Data entry proficiency
- Call center experience
- Microsoft Office
- Pleasant Telephone Demeanor
- Service Quality Standards
Timeline
Collection Specialist
Microsourcing Collection House International BPO
01.2015 - 03.2017
CSR and Technical Support
Sitel Telecom New Zealand
04.2013 - 08.2014
Customer Service Representative
Teletech Telstra
03.2011 - 01.2013
Customer Service Representative and Email Support
Sutherland Global Services / Paypal UK
08.2010 - 03.2011
Bachelor of Science - Bachelor of Science in Nursing
Global City Innovative College
Bachelor of Science - BSN
Arellano University
Bachelor of Science - BSN
Saint Mary's University
High School Diploma -
Pasig Catholic College