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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Amber SkySan Antonio, TX Street Address
Phone:PHONE NUMBER AVAILABLEEMAIL AVAILABLECareer Overview*Excellent communicator with 20+ years experience working in a demanding call center environment as a customer service representative. Professional Collections experience for the past 12+ years. Supervisor/Management experience. Experienced Data Entry . Client Relations Experience.Core Strengths*MS Windows proficient*Fast learner*Multi-line phone usage*Telecommunication skills*10key*data entry*Strong organizational skills*English/Spanish fluency*Strong written and verbal communication skills*Conflict resolutionAccomplishments*Customer ServiceResearched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.*Telephone ServiceProfessionally processed 150+calls per day, providing information and service to ensure customer satisfaction.*Customer Relations:Earned highest marks for customer satisfaction, company-wide. Work ExperienceAugust 2001 to April 2010Account Services San Antonio, Tx. *USAACollector*Reviewed collection reports to determine the status of collections and the amounts of outstanding balances. Oversaw daily office operations for staff of 20+ employees. Provided customer service for an average of 150 calls per day, answering customer inquiries, solving problems, and generating funds for past due/delinquent accounts. April 2010 to March 2012LTD Financial San Antonio, TX*USAA Collector*Provided customer service for an average of 150 calls per day, answering customer inquiries, solving problems, and securing funds for past due/delinquent accounts. Managed quality communication and customer support for each client. Worked under strict deadlines and exceeded expectations.May 2012 to December 2014West(Alorica)Converse, Tx.*Pharmacy Help Desk Advocate* Reviewed information regularly on websites and pages to ensure that it was accurate.* Trouble shot and resolved web application issues escalated from customer support and other departments with a 100% success rate. Consulted with customers with issues to determine best methods to resolve service issues in a professional and courteous manner. November 2014 to February 2016Care Improvement Plus(United HealthCare) San Antonio, TX*Workforce Supervisor*Supervise and lead a staff of Workforce Analysts to achieve stated organizational goals.*Ensured workflow direction was adhered to. (audit work, router profiles, follow-ups with Ops leadership for adherence, etc.)*Monitor KMIs (Inventory projections, performance guarantees, and overtime budget, etc.)to ensure they are meter exceeded, through daily/weekly/monthly work direction, forecasting, planning and analytics.*Assisted Partners in preparing talking points and remediation plans for any misses.*Escalate roadblocks, holds, aged inventory etc. that would be impacting the inventory.*Ensure appropriate capacity was assigned to complete all inventory as it related to assigned policies including specialty processing through partnering with leadership, training, and planning.*Became a Trusted Advisor measured by achieving a high level of site satisfaction with workforce management, inventory, and capacity related services.June 2016 to December 2019MG Home Remodeling San Antonio, Texas*Subcontractor*Interacted with homeowners to understand the job specifics and expectations.*Performed daily tasks pertaining to customer accounts, including purchasing, sales and marketing to increase service and efficiency.*Built and maintained loyal, long-term customer relationships through effective account management and exceptional work. Dec 2019 to July 2023Charter Communications(Spectrum).*Technical Support Specialist.*Daily task included assistance to members with phone, cable, or internet issues. Handled inbound and outbound escalated calls.*Set up appointments for person to person assistance. Requirement of employment included thorough daily monthly, and quarterly call quality and performance goals which were met and exceeded. Aug 2023-Feb 2024(Contract)Pentagon Federal Credit Union(Penfed) *Member Services (Collections)*Responsible for assisting and educating members in their delinquent accounts ranging from 1 to 180 days past due.*Maintaining strict deadlines as well as high expectations of call quality, metrics, and performance goals set by clients.*Knowledgeable of collection policies and procedures to identify course of action for accounts needing additional actions, including but not limited to bankruptcy, charge offs, and settlements. Educational BackgroundSchools/College:*Judson High School Converse, TX.*High School Diploma-Class of 1992Military Service:*United States Navy San Diego, CA.*September 1992 thru 1996 |
