ROSA DARR

• Cultivate and sustain enduring client relationships by consistently delivering exceptional service, fostering open communication, and prioritizing client satisfaction
• Handled between 100 to 120 calls daily for both Inbound and outbound
• Diligently record and organize customer interactions and feedback from bilingual clients, verifying precise documentation to support continuous improvement of customer experience
• Assisted cardholders with setting up payment plans for recoveries
• Negotiated settlements for recovery accounts
• Optimize profitability by strategically negotiating contracts and successfully closing agreements aligning with company's financial objectives
• Coordinate efforts to resolve complex client escalations, ensuring timely delivery of custom solutions meeting customer needs and strategic objectives
• Broke company record for number of payments collected within month
• Recipient of 2023 LANER award
• Consistently performed in top 5% of the team in each KPI
• (Dialer time, after call work, conversion rate, payments per hour, cash collected, QA)

• Maintains records of contacts with delinquent account customers, while documenting records of any payments collected from customer
• Consistently performed in the top 5% of the team in each KPI
• (Dialer time, after call work, conversion rate, payments per hour, cash collected, QA)
• Broke company record for number of payments collected within a month
• Worked alongside Managers to translate scripts to Spanish
• Maintains compliance with FDCPA laws to sustain professional and courteous interaction with customers
• Efficiently handles submission of regular reports on unpaid accounts status and repayment progress.

• Visited customer homes and performed field work with DIRECTV orders, while informing customers on features and benefits of current service
• Exceeded monthly target every month for new mobile lines
• Consistently performed in top 10 for new DIRECTV activations
• Established a strong reputation as an in-home expert and trusted advisor focused on leading demonstrations and presentations of bundled, value services, resulting in a significant increase in company revenue
• Exemplified excellent problem-solving skills in assisting and addressing customer issues, leading to delivery of superior customer service and maintenance of trust with clients
• Selected to manage project execution and completion with FirstNet contractor of Metropolitan Police Department, by pairing 4000+ police personnel mobile apps along with their body-worn cameras (BWCs)
• Contributed to mission-critical efforts to expedite project and achieve inauguration deadline of 2022, while clearing work in 7 districts and other agencies during COVID 19 pandemic
• Established strong alliances and built client trust by demonstrating exceptional leadership in attaining goals and accomplishing critical missions, including collaboration and cooperation with all ranked officers
• Substantially minimized workload of Telecomm Team and seamlessly deployed applications required by officers by learning internal telecom processes, which drove effectiveness in day-to-day tours.

• Assisted with the Xfinity Mobile launch
• Created Xfinity Mobile test accounts to ensure correct billing
• Performed upsell to bundle all services to include Xfinity Mobile
• Efficiently managed operations and activities of all bilingual and regular accounts, while handling and applying necessary actions to escalate different types of customers and special product promotions
• Worked as a cashier focused on delivering person-to-person customer service by responding to and handling all customer service inquiries, as well as educating customers on products and services
• Ensured the delivery of superior and first-rate service in all customer interactions through the application of an accountable work style, friendly demeanor, and sincere appreciation for others
• Guaranteed proper customer understanding of usage and management of products and services
• Showed exemplary performance by meeting and exceeding sales and customer satisfaction goals through the development, deployment, and fulfillment of high operational standards
• Provided hands-on support to the management of overall store operations involving the administration and completion of inventory, equipment transactions, and payment processing procedures
• Organized and facilitated product demonstrations in support of the promotion of products and service benefits, along with contributions that could better and improve customers' lives.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

• Ensured maintenance of all DST cycle scheduling and up-to-date calendar cutoff, while leading verification of customers' bills with MIS bill check-off lists and messages to ensure proper billing and taxing
• Conducted assessment of billing system data reporting to address system needs, while broadening knowledge of DDP Financials along with how DDP and DDPF affect one another
• Exemplified ability to lead reconciliation of DDP and DDPF systems, as well as development of DDPF parameters with understanding of impacts on business for marketing and finance purposes
• Developed and tested rate codes with in-office accounts, collaborated with high-end contacts to build tier masks in Cable Data, and monitored all data output to ensure validation of user integrity
• Secured proper coordination of testing process and procedures for new and modified applications, as well as leading completion of software enhancements to billing and addressable systems
• Served as key representative and focal point of contact for MIS Department with focus on execution and facilitation of project planning meetings, system data analysis, and needs assessment
• Drove effectiveness and delivered positive results by working in partnership with other departments
• Successfully led planning and scope development of new projects, while continuously tracking and improving impact of key projects across various departments, including specific personnel assigned units
• Led smooth rollout of Spanish bills for 53 NED AMDOCS corps and execution of yearly rate event, while acting as key person in Freedom PA/DE message analysis and submission of CSG conversion
• Demonstrated skills in handling all DDPF and DDP cutoffs in close coordination with Data Center Contacts, while keeping good record of all submitted information and tracked work.

• Maintained active involvement and support in smooth and multiple billing system conversions
• Offered hands-on support to development and execution of normalization projects for reporting centers and other control tables in director maintenance, while monitoring all data output for user validity
• Ensured proper documentation and auditing of all employee courtesy accounts for Comcast and Cox employees, while monitoring all data output to ensure user validity and database integrity
• Steered efforts in developing and testing rate codes with in-office accounts, as well as creating and implementing rate code build functionality in Cable Data within DDPF financials
• Provided support to departments in applying DST for improvement of efficiencies and training, while boosting operational effectiveness and driving positive results in conjunction with other departments.
• Reviewed and solved account and billing discrepancies.
• Coordinated with intermediate parties to obtain payments and resolve issues.

High School Diploma, Thomas Edison High School; Alexandria, VA: 1992-1996