Paloma Nance
Lancaster,TX
Summary
I am a diligent fast learner that is reliable and takes initiative to go above and beyond. I have 10 years of call center experience, excellent communication skills, and leadership experience.
Overview
9
9
years of professional experience
Work History
Late Stage Collections Agent
Santander Consumer USA
08.2019 - 12.2023
- Worked in call center environment handling manual and automatically dialed outbound calls
- Negotiated to collect balance in full
- Achieved performance goals on consistent basis
- Researched accounts and completed due diligence to resolve collection problems
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Mentored new agents helping them get accustomed to the company's procedures and best practices to meet and exceed the required goals.
Customer Service Representative
Iqor
05.2016 - 05.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Reviewed and solved account and billing discrepancies
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
New Patient Representative
Brident Dental & Orthodontics
04.2015 - 05.2016
- Scheduled appointments for patients and placed reminder calls 48 hours before office visits
- Provided details on service and pricing
- Upsold orthodontics treatment.
Education
High School Diploma -
Skyline High School
Dallas, TX05.2009
Skills
- Complaint resolution
- 40 WPM typing speed
- Good listening skills
- Flexible & Adaptable
- Self-motivated professional
- Training program development
- MS Excel
- Call Management
- Delinquent Account Management
Timeline
Late Stage Collections Agent
Santander Consumer USA
08.2019 - 12.2023
Customer Service Representative
Iqor
05.2016 - 05.2019
New Patient Representative
Brident Dental & Orthodontics
04.2015 - 05.2016
High School Diploma -
Skyline High School
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