Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SABRINA SAPP

GREEN COVE SPRINGS,FL

Summary

Professional Call Center Customer Service Representative and Collection Specialist committed to providing courteous, prompt, detailed, and accurate support all while successfully meeting high productivity standards. Experience with managing outbound and inbound calls and handling those calls with patience and tact. Always looking for opportunities for growth and advancement to climb that corporate ladder.

Overview

17
17
years of professional experience

Work History

Collection Agent

Financial Business Consumer Solutions
10.2022 - 12.2024
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Entered customer interaction details in Latitude to track requests, document problems and record solutions offered.
  • Taking up to 50 inbound calls each day.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

Home Mortgage Escrow Specialist

Wells Fargo Home Mortgage
09.2016 - 09.2022
  • Received inbound calls from customers regarding their home mortgages through Wells Fargo.
  • Specialized in the Escrow department, ran escrow analysis, discussed property taxes, property insurance, and private mortgage insurance.
  • Promptly received and forwarded incoming communications, such as phone calls, and letters, to appropriate departments.
  • Attended weekly zoom & Skype meetings with management discussing work related issues, new documents, and everything important.
  • Specialized in setting up recurring withdrawals, running amortization schedules, and emailing our customers important documents regarding their mortgage.
  • Delivered expert clerical support by efficiently handling a wide range of routine and special requirements.
  • Processed payoff quotes from either the customer themselves, or a third-party payoff with another company.

Collection Agent

Enhanced Resource Centers
05.2010 - 08.2016
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Taking up to 40 inbound calls daily.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Preserved revenue streams by utilizing strong communication and negotiation skills.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints, and discrepancies.
  • Entered customer interaction details in Latitude to track requests, document problems and record solutions offered.

Assistant Store Manager

Cato Fashions
08.2007 - 04.2010
  • Trained team members in successful strategies to meet operational and sales targets.
  • Managed all aspects of store operations, including organization, maintenance and purchasing functions.
  • Optimized store displays and appearance via strategic merchandising.
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Generated repeat business by developing and maintaining strong team of 10 employees devoted to customer service.

Education

HIGH SCHOOL DIPLOMA -

BRADFORD HIGH SCHOOL
Starke, FL
05.2009

Skills

  • Call Center Background
  • Debt Recovery
  • Proficient In Livevox and Latitude
  • Performance improvement techniques
  • Following conversation scripts
  • Home Mortgage Specialist
  • Escrow Specialist
  • Cash Handling
  • Goal Oriented
  • Complex Problem-Solving
  • Patience and Persistence

Accomplishments

  • 2016 ERC Elite Agent
  • 2017 Top Contributor in collections for the T-Mobile Portfolio

Timeline

Collection Agent

Financial Business Consumer Solutions
10.2022 - 12.2024

Home Mortgage Escrow Specialist

Wells Fargo Home Mortgage
09.2016 - 09.2022

Collection Agent

Enhanced Resource Centers
05.2010 - 08.2016

Assistant Store Manager

Cato Fashions
08.2007 - 04.2010

HIGH SCHOOL DIPLOMA -

BRADFORD HIGH SCHOOL

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