Robin Jones
Arizona
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service and Collection industry. Solid team player with an outgoing positive demeanor and proven skills in establishing rapport with clients. I am motivated to maintain customer satisfaction and contribute to my company's success. I specialize in quality, speed, and process optimization. I am articulate, energetic, and results-oriented. I have an exemplary history of managing large amounts of inbound calls and sustaining satisfactory relationships with customers.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
IQOR Global Servies
Tempe
11.2021 - 03.2024
- Exhibited high energy and professionalism when dealing with clients and staff
- Offered advisement and assistance to customers, with attention to detail to their specific needs
- Participated in meetings and training sessions to stay informed about product updates and changes
- Answered constant flow of customers calls with minimal wait time
- Maintained up to date knowledge of product and service changes.
Teacher
Kids CanDoodle
Phoenix
09.2019 - 03.2020
- Collaborated with teachers, parents, and administrators to facilitate positive outcomes for students
- Monitored classroom to verify safe and secure environment
- Organized activities to teach preschool children foundational learning skills such as letters and numbers
- Allowed for ample outdoor discovery time in schedule each day.
Collections Specialist
Realtime Resolutions
Phoenix
08.2016 - 09.2019
- Researched billing errors and discrepancies to initiate a resolution
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Negotiated repayment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic time limits
- Maintained accurate records of customers' accounts, payments, and payment plans.
Customer Service Representative
PSCU
Phoenix
03.2013 - 05.2015
- Identified potential fraud cases and reported them to the supervisor.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Provided account information and answered customer inquiries in a timely manner.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Informed customers about new products or services available through the bank.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
Collections Agent
Convergent Outsourcing
Phoenix
08.2010 - 02.2013
- Adhered to all applicable laws, regulations, and company policies.
- Researched customer accounts for any discrepancies or outstanding payments.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Conducted skip-tracing activities to locate delinquent customers.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
Skills
- Account Management
- Customer Relations
- Managing Multiple Tasks
- Computer Proficiency
- Typing proficiency
- Building rapport
- Administrative Support
- Multi-Task Management
- De-Escalation Techniques
- Critical Thinking
- Customer Service
- Follow-up skills
- Excellent Negotiation Skills
- Effective Multitasking
- Excellent Verbal and Written Communication Skills
- Ability to Work Effectively as a Team
- Collaborative Problem Solving
- Pressure Management
- Organized
- Excellent Problem-Solving Skills
- Active Listening
- Conflict Resolution
- Empathy
- Credit Card Payment Processing
- Microsoft Word
- Microsoft Excel
- Office Equipment Proficiency
Timeline
Customer Service Representative
IQOR Global Servies
11.2021 - 03.2024
Teacher
Kids CanDoodle
09.2019 - 03.2020
Collections Specialist
Realtime Resolutions
08.2016 - 09.2019
Customer Service Representative
PSCU
03.2013 - 05.2015
Collections Agent
Convergent Outsourcing
08.2010 - 02.2013
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