Maegan Argentieri
Princeton,TX
Summary
Well-qualified Team Lead proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
6
6
years of professional experience
Work History
Credit Debt and Management Team Lead
Advantage Expert Services
Richardson, TX
04.2024 - 08.2024
- Increased client satisfaction through prompt follow-up and tailored solutions addressing individual debt concerns.
- Promoted a supportive environment for clients throughout the debt resolution process, fostering trust and open communication.
- Reviewed legal documents pertaining to bankruptcy cases as necessary, helping ensure appropriate counsel was given based on individual circumstances.
- Developed customized debt repayment plans for clients, significantly reducing their financial stress.
- Evaluated client credit reports thoroughly in order to identify discrepancies and potential areas for improvement or dispute resolution.
- Streamlined processes within the organization by contributing suggestions for operational improvements during staff meetings.
- Negotiated favorable terms with creditors on behalf of clients, resulting in reduced interest rates and payment amounts.
- Supported clients through emotional difficulties while navigating complex financial situations by providing empathetic guidance.
- Answered over 100 customer communications per day via telephone, email and web chat.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, or payment plans.
- Received and submitted customer payments to further reduce open account balances.
- Served as a subject matter expert on collections matters within the organization, offering guidance to colleagues as needed.
- Provided quality assurance reviews on Collections Specialists'' interactions with customers, identifying areas for improvement and coaching opportunities.
- Enhanced team performance by providing ongoing training and support to Collections Specialists.
- Reduced bad debt write-offs by monitoring high-risk accounts and taking timely corrective actions.
- Maintained compliance with federal and state regulations governing debt collection activities, protecting the company from potential legal issues.
- Closely monitored team performance metrics regularly for improvements or corrective measures necessary.
- Analyzed aged receivable reports regularly to prioritize accounts requiring immediate attention.
- Established a positive work environment for Collections Team members, fostering a culture of collaboration and continuous improvement.
- Recovered outstanding debt by implementing effective collections strategies and maintaining consistent communication with clients.
- Negotiated payment arrangements with customers, ensuring mutually beneficial outcomes while minimizing financial risk to the company.
- Streamlined collections processes, resulting in increased productivity and reduced operational costs.
- Resolved escalated customer disputes through mediation techniques and creative problem-solving approaches that preserved business relationships while recovering due payments.
Customer Service Representative Team Lead
Advantage Expert Services
Richardson, TX
10.2022 - 04.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Improved overall call center performance with effective coaching and feedback to team members.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
Customer Service Representative
Advantage Expert Services
Richardson, TX
01.2021 - 10.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cross-trained and provided backup support for organizational leadership.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Graded call quality for team
Sales Associate
Service Experts
Richardson, TX
10.2018 - 01.2021
- Maintained accurate database of customer accounts and sales information to enable tracking history and preserve consistent records.
- Provided information about available products and services, membership details, and purchase advantages.
- Displayed resilience under pressure, managing high call volumes while maintaining a positive attitude towards customers and team members alike.
- Developed extensive knowledge of products and services to better assist customers.
Front Desk Associate
Massage Envy
Plano, TX
05.2018 - 10.2018
- Answered guest questions and checked in for services
- Answered multi-line phone system to respond to inquiries and schedule appointments
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Promoted products and sold memberships for services
Education
High School Diploma -
Wylie East High School
Wylie, TX05.2016
Skills
- Continuous Improvement
- Microsoft Office
- Staff Monitoring
- Customer Service
- Problem Resolution
- Call Documentation
- Training development aptitude
- Complaint Investigation
- Employee Coaching
- Sales expertise
- Report creation
- Quality Control
- Complaint resolution
- Team coaching
- Customer Relations
- Complaint Handling
- Process Improvement
- Team Management
Timeline
Credit Debt and Management Team Lead
Advantage Expert Services
04.2024 - 08.2024
Customer Service Representative Team Lead
Advantage Expert Services
10.2022 - 04.2024
Customer Service Representative
Advantage Expert Services
01.2021 - 10.2022
Sales Associate
Service Experts
10.2018 - 01.2021
Front Desk Associate
Massage Envy
05.2018 - 10.2018
High School Diploma -
Wylie East High School