Summary
Overview
Work History
Education
Skills
Timeline
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Vicki Ross

Temple

Summary

Adept at navigating high-stress situations, I excelled in customer service and collections at Intelogix, enhancing client loyalty through empathetic dispute resolution and effective debt negotiation. My proactive approach in account management and relationship building led to notable productivity increases, demonstrating my commitment to excellence and ability to exceed performance metrics.

Overview

5
5
years of professional experience

Work History

Collections Agent

Intelogix
04.2024 - 01.2025
  • 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.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • 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.

Customer Service Representative

City of Austin/AppleOne
05.2023 - 03.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Customer Service Representative

Teleperformance
01.2020 - 03.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Education

Associate Of Applied Business - Businesses Administration

Temple College
Temple, TX
05.2004

Skills

  • Payment arrangement
  • Skip tracing
  • Collections processing
  • Account management
  • Debt negotiation
  • Billing procedures
  • Fair debt practices
  • Billing and collections best practices
  • Outbound calling
  • Relationship building
  • Call center experience
  • Customer research
  • Account review

Timeline

Collections Agent

Intelogix
04.2024 - 01.2025

Customer Service Representative

City of Austin/AppleOne
05.2023 - 03.2024

Customer Service Representative

Teleperformance
01.2020 - 03.2023

Associate Of Applied Business - Businesses Administration

Temple College

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Vicki Ross