REGINALD DULPHE
Hallandale Beach,FL
Summary
Collections specialist with strong capabilities in conflict resolution and multilingual customer support. Experienced in educating clients on financial options and collaborating with teams to optimize collections processes while ensuring compliance with regulations.
Overview
18
18
years of professional experience
Work History
Collections Agent
Finbe USA
11.2024 - Current
- Managed inbound calls to assist clients with account inquiries.
- Negotiated payment plans with customers to resolve outstanding balances.
- Updated account information in company database accurately and promptly.
- Educated clients on financial policies and payment options available.
- Collaborated with team members to streamline collections processes effectively.
- Documented interactions and follow-ups in compliance with regulations.
- Resolved disputes by communicating effectively with customers and supervisors.
- Trained new staff on best practices for collections procedures and customer service skills.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Customer Service | Technical Support Specialist
Different Companies
01.2019 - 01.2023
- Provided customer service in English, Spanish, and French via phone, email, and chat.
- Resolved customer inquiries and complaints promptly and efficiently.
- Upsold products and services to customers.
Customer Service Representative
Samsung Compensation - Newtech S.R.L
Santo Domingo
01.2016 - 01.2018
- Handled calls from Samsung customers with complaints about exploding top load washers.
- Provided customers with information about the recall and their options, also scheduled repairs or replacements.
- Samsung Recall
Dispatch Team Lead
Alorica
Santo Domingo
01.2011 - 01.2016
- In this place, I worked in different departments.
- Tech support: Troubleshooted and resolved customer technical issues.
- Provided customers with clear and concise instructions on how to use products and services.
- Dispatch dept: Dispatched technicians to customer sites based on priority and urgency.
- Worked with other departments to ensure the smooth operation of the dispatch process.
- Q&A Analyst: Developed and maintained Q&A knowledge bases.
- Collaborated with other Q&A analysts to develop and implement best practices.
- Dispatch Team Lead Samsung Canada
Customer Service Representative
Stream Global Services
Santo Domingo
01.2009 - 01.2011
- In this place, I worked in different departments.
- Billing: Processed and invoiced customer payments.
- Assisted customers with billing inquiries and complaints.
- E-Commerce: Generated and qualified leads through outbound calling and networking.
- Presented SiriusXM products and services to potential customers and answered their questions.
- Upgraded existing customers.
- Closed deals and negotiated contracts.
- Retention: Contacted SiriusXM subscribers who were at risk of canceling their subscriptions and offered them incentives to stay.
- Resolved customer issues and complaints.
- Sirius XM
Education
Psychology -
Universidad Católica Santo Domingo
01-2005
Diplomatic Law -
Academie consulaire
01-2002
Skills
- Problem-solving
- Adaptability
- Product knowledge
- Multilingual
- Teamwork
- Technical
- Payment processing
- Conflict resolution
- Team collaboration
- Process improvement
- Bilingual communication
- Effective listening
- Employee training
- Analytical thinking
- Debt negotiation
- Financial controls development
- Recovery techniques specialist
- Payment arrangement
- Collections processing
- Repayment negotiations
- Account auditing
- Credit control
- Collections process improvement
- Skip tracing
- Billing procedures
- Repayment plan structuring
- Delinquent account management
- Active listening
- Customer research
- Collections
- Payment posting
- Risk management
- Payment acceptance
- Payment plan management
Languages
- English
- Creole
- Spanish
- French
Timeline
Collections Agent
Finbe USA
11.2024 - Current
Customer Service | Technical Support Specialist
Different Companies
01.2019 - 01.2023
Customer Service Representative
Samsung Compensation - Newtech S.R.L
01.2016 - 01.2018
Dispatch Team Lead
Alorica
01.2011 - 01.2016
Customer Service Representative
Stream Global Services
01.2009 - 01.2011
Psychology -
Universidad Católica Santo Domingo
Diplomatic Law -
Academie consulaire