Samanth Jackson
Scottdale,GA
Summary
Dedicated Customer Care Agent with expertise in conflict mediation, escalation management, and first call resolution. Proven ability to enhance customer loyalty through effective communication and relationship-building.
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
14
14
years of professional experience
Work History
Costumer Care Agent
Saleytics
10.2023 - 07.2024
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Assisted in onboarding new customers, guiding them through product features and benefits.
- Collaborated with team members to improve response times and enhance service quality.
- Maintained a positive attitude while managing high call volumes during peak hours.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Customer Service Agent
Beacon Hill Staffing Group LLC.20
11.2023 - 06.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Responded proactively and positively to rapid change.
Debt Collector
Law Office of Robert Scheuger
05.2014 - 12.2015
- Conducted effective communication with debtors to negotiate payment plans and resolve outstanding accounts.
- Implemented best practices for compliance with federal regulations governing debt collection processes.
- Fostered positive relationships with clients while maintaining professionalism in high-pressure situations during collections negotiations.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
Collections Agent
NCO Group
02.2013 - 05.2014
- Managed high-volume collections accounts, ensuring timely payments and minimizing delinquencies.
- Utilized collection software to track and resolve outstanding debts effectively.
- Developed and implemented strategies to improve recovery rates on overdue accounts.
- Trained new team members on best practices in collections processes and compliance regulations.
- Conducted regular follow-ups with clients to negotiate payment arrangements and maintain relationships.
- Monitored compliance with federal regulations, ensuring adherence to the Fair Debt Collection Practices Act (FDCPA).
- Negotiated to collect balance in full.
Customer Service Agent
Trialiegant
07.2011 - 02.2013
- Developed retention strategies to enhance customer loyalty and satisfaction.
- Facilitated one-on-one consultations with customers to address concerns and promote loyalty programs.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
Debt Collector
Check Smart Corporate Office
05.2010 - 07.2011
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Documented customer payment interactions and account statuses for future reference.
- Identified and contacted customers with overdue accounts to address payment status.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
Education
High School Diploma -
Brookhaven High School
Columbus, OH06-1998
Skills
- Call center experience
- Payment processing
- Typing speed
- Complaint handling
- Assertiveness
- Live chat support
- Escalation management
- Customer relationship management
- Conflict mediation
- First call resolution
- Active listening
Timeline
Customer Service Agent
Beacon Hill Staffing Group LLC.20
11.2023 - 06.2024
Costumer Care Agent
Saleytics
10.2023 - 07.2024
Debt Collector
Law Office of Robert Scheuger
05.2014 - 12.2015
Collections Agent
NCO Group
02.2013 - 05.2014
Customer Service Agent
Trialiegant
07.2011 - 02.2013
Debt Collector
Check Smart Corporate Office
05.2010 - 07.2011
High School Diploma -
Brookhaven High School