Shannon Gorham
Taunton,MA
Summary
Experienced collections professional with high standard for achieving results. Proven track record in debt recovery, account management, and customer communication. Strong focus on team collaboration and adaptability to changing needs. Reliable problem-solver with keen understanding of financial systems and regulations.
Overview
7
7
years of professional experience
Work History
Credit and Collections Representative
WORLDPAC
08.2021 - Current
- Managed inbound and outbound collections calls to resolve outstanding customer accounts.
- Utilized collection software to track payment histories and monitor account status efficiently.
- Collaborated with team members to develop strategies for improving collections processes and reducing delinquencies.
- Negotiated payment plans with customers, ensuring compliance with company policies and regulations.
- Trained new hires on collections protocols, enhancing team performance and operational efficiency.
- Conducted account reviews to identify discrepancies and initiate resolution procedures promptly.
- Processed payments and contracts on accounts.
Retention Customer Service Representative
Comcast
11.2019 - 06.2021
- Resolved customer inquiries and issues to enhance satisfaction and retention.
- Implemented proactive outreach strategies to identify at-risk customers and reduce churn.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Mentored junior representatives on best practices in customer engagement and conflict resolution.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
Assistant Manager
Signet Jewelers
09.2018 - 10.2019
- Led team to achieve operational efficiency through process improvements and staff training initiatives.
- Developed and implemented strategic plans to enhance customer satisfaction and service delivery.
- Mentored junior staff, fostering professional development and promoting a collaborative work environment.
- Analyzed performance metrics to identify areas for improvement and drive results-oriented changes.
- Coordinated cross-departmental projects, ensuring alignment with organizational goals and timelines.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
High School Diploma -
Taunton High School
Taunton, MASkills
- Negotiation
- Team player
- Goal oriented
- Team collaboration
- Mathematics skills
- Excellent communication
- Microsoft Excel
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Do the best you can until you know better. Then when you know better, do better."
Maya Angelou
Timeline
Credit and Collections Representative
WORLDPAC
08.2021 - Current
Retention Customer Service Representative
Comcast
11.2019 - 06.2021
Assistant Manager
Signet Jewelers
09.2018 - 10.2019
High School Diploma -
Taunton High School