TYWANA WASHINGTON-SMITH
Brooklyn
Summary
Dynamic Customer Service Specialist with proven expertise at Portfolio Recovery Associates, excelling in complaint resolution and customer relationship management. Adept at building rapport and enhancing customer satisfaction through effective communication. Skilled in data entry and payment processing, consistently contributing to team success and improving service delivery.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Portfolio Recovery Associates
07.2013 - 05.2025
- Assisted customers with inquiries, providing accurate information on products and services.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Maintained detailed records of customer interactions in CRM systems for tracking purposes.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Supported onboarding processes by training new staff on customer service protocols and procedures.
- Participated in team meetings to discuss strategies for enhancing overall customer experience.
Education
Associate of Applied Science - Criminal Justice
05-2013
- Honoree of Cum Laude
Skills
- Customer service
- Good communication skills
- Customer account resolution
- Data entry
- Building rapport
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Complaint handling
- Customer relationship management
- Account management
- Payment processing
- Quality control
Accomplishments
During my time with Portfolio Recovery Associates as a Customer Service Specialist I received several awards. I received multiple awards for excellent compliance, Elite status award for finishing top 5 in collections within the company several times, President's list for collecting over 5 million dollars and Employee of the year 3 times within the past 4 years.
Timeline
Customer Service Specialist - Portfolio Recovery Associates
07.2013 - 05.2025
Thomas Nelson Community College - Associate of Applied Science, Criminal Justice
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