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Collections Specialist at CCSI with expertise in client negotiations and team leadership
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Competencies
Expertise in building strong client relationships, ensuring satisfaction and loyalty through personalized service.
Skilled in negotiating payment plans and recovering overdue accounts while maintaining compliance and professionalism.
Proven ability to lead, motivate, and develop teams to achieve operational excellence and high service standards.
Proficient in Salesforce, Five9, and similar platforms to manage customer interactions and data effectively.
Experienced in resolving disputes and handling escalations to ensure customer satisfaction and issue resolution.
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Summary
Dedicated professional with extensive experience in collections, customer service, team leadership, and negotiation. Adept at driving client satisfaction, team development, and operational efficiency.
Key Achievements
- Successfully managed high-volume collection calls, recovering overdue accounts while ensuring compliance with regulations.
- Led and coached customer service teams to consistently achieve high performance and service standards.
- Streamlined back-office operations, enhancing documentation review processes and policy adherence.
- Delivered tailored payment solutions through negotiation, improving recovery rates and customer satisfaction.
- Provided exceptional customer service in sales roles, maintaining in-depth product knowledge and client relationships.
Experience
Collections Representative
Managed high-volume outbound and inbound collection calls to recover past-due accounts in compliance with company and federal guidelines., Negotiated payment arrangements with clients while maintaining professionalism and empathy., Documented all client interactions in CRM systems accurately and timely., Consistently met or exceeded daily and monthly recovery goals.
Team Lead / Back Office / Customer Service
Led a team of customer service agents, providing coaching, performance feedback, and support to ensure high service standards., Managed back-office operations including documentation review, policy processing, and account updates., Resolved escalated client issues with professionalism and efficiency., Trained new hires and helped develop team members’ skills through mentoring and ongoing support., Collaborated with cross-functional teams to improve workflow and enhance customer satisfaction.
Sales & Customer Service Representative
Sold automotive parts and accessories to retail and wholesale clients, maintaining in-depth knowledge of product features and compatibility., Delivered exceptional customer service both in-person and over the phone, assisting clients with product inquiries, orders, and returns., Maintained inventory accuracy and processed transactions using POS and inventory management systems., Built strong client relationships, resulting in repeat business and positive customer feedback.