Rachel Roberts
Dayton
Summary
Results-driven professional recognized for high productivity and efficient task completion. Possess in-depth knowledge of debt recovery strategies, compliance regulations, and customer negotiation techniques. Excel at communication, problem-solving, and time management, ensuring smooth operations and positive outcomes in collections processes. Committed to maintaining professionalism and empathy in challenging situations to achieve set targets.
Overview
22
22
years of professional experience
Work History
Lead Collection Specialist
Discover Financial Services, DFS
Dayton
01.2024 - Current
- Resolved customer inquiries related to billing statements, account balances, and payment options.
- Adhered strictly to all relevant laws pertaining to debt collection practices.
- Processed credit card payments when necessary and updated customer accounts accordingly.
- Maintained accurate records of all collection activity in the company's database.
- Negotiated payment plans with customers in order to reduce delinquencies and maximize cash flow.
- Conducted regular follow-ups with customers via phone, email, or mail to ensure timely payments are made on overdue invoices.
- Updated collection databases and systems with payment arrangements and notes.
Field Technician
Nielsen Ratings
Columbus
05.2022 - 10.2023
- Maintained inventory of parts and supplies used for repairs and service calls.
- Upgraded existing systems by installing new versions of operating systems or application software.
- Performed preventative maintenance on equipment and systems to ensure optimal performance.
- Monitored system performance remotely using diagnostic tools such as ping utilities or network monitoring software.
- Conducted site surveys for new installations, including evaluation of existing infrastructure and installation requirements.
- Tested newly installed systems prior to deployment in order to ensure functionality.
- Investigated root causes of recurring problems with specific hardware or software configurations.
Account Executive
Move EZ
Columbus
03.2021 - 02.2022
- Provided exceptional customer service by responding promptly to inquiries and resolving issues quickly.
- Monitored competitors' activities and adjusted strategies accordingly.
- Developed and maintained relationships with key clients to ensure customer satisfaction.
- Advised customers on best practices regarding product usage or maintenance procedures.
- Managed accounts by providing ongoing technical support after the sale was completed.
- Cultivated relationships with key decision makers through regular client visits and follow-up calls.
- Maintained accurate records of all sales activities using CRM software systems.
Customer Support Specialist
HGS - Hinduja Global Solutions
Columbus
06.2020 - 02.2021
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
Inside Sales Account Executive
Spetrum
Columbus
02.2014 - 11.2019
- Ensured compliance with industry regulations related to sales activities.
- Maintained accurate records of all sales activities including customer contacts, orders, payments, returns.
- Resolved customer complaints promptly in a professional manner.
- Developed and maintained relationships with existing customers to ensure repeat business.
- Analyzed customer needs and preferences to recommend appropriate products or services.
- Collaborated with team members to determine strategic sales approaches.
- Cultivated and strengthened customer relationships to drive revenue growth.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Negotiated prices, terms of sale and service agreement to close transactions.
- Took inbound calls on headset, promoting products and services to secure new accounts.
- Recruited, hired and trained new hires to optimize profitability.
- Reached and exceeded monthly sales targets through effective sales strategies and techniques.
- Participated in sales training and workshops to improve sales techniques and product knowledge.
- Utilized CRM software to track sales progress and communicate with team members.
Inbound Sales Executive
Comcast
Fort Myers
05.2005 - 12.2012
- Implemented effective cross-selling techniques to increase revenue from existing customers.
- Negotiated prices with customers to maximize profitability while still providing quality services.
- Provided training sessions for new team members regarding best practices for inbound sales operations.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Received inbound calls and managed pipeline in CRM to meet and exceed contact attempts and new lead quotas.
- Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience.
Technical Support Representative
Sony
Fort Myers
05.2003 - 03.2005
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customers with installation of new hardware and software applications.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Created reports on customer complaints and feedback for management review.
- Resolved escalated customer service issues in a timely manner.
Education
High School Diploma -
Cypress Lake
Fort Myers, FL05-2002
Bachelor of Science - Computer And Information Systems Security
Liberty University
Lynchburg, VABachelor of Science - Computer and Information Systems
Hodges University
Fort Myers, FLSkills
- Customer relationship management
- Account management
- Time management
- Professionalism and integrity
- Attention to detail
- Data entry
- Negotiation skills
Accomplishments
- Deans list 2011 Hodges University
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Lead Collection Specialist
Discover Financial Services, DFS
01.2024 - Current
Field Technician
Nielsen Ratings
05.2022 - 10.2023
Account Executive
Move EZ
03.2021 - 02.2022
Customer Support Specialist
HGS - Hinduja Global Solutions
06.2020 - 02.2021
Inside Sales Account Executive
Spetrum
02.2014 - 11.2019
Inbound Sales Executive
Comcast
05.2005 - 12.2012
Technical Support Representative
Sony
05.2003 - 03.2005
High School Diploma -
Cypress Lake
Bachelor of Science - Computer And Information Systems Security
Liberty University
Bachelor of Science - Computer and Information Systems
Hodges University
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