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199 W BROADWAY 204, PATERSON, US, 07522
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PROFESSIONAL SUMMARYCustomer service representative with over 5+ years of experience excelling in customer relations and data management. Proficiency in data entry, 10 key and Microsoft Word, with a strong foundation in virtualization security and data confidentiality. Demonstrates critical thinking and dependable problem-solving skills, consistently exceeding customer expectations while utilizing CRM tools and help desk software to enhance service delivery. SKILLSCustomer Service, Multitasking, Order Claims, Chat Technology, Virtualization Security, Data Confidentiality, Critical Thinking, Data Entry, Typing 40+ WPM, Microsoft Office, Customer Retention, Problem Solving, Time Management, CRM Optimization.EMPLOYMENT HISTORYRESIDENTIAL DIRECT SALES/ACCOUNTS EXECUTIVE Jun 2022 - Apr 2024 Altice USA Oakland, NjCOLLECTIONS AGENT Dec 2020 - May 2022Cardworks Servicing RemoteCOLLECTIONS AGENT Sep 2015 - Jun 2016Global Solutions BPO Belize City, BelizeAPPOINTMENT COORDINATOR Nov 2014 - Jul 2015Alliance BPO Belize City, BelizeRETENTION SPECIALIST Aug 2012 - Oct 2014Ready Call Center Belize City, BelizeAnalyze customer needs to recommend suitable products, enhancing satisfaction and retention. Utilize CRM tools for accurate package completion, ensuring streamlined sales processes. Educate clients on product usage, fostering informed decisions and customer loyalty. Achieved monthly sales targets consistently with a 95% rating contributing to overall team success. Managed high-volume calls, taking over 10+ calls per hour, achieving consistent payment resolutions with delinquent customers.Generated detailed management reports, enhancing collection strategy effectiveness. Negotiated payment plans, improving customer relations and reducing overdue balances by 80%. Trained new employees, creating a collaborative team environment in collections processes. Managed high-volume calls, resolving delinquent accounts with effective negotiation skills and maintaining high customer service metrics of 95%.Provided comprehensive reports to management, enhancing decision-making processes. Coached new employees on collections, improving team efficiency and performance by 90%. Ensured compliance with legal regulations, maintaining ethical collection practices. Scheduled and coordinated client-staff meetings, enhancing communication and workflow. Assisted clients with appointment management, ensuring seamless scheduling and modifications. Compiled and analyzed appointment data, identifying trends in cancellations and reschedules. Managed administrative tasks including filing, data entry, and document preparation efficiently. Processed service payments accurately, adhering to company policies and procedures. Resolved customer issues swiftly, enhancing satisfaction and retention metrics. Designed tailored loyalty programs, boosting customer engagement by 75%. Handled escalated calls, improving customer relations and reducing churn. Analyzed feedback to refine retention strategies, achieving measurable success. EDUCATIONAll Saints Primary School Belize City, BelizeNazarene High School Belize City, BelizeCOURSESMENTAL HEALTH TRAINING 2019Mental Health TrainingGENERAL STUDIES 2021General Studies