Melissa Bayne
Summary
Dynamic and results-oriented professional with extensive experience in customer service, collections, and sales. Excelled in a high-volume call center environment while building relationships and negotiating resolutions, demonstrating empathy, active listening, problem-solving, and communication skills. Achieved performance goals consistently, showcasing multi-tasking adaptability and a commitment to urgency and excellence. A proven track record in enhancing customer satisfaction and loyalty while achieving a target goal.
Overview
12
12
years of professional experience
Work History
Customer Service and Collections Representative
Altegra / National City Bank
06.1999 - 09.2003
- Achieved performance goals on consistent basis.
- Worked in call center environment daily, handling manual and automatically dialed outbound calls along with inbound calls.
- Worked with customer to negotiate and create a debt repayment plan based on current financial conditions, in compliance with fair debt collection practices.
- Developed comprehensive knowledge of various industries, enabling tailored strategies to support client relations from diverse clients across multiple sectors.
- Maintained accurate records of all customer service and collection activities, ensuring compliance with company policies and industry regulations.
- Used skip tracing and other techniques to locate debtors.
Customer Service and Collections Representative
JCPenney / General Electric
08.1996 - 06.1999
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
- Counseled debtors on payment options and arranged installment agreements.
Customer Sales Representative
Sears
06.1994 - 08.1996
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
Front Counter Clerk
Pro Cleaners
03.1992 - 06.1994
- Greeted customers with enthusiasm, while providing exceptional customer service through active listening and effective communication skills.
- Contributed to successful team environment by assisting coworkers when needed, promoting collaboration and efficiency.
- Handled cash transactions accurately, reducing discrepancies and maintaining proper cash control.
Education
Bachelor of Science - Early Childhood Education
California University of Pennsylvania
California, PA12.1999
Bachelor of Science - Elementary Education
California University of Pennsylvania
California, PA12.1999
Skills
- Pleasant Telephone Demeanor
- Empathy and Active Listening
- Relationship Building
- Teamwork and Collaboration
- Call Center and Customer Service Experience
- Collections and Sales Experience
- Attention to Detail
- Problem-solving Abilities
- Effective Multitasking and Communication Abilities
- Adaptability and Flexibility
- Goals and Performance
- Negotiation and Resolution
Timeline
Customer Service and Collections Representative
Altegra / National City Bank
06.1999 - 09.2003
Customer Service and Collections Representative
JCPenney / General Electric
08.1996 - 06.1999
Customer Sales Representative
Sears
06.1994 - 08.1996
Front Counter Clerk
Pro Cleaners
03.1992 - 06.1994
Bachelor of Science - Early Childhood Education
California University of Pennsylvania
Bachelor of Science - Elementary Education
California University of Pennsylvania