Valencia Ward
Eufaula
Summary
- Proven expert in customer relationship management and debt negotiation, I've significantly enhanced client retention and satisfaction at Verizon Wireless. My adept problem-solving and empathetic communication skills have consistently exceeded targets, achieving notable customer loyalty and repayment outcomes. This blend of achievements underscores my ability to excel in dynamic, customer-focused environments.
- As collections professional, capable of managing high-volume accounts with focus on achieving positive results. History of implementing effective collection strategies and negotiating payment arrangements. Team player known for adaptability and reliability, with strong communication and negotiation skills.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Verizon Wireless
08.2011 - 12.2019
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Responsible for assisting customers with activating mobile devices by utilizing top tier customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained detailed records of customer interactions, ensuring proper follow up and resolution of issues.
Retention Specialist
Spectrum
01.2019 - 04.2022
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Conducted performance reviews and provided feedback to managers on employee performance.
Collections Agent
MRS Associates
04.2022 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used probing techniques to determine debtors' reasons for delinquency.
Education
High School Diploma -
Abbeville High School
Abbeville, AL05-2010
Skills
- Payment arrangement
- Collections processing
- Account management
- Debt negotiation
- Repayment plan structuring
- Upselling and cross selling
- Cross-functional communication
- Customer retention strategies
- Customer relationship management
- Good communication skills
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Complaint handling
- Problem resolution
Timeline
Collections Agent
MRS Associates
04.2022 - Current
Retention Specialist
Spectrum
01.2019 - 04.2022
Customer Service Specialist
Verizon Wireless
08.2011 - 12.2019
High School Diploma -
Abbeville High School
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