Raden Duran
San Antonio,TX
Summary
Adept at consumer negotiations with a focus on balancing recovery objectives and empathetic communication to enhance customer relations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Collections Agent/Customer Services Representative II
Alorica
San Antonio, TX
09.2024 - 02.2026
- Assisted customers with inquiries regarding products and card services. Supported collection efforts for past due accounts. Contributed to success in dual role as collections agent and customer service representative.
- Fostered collaborative and supportive interactions among team members to enhance workplace morale.
- Conducted diligent and respectful collection calls aimed at resolving outstanding account balances.
- Reviewed and analyzed policy modifications to support clear communication and enhance interactions.
- Executed de-escalation strategies to effectively manage interactions with irate customers.
- Balanced time management and quality assurance to deliver optimal results in all tasks.
- Leveraged all available resources and equipment to achieve production objectives in roles that required 100+ interactions a day
CSR - Customer Service Representative
Conduent
San Antonio, TX
12.2023 - 09.2024
- Achieved high productivity levels in a fast-paced call center through effective management of inbound calls. Contributed to operational enhancements by working closely with team members and supervisors, leading to increased efficiency and improved customer satisfaction.
- Facilitated clear communication through verbal and written channels. Assisted in conveying information effectively to diverse audiences. Supported team members in understanding project objectives and updates.
- Strong problem-solving and decision-making abilities, allowing for quick and effective resolution of customer concerns to produce at least 50% greater volume of interactions.
- Demonstrated exceptional listening skills to enhance communication efficiency.
- Utilized call center software and systems to streamline customer interactions and support services.
- Ability to remain calm and composed in stressful situations, maintaining stoicism and professionalism at all times to ensure more efficient customer interaction.
Collections Agent
GC Services
San Antonio, TX
10.2021 - 12.2023
●Leveraged resources and tools to ensure optimal outcomes and exceptional customer care during every interaction for past due account collections that served to elevate collection goals.
●Embraced feedback and guidance to achieve target balances exceeding $10,000 during designated cycle periods.
Education
High school diploma or GED - Upper Secondary Education
David El Carasco Job Corp
El Paso, TXSkills
Active listening
Computer literacy
Telemarketing
Sales strategy
Small business owner customer support experience
Phone etiquette
Empathy
Customer relationship building
Large enterprise client interaction
Client services
Customer support - Customer support experience (3-5 years)
Communication skills
Time management
Objection handling (sales technique)
Phone communication
Cross-functional collaboration
Microsoft Teams
Customer communication
Cross-selling
Deal closing
Task prioritization
Fabrication
Handling customer inquiries
Microsoft Outlook
Customer complaint resolution
Sales
Agile
Customer retention
Customer issue escalation
Google Workspace
Client relationship development
Customer support experience within telecommunications industry
Escalation handling
Organizational skills
POS
Upselling
Interpersonal skills
Account reconciliation
CRM system proficiency
Call center agent experience
Debt collection payment plan
Individual consumer customer service
Telecommunication
Partner customer support
OneSite
Customer training
Documentation review
Customer inquiry handling
Attention to detail
Pattern recognition
Customer support experience within retail industry
Order processing
Client interaction via phone calls
Multitasking
Clear language communication
Multi-line phone systems
Debt collection negotiation
Interpersonal communication
Basic math
Phone customer support
Non-technical user support
Microsoft Excel
Technical support representative experience
Teamwork
Microsoft Office
IOS
Windows
Technical troubleshooting support
Government agency customer support
Technical user customer support
Customer support experience within hospitality industry
Patience
HubSpot
Training & development
Managing customer accounts
Technical Proficiency
Microsoft Word
Zoom
Customer relationship management
Account management
Call center experience
Internal employee customer service
Live chat
Analytical thinking
Computer operation
Customer support specialist experience
Customer support experience within technology industry
Customer service
Productivity software
Technical support
Regulatory compliance
Data entry
Typing
English
Decision making
Cold Calling
Working with high schoolers
Writing skills
Outbound calling
Financial regulatory compliance
Problem-solving
Hand tools
Welding
Phone call management
Counter-negotiation
Certification
- Driver's License
Languages
English
Timeline
Collections Agent/Customer Services Representative II
Alorica
09.2024 - 02.2026
CSR - Customer Service Representative
Conduent
12.2023 - 09.2024
Collections Agent
GC Services
10.2021 - 12.2023
High school diploma or GED - Upper Secondary Education
David El Carasco Job Corp