TIMOTHY LOGAN
Des Moines,IA
Summary
Dedicated Customer Service Professional with over 10 years of experience delivering exceptional client support, resolving complex issues, and driving customer satisfaction. Proven expertise in team leadership, quality assurance, training, and performance optimization in fast-paced environments. Skilled at building positive relationships, managing high-volume interactions, and consistently exceeding performance targets. Eager to bring strong communication, problem-solving, and customer-focused skills to a dynamic customer service team.
Overview
29
29
years of professional experience
Work History
Customer Service Representative / Supervisor / QA Representative / Insurance Agent
Alorica
10.1997 - 12.2012
- Supervised and coached a team of 15–20 representatives for three years, focusing on motivation, skill development, and performance improvement.
- Conducted call monitoring and quality assessments, delivering constructive feedback and targeted training that enhanced team professionalism and adherence to standards.
- Trained new and existing staff on policies, procedures, and campaign requirements, contributing to consistent achievement of individual and team performance goals.
- Managed dialer operations to optimize call volume and campaign efficiency.
- Expertly handled escalated customer inquiries and complaints with professionalism, resulting in positive resolutions and strengthened customer relationships.
Collections Coordinator
Aspire Resources, Inc.
06.2016 - 05.2026
- Served as primary point of contact for complex customer situations, providing expert guidance and solutions to internal teams and borrowers.
- Mentored and coached team members on best practices, resulting in improved performance and exceptionally low default rates.
- Managed escalated customer issues with speed and professionalism, ensuring timely resolution and high satisfaction.
- Led special projects including complaint analysis and call list management, delivering accurate and timely results.
Senior Collections Agent
Aspire Resources, Inc.
01.2013 - 06.2016
- Successfully resolved delinquent accounts through effective communication and negotiation, bringing accounts to current status.
- Consistently achieved monthly quality scores of 49+ while maintaining strong efficiency metrics (TBC under 10%).
- Conducted detailed analysis of customer complaints and reported actionable insights to management.
- Managed and updated manual call lists and assigned projects with high accuracy and attention to detail.
Education
High school diploma - undefined
Willits High-school
01-1992
Skills
Resolved customer issues effectively to enhance satisfaction levels
Assisted customers with complaints to improve service quality
Supported initiatives aimed at increasing customer loyalty
Timeline
Collections Coordinator
Aspire Resources, Inc.
06.2016 - 05.2026
Senior Collections Agent
Aspire Resources, Inc.
01.2013 - 06.2016
Customer Service Representative / Supervisor / QA Representative / Insurance Agent
Alorica
10.1997 - 12.2012
High school diploma - undefined
Willits High-school