Mahogany Williams

• Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
• Achieved performance goals on consistent basis.

customer inquiries and complaints via phone, email, and chat, maintaining a 95% customer satisfaction rating.- Assisted customers with billing issues, product returns, and account management, ensuring prompt and effective resolution.- Collaborated with cross-functional teams to improve customer service processes and enhance the overall customer experience.- Trained new employees on customer service protocols and systems, contributing to a 15% increase in team productivity.- Conducted follow-up calls to ensure customer issues were resolved and provided feedback to improve service delivery.

Assisted in the collection of overdue accounts, achieving a 25% reduction in outstanding receivables.- Conducted skip tracing and investigated account histories to locate and contact delinquent customers.- Prepared and sent collection letters, ensuring compliance with federal and state regulations.- Updated customer accounts and maintained accurate records in the collections management system.- Supported senior collections officers in developing strategies to enhance collection efforts.