Experienced call center and collections professional with a strong background in customer service, conflict resolution, and CRM documentation. Skilled in handling sensitive calls, resolving disputes, and maintaining accurate records.
Overview
21
21
years of professional experience
Work History
Call Center Representative
CCM Consulting Firm
Chicago, Illinois
08.2010 - Current
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Handled inbound client calls for CCM consulting firm, ensuring professional courtesy and positive customer experiences.
Answered customer questions by effectively utilizing firm policies and service scripts to provide accurate information.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Directed escalated issues to appropriate CCM consulting firm departments.
Recorded call details in CRM records and case notes.
Maintained professionalism during customer interactions via phone and email, fostering trust and satisfaction.
Debt Collector
CTI
Chicago, Illinois
09.2005 - 01.2007
Collected delinquent CTI accounts through outbound calls and written follow-up.
Identified delinquent accounts and contacted debtors to negotiate payment terms.
Negotiated payment arrangements for CTI clients and consumers.
Resolved disputes and negotiated settlements to satisfy all parties involved.
Resolved billing disputes and account questions with clear communication.
Applied collection procedures while following federal and state compliance rules.
Ensured all collection activities complied with applicable laws and regulations.
Explained the consequences of non-payment in a professional manner.