ORLANDO COLEMAN
Mesquite,Texas
Summary
Dynamic Quality Assurance Evaluator at Stellantis Financial Services with a proven track record in performance evaluation and data analysis. Skilled in conflict resolution and training, I excel in enhancing customer service quality and driving team success through effective mentorship and organizational strategies.
Overview
9
9
years of professional experience
Work History
Quality Assurance Evaluator
Stellantis Financial Services
Dallas, TX
01.2023 - Current
- Provided timely feedback on employee performance based on quality assurance evaluations.
- Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
- Trained personnel in proper use of quality assurance tools and techniques.
- Conducted comprehensive reviews of customer service performance to identify areas for improvement.
- Analyzed root cause of problems identified during quality assurance evaluations.
- Monitored call center operations to ensure accuracy and efficiency of staff performance.
- Prioritized and organized tasks to efficiently accomplish service goals.
Collections Agent
Stellantis Financial Service
Dallas, TX
01.2022 - 01.2023
- Completed skip traces on customers failing respond to collection efforts.
- Managed daily operations in collections department to ensure timely debt recovery.
- Answered customer questions regarding account discrepancies or problems.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Conducted detailed account audits to identify discrepancies and resolve billing issues.
- Received payment and posted to appropriate customer accounts.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
Customer Service Representative
Upgrade Inc.
Phoenix, AZ
02.2020 - 01.2022
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Retention Specialist
Concentrix
Tempe, AZ
03.2016 - 12.2020
- Adhered to scripted responses and standardized plans to address problems.
- Verified order changes to resolve customer complaints or concerns.
- Coordinated with product development teams to suggest improvements based on customer feedback.
- Collaborated with sales and marketing teams to align retention efforts with overall business goals.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
Education
Some College (No Degree) - Criminal Justice, Communications
GCC
Glendale, AZSkills
- Quality assurance
- Data analysis
- Performance evaluation
- Problem solving
- Conflict resolution
- Negotiation skills
- Excellent communication
- Organizational skills
- Professional demeanor
- Team collaboration
- Time management
- Training and mentorship
- CRM software
- Customer service
Timeline
Quality Assurance Evaluator
Stellantis Financial Services
01.2023 - Current
Collections Agent
Stellantis Financial Service
01.2022 - 01.2023
Customer Service Representative
Upgrade Inc.
02.2020 - 01.2022
Retention Specialist
Concentrix
03.2016 - 12.2020
Some College (No Degree) - Criminal Justice, Communications
GCC
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