Rebecca Patterson
Albuquerque,NM
Summary
Results-driven professional with strong customer service skills and a proven track record in managing accounts and resolving complex issues. Committed to improving customer satisfaction and team performance.
Overview
9
9
years of professional experience
Work History
Resolutions Associate
Spring Oaks Capital
07.2025 - Current
- Managed customer accounts to ensure timely payments and resolve outstanding debts.
- Conducted outreach via phone to collect overdue payments effectively.
- Collaborated with team members to develop best practices for collections procedures.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
Senior Team Manager
Alorica
03.2022 - 07.2025
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Developed and implemented training programs to elevate team performance and service quality.
- Analyzed performance metrics to identify areas for improvement and optimize workflows.
- Fostered a collaborative environment, mentoring team members to achieve individual and group objectives.
OJT Manager
Alorica
08.2020 - 03.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Customer Service Representative
Alorica
10.2019 - 08.2020
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Trained new team members on best practices for customer interactions and system navigation.
- Collaborated with cross-functional teams to enhance service delivery processes and improve customer satisfaction.
- Implemented process improvements that streamlined workflows, increasing efficiency in handling customer requests.
Team Leader
Sitel
01.2017 - 09.2019
- Led team to achieve service level targets through effective coaching and performance monitoring.
- Developed and implemented retention strategies to enhance customer loyalty and reduce churn.
- Mentored junior staff, fostering skill development and enhancing team collaboration.
- Analyzed customer feedback to identify trends and drive strategic initiatives for service enhancement.
Education
High School Diploma -
Mesquite High School
Mesquite, TX06-2008
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Complex Problem-solving
- Flexible schedule
- Product knowledge
- Sales techniques
- Multitasking and organization
- Problem-solving abilities
- Reliable and punctual
Timeline
Resolutions Associate
Spring Oaks Capital
07.2025 - Current
Senior Team Manager
Alorica
03.2022 - 07.2025
OJT Manager
Alorica
08.2020 - 03.2022
Customer Service Representative
Alorica
10.2019 - 08.2020
Team Leader
Sitel
01.2017 - 09.2019
High School Diploma -
Mesquite High School