Tor'Reian Grose
Mansfield,OH
Summary
Lead Collection Specialist with strong expertise in debt recovery and account management. Proven ability to drive results through effective communication and negotiation skills. Known for fostering team collaboration and adapting to changing needs. Skilled in managing high-priority accounts, conflict resolution, and strategic planning. Reliable and results-driven, with focus on achieving organizational goals.
Overview
7
7
years of professional experience
Work History
Lead Collection Specialist
Discover Financial Services
10.2022 - Current
- Responsible for collecting high risk, delinquent credit card accounts through varying channels
- Minimize losses to the company and prevent accounts from charging off
- Use multi-tasking skills to handle back-to-back calls in a fast-paced environment
- Enrolling in programs to help the card members
- Negotiate
- Inbound and outbound calling
- Responsible for collecting delinquent credit card accounts through varying channels (outbound, inbound, assigned queues and chat sessions)
- Minimizes losses to the company by determining the best method or tool to collect on delinquent accounts
- Utilizes professional and persuasive communications to keep the goodwill of customers
- Responsible for leaving professional and urgent messages in an attempt to get the customer to call back
- Uses multi-tasking skills to handle back-to-back calls in a fast-paced call center environment
- Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management
- Reviews past due accounts and calls customer to arrange an acceptable payment program for accounts from which sufficient funds cannot be collected
- Builds rapport with the cardmembers and works with customers to secure repayment on delinquent accounts
- Reviews credit and other available information on delinquent accounts, evaluate prospects for collection of delinquent amount
- Handles difficult collection calls as determined by center management
Customer Service Rep
STARTEK
03.2021 - 07.2022
- For AT&T FirstNet
- Customer service, sales and tech support
Associate
KD pizza
03.2020 - 12.2020
- Costumer service
- Took calls
- Made food
Associate
Kohl's
08.2018 - 12.2018
- Customer service
- Handled money
- Organized products
Associate
School Specialty, Inc.
05.2018 - 08.2018
- Filler, packaging
Education
High school diploma -
Mansfield High School
Mansfield, OH05.2019
Skills
- Account Management
- Debits & Credits
- Sales
- Customer service
- Technical Support
- Troubleshooting
- Communication skills
- Account manager
- Strong negotiation skills
- Debt recovery expertise
- Professionalism and integrity
- Financial analysis proficiency
- Stress management techniques
- Call center experience
- Account management
- Multitasking
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Lead Collection Specialist
Discover Financial Services
10.2022 - Current
Customer Service Rep
STARTEK
03.2021 - 07.2022
Associate
KD pizza
03.2020 - 12.2020
Associate
Kohl's
08.2018 - 12.2018
Associate
School Specialty, Inc.
05.2018 - 08.2018
High school diploma -
Mansfield High School
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