Tammie Ross

• Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards.
• Understand customers needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies.
• Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments,
• Processes/administers existing accounts (adding a vehicle or change of address).
• Escalate unresolved customer grievances to a designated team member or department for further investigation.
• Provide customer service via telephone to provide information about products, services, order status, or grievances.
• Contribute to overall department targets by achieving Key Performance Indicators (KPIs).

· Identified customer needs by referring to case notes and examining each as a specific case

· Performed routine call center activities concerning business products and services

· Provided customers with information that is specialized

· Gathered all necessary information to update the database

· Escalated issues to senior levels, based on complaints or concerns

· Explained company policies to customers

· Performed other duties as assigned

· Assessed calls to provide service immediately, be transferred, or require follow-up for client resolution

• Managed customer accounts to facilitate timely collection of outstanding payments.
• Adhered to company policies and applicable laws while collecting debts from customers.
• Resolved complex issues that arose during the collections process.
• Processed payments and refunds quickly to maximize efficiency and meet performance targets.
• Utilized CRM software to track interactions and maintain accurate customer records.
• Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.