Reginald Johnson
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Experienced Collections Specialist bringing 10 years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
14
14
years of professional experience
Work History
Debt Collector
Northstar Location Services
03.2024 - 08.2024
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Documented customer payment interactions and account statuses for future reference.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
Customer Support Specialist
Apple
08.2022 - 02.2024
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Debt Collector
FINANCIAL BUSINESS CONSUMER SOLUTIONS
07.2020 - 03.2021
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
LEAD COLLECTOR
Contract Callers Inc.
12.2018 - 05.2020
- My duties were to assist collectors with help with getting their deals closed by negotiating payments and educating the consumers on the different options that are available to help them close their accounts.
- Coordinated closely with other departments to resolve disputes and expedite account resolution efforts.
- Conducted thorough account research to identify opportunities for successful debt recovery efforts.
- Negotiated payment plans with delinquent customers, ultimately reducing outstanding debts.
ASSISTANT MANAGER
DIVERSIFIED CONSULTANTS INC
01.2015 - 01.2018
- My role at DCI as a Assistant Manager was to assist collectors with closing negotiations on calls with no resolution, also it was my duty to deescalate calls and find a way to turn a no into a yes.
SALES ASSOCIATE
KEITH PIERSON TOYOTA
01.2011 - 01.2015
- As a car specialist, my role was to help consumers choose a vehicle that they need instead of what they wanted, this would improve the odds of the consumer keeping the vehicle, because I made it a necessity instead of just another vehicle.
Education
HIGH SCHOOL DIPLOMA -
ALCEE FORTIER HIGH
Skills
- Negotiation
- Skip tracing techniques
- Debt Recovery Strategies
- Multitasking
- Time Management
- Problem-Solving
- Debt Repayment Negotiation
- Attention to Detail
- Adaptability and Flexibility
Languages
English
Native or Bilingual
Timeline
Debt Collector
Northstar Location Services
03.2024 - 08.2024
Customer Support Specialist
Apple
08.2022 - 02.2024
Debt Collector
FINANCIAL BUSINESS CONSUMER SOLUTIONS
07.2020 - 03.2021
LEAD COLLECTOR
Contract Callers Inc.
12.2018 - 05.2020
ASSISTANT MANAGER
DIVERSIFIED CONSULTANTS INC
01.2015 - 01.2018
SALES ASSOCIATE
KEITH PIERSON TOYOTA
01.2011 - 01.2015
HIGH SCHOOL DIPLOMA -
ALCEE FORTIER HIGH
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