Taylor Pawlak

monitor inbound and outbound call and emails responses

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• monitor inbound and outbound call and email responses
• assist call center agents with questions regarding calls

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Answered constant flow of customer calls with minimal wait times.

• Reviewed collection reports to determine status of collections and amounts of outstanding balances.
• Counseled debtors on payment options and arranged installment agreements.
• Processed payments and contracts on accounts.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Negotiated to collect balance in full.
• Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
• Achieved performance goals on consistent basis.