Misty Baugh - Jackson
Atlanta,GA
Summary
Customer service leader with a background in call centers, collections, and account support. Handles high-volume inbound and outbound calls, resolves billing and payment issues, documents interactions in CRM systems, and follows compliance procedures for sensitive account details. Known for clear communication, calm de-escalation, and dependable follow-through.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Call Center Representative
Aldridge Pite Haan
PeahTree City, GA
02.2026 - Current
- Answered inbound borrower calls for mortgage servicing law firm.
- Resolved customer questions with clear, professional communication.
- Verified account details using case management systems.
- Reviewed account status for delinquency and bankruptcy matters.
- Followed compliance procedures for sensitive borrower information.
- Documented call notes in client records.
- Routed complex requests to attorneys and support teams.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Customer Service Manager
Easy Money
Chattanooga, TN
01.2024 - 02.2026
- Resolved customer inquiries through phone, email, and chat support.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Guided customers through product setup, troubleshooting, and service questions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved account questions and payment concerns with clear, professional communication.
- Collaborated with sales and marketing departments to resolve complex customer issues efficiently.
- Analyzed customer complaints and service trends to identify and address systematic issues.
- Documented cases in CRM and updated customer account records.
- Executed customer loan transactions to facilitate funding. and supported daily store opening and closing procedures.
Credit / Collections Manager
Farmers Home Furniture
Hixson, TN
05.2023 - 01.2024
- Trained and mentored employees on customer communication, documentation collection procedures, and performance expectations, enhancing team competency.
- Reviewed team calls and written customer communications to ensure consistent service and accurate account handling.
- Spoke with customers about account balances, payment options, and next steps while maintaining professional tone.
- Researched account concerns and followed up to resolve payment and account issues, improving customer satisfaction.
Collections / Credit Analyst
Steam Logistics
Chattanooga, TN
02.2022 - 04.2023
- Helped reduce outstanding invoices by 70% through account reconciliation and follow-up.
- Managed high-volume inbound and outbound customer calls regarding invoices, account balances, billing discrepancies, and payments to ensure clear communication and resolution.
- Addressed customer concerns and facilitated practical payment or account-resolution options to improve customer satisfaction and account management.
- Recorded customer interactions, updated account records, and entered detailed notes for internal teams to enhance collaboration and information sharing.
- Used Salesforce and other business systems to track account activity, prepare reports, and support timely follow-through.
Fresh Pack Produce Coordinator
Food City
Hixson, TN
08.2021 - 02.2022
- Streamlined workflow and minimized waste through efficient stocking and organization.
- Created visually appealing displays to attract customer interest. and replenished merchandise to create inviting shopping environment.
- Answered customer questions and delivered courteous service to enhance customer satisfaction.
Property Transaction Coordinator
EZ REI Closings
Ringgold, GA
01.2021 - 02.2022
- Examined financial and transaction records for accuracy and compliance to ensure smooth processing.
- Facilitated client service through precise document handling, transaction coordination, and proactive follow-up.
- Collaborated with vendors and other parties to resolve inquiries and maintain transaction momentum.
Call Center Manager
Big Rig Lending
Dalton, GA
12.2019 - 08.2021
- Led Big Rig Lending call center staff handling borrower loan inquiries and applications.
- Managed a high volume of calls while working toward service and performance goals.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Monitored call quality, coaching agents on lending scripts and compliance standards.
- Resolved escalated customer complaints to restore satisfaction and foster positive client relationships.
- Delivered customer service during account calls, ensuring calm and professional interactions that enhanced customer satisfaction.
- Clarified payment options, arranged installment plans, processed payments, and updated balances to support customer financial needs.
Customer Service Manager
Chattanooga Motors
Chattanooga, Tennessee
10.2017 - 12.2019
- Oversaw customer service operations for Easy Money lending branch, enhancing client satisfaction and support.
- Reviewed account information, documented customer circumstances, and monitored payment-plan compliance to ensure follow-through.
- Resolved account questions and payment concerns with clear, professional communication.
- Conducted customer outreach for overdue accounts and facilitated payment arrangements.
- Maintained professional communication when handling sensitive or difficult conversations.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Trained customer service staff on company policies and service standards.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Collections Specialist / Negotiating Team Lead
New Era Solutions
Marietta, GA
09.2014 - 10.2017
- Handled customer account calls, explained options, and negotiated resolutions to enhance customer satisfaction.
- Processed payments and updated customer records while documenting interactions for compliance and quality assurance.
- Trained new team members on call scripts and customer communication practices to ensure consistent service delivery.
Education
Associate of Science - Technology
University of West Georgia
Carrollton, GA05-2011
Skills
- Call handling
- Telephone communication
- Inbound phone calls
- CRM updates and CRM documentation
- Conflict resolution
- Transaction documentation
- Complaint handling
- Customer retention
- Call management systems
- Call prioritization
- Data entry
- Salesforce and Microsoft Office
- Payment processing
- Issue resolution
- Active listening
- Attention to detail
- Analytical skills
- Critical thinking
- Performance improvement
- Client assistance
- Team collaboration
- Team leadership
- Call center service
- Issue resolution
- Inbound phone calls
- 50 WPM
- Professional phone voice
- Calm disposition
Certification
- Professional Collection Specialist (PCS)
- Certified Notary Public
Accomplishments
- Perfect Attendance-Q4- 2025
- Outstanding Performance Q2-2025
Timeline
Call Center Representative
Aldridge Pite Haan
02.2026 - Current
Customer Service Manager
Easy Money
01.2024 - 02.2026
Credit / Collections Manager
Farmers Home Furniture
05.2023 - 01.2024
Collections / Credit Analyst
Steam Logistics
02.2022 - 04.2023
Fresh Pack Produce Coordinator
Food City
08.2021 - 02.2022
Property Transaction Coordinator
EZ REI Closings
01.2021 - 02.2022
Call Center Manager
Big Rig Lending
12.2019 - 08.2021
Customer Service Manager
Chattanooga Motors
10.2017 - 12.2019
Collections Specialist / Negotiating Team Lead
New Era Solutions
09.2014 - 10.2017
Associate of Science - Technology
University of West Georgia