Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sandra Crosby

Flint,TX

Summary

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.
  • Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
  • Performed skip tracing to locate hard-to-reach debtors for CTI portfolios.
  • Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
  • Documented all debtor interactions accurately for compliance and follow-up.

Education

Some College (No Degree) - Business Administration

Tougaloo College
Tougaloo, MS

Skills

  • Customer service
  • CRM documentation
  • Call management
  • Call routing
  • Logging call information
  • Case notes
  • Account updates
  • Dispute resolution
  • Skip tracing
  • Problem solving
  • Attention to detail
  • Verbal communication
  • Active listening
  • Conflict resolution
  • Communicating with clients
  • Professional phone voice

Timeline

Call Center Representative

CCM Consulting Firm
08.2010 - Current

Debt Collector

CTI
09.2005 - 01.2007

Some College (No Degree) - Business Administration

Tougaloo College
Sandra Crosby