Mary Walder
Buffalo,NY
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Ambitious Point Caller/Collector with more than 3 years of experience in debt collection and collections processing. Successful in following up on past due accounts and recouping unpaid balances. Outstanding negotiator skillful in creating manageable repayment plans to reduce debt. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Point Caller
Mid Erie Consulting
07.2020 - 11.2023
- Made average of 500+ outbound and inbound calls per day.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Overcame objections using friendly, persuasive strategies.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Front Counter Crew Member
Dunkin Donuts
08.2012 - 12.2014
- Addressed guest complaints and resolved issues to promote satisfaction.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked effectively in fast-paced environments.
After School Assistant
St. John The Baptist
09.2008 - 06.2009
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Planned and implemented crafts and other activities to spark interest and enhance development.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Promoted learning and social development through structured and unstructured playtime.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Built constructive and open relationships with families with forthright yet friendly communication.
Front Counter Crew Member
Dunkin Donuts & Baskin Robbins
06.2006 - 08.2008
- Addressed guest complaints and resolved issues to promote satisfaction.
- Managed multiple tasks in high-volume environment.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Managed time efficiently in order to complete all tasks within deadlines.
- Provided callers with product and customer service information to foster brand loyalty.
- Demonstrated knowledge and applied proper food handling standards.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Implemented stock control systems for monitoring and requisitioning supplies.
Education
High School Diploma -
Kenmore West Senior High School
Buffalo, NYSkills
- Microsoft Office
- Simplicity
- Collections Max
- idiCORE
- Payment Processing
- Data Entry
- Account Management
- Active Listening
- Attention to Detail
- Speech Clarity
- Continuous Improvement
- Script Reading
- Inbound and Outbound Calls
- Lead Generation
- Email Etiquette
Timeline
Point Caller
Mid Erie Consulting
07.2020 - 11.2023
Front Counter Crew Member
Dunkin Donuts
08.2012 - 12.2014
After School Assistant
St. John The Baptist
09.2008 - 06.2009
Front Counter Crew Member
Dunkin Donuts & Baskin Robbins
06.2006 - 08.2008
High School Diploma -
Kenmore West Senior High School
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