Mark Wresh
Collections Call Center
Phoenix,AZ
Summary
Flexible Call Center, Collections professional works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
23
23
years of professional experience
Work History
Escalation Supervisor
JPMorgan Chase
07.2018 - Current
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Kept high average of performance evaluations.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built and maintained relationships with customers to increase customer loyalty and positive word-of-mouth.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Accounts Receivable Specialist
Burns Environmental Services
05.2015 - 07.2018
- Supported management by processing invoices and documents with consistent on-time delivery.
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
- Monitored accounts to verify compliance with payment terms and schedules.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Developed and maintained positive relationships with clients to maximize collections.
- Developed and implemented strategies to improve collection processes and reduce overdue payments.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
Supervisor, Manager & Trainer
Varied
01.2000 - 05.2015
- Conducted routine inspections to check quality and compliance with established specifications.
- Achieved extraordinary results by working with staff to meet established targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - Psychology
University of California - Los Angeles
Los Angeles, CASkills
- Staff Support
- Collaborative Environments
- Quality Control Standards
- Issue and Complaint Resolution
- Cultural Awareness
- Research and Analysis
- Call Volume Analysis
- Team Goals
- Staff Training
- Strong Telephone Etiquette
- KPI Metrics
- Performance Goals
- Creative Solutions
- Call Control
- Microsoft Office
- Escalation Management
- Professional Relationships
- Analytical Skills
- Call Volume and Quality Metrics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Swagger, expectation, enthusiasm and creativity are the keys to greatness.
Me
Timeline
Escalation Supervisor
JPMorgan Chase
07.2018 - Current
Accounts Receivable Specialist
Burns Environmental Services
05.2015 - 07.2018
Supervisor, Manager & Trainer
Varied
01.2000 - 05.2015
Bachelor of Arts - Psychology
University of California - Los Angeles