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Customer Service & Collections Specialist with 8+ years in telecommunications
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Competencies
Provided empathetic, assertive support to customers, resolving issues related to orders, payments, and technical features.
Monitored and managed customer payment commitments, renegotiated terms, and executed recovery strategies.
Utilized tools like Avaya, Salesforce, and AWS to assist customers with technical features and troubleshoot issues.
Applied active listening, de-escalation, and negotiation skills to resolve conflicts and improve customer relationships.
Tracked and improved key performance indicators to meet service standards and enhance productivity.
Education
Languages
Summary
Experienced in customer support, debt management, and technical troubleshooting across telecom and finance sectors. Skilled in negotiation, problem solving, and KPI management to ensure customer satisfaction and portfolio efficiency.
Key Achievements
- Handled diverse customer queries, including order status, shipping info, and feature guidance across two companies.
- Managed customer payment plans and conducted debt recovery, reporting on portfolio status and ensuring compliance.
- Developed skills in technical support, negotiation, and de-escalation, consistently maintaining customer satisfaction.
Experience
Customer Service Agent
Schedule package pickups at residences and businesses., Query and provide information on order status and shipping dates, Redirect and correct orders information., Order supplies, provide and/or contact locations or other departments, Empathetic and assertive customer orientation and cases...
Customer Service Agent
Collections Agent
Monitoring customer payment commitments and reporting defaults., Managing payment agreements and financing plans., Preparing and sending collection management and control reports., Advising customers on registering payment methods and enrolling in automated payments., Assessing the payment capacity...