Dedicated professional with over 8 years of experience in collections, customer service, and team leadership. Skilled in dispute resolution, account management, and stakeholder communication, with a strong track record of mentoring peers and driving process improvements.
Managed and optimized receivables processes, ensuring timely collections and dispute resolution.
Provided high-quality support via calls and chats, handling inquiries, complaints, and billing issues effectively.
Led teams to improve KPIs, coached agents, and developed strategies to enhance performance metrics.
Managed and resolved account disputes ensuring compliance and customer satisfaction.
Experian
Mentored colleagues by sharing effective collection strategies and best practices to improve recovery results., Managed loan counseling activities and conducted quality assurance analyses to ensure compliance and performance standards., Served as the primary point of contact for assigned accounts,...
Vialinx
Led the collections team by monitoring key performance indicators, including handle time, quality assurance, and customer satisfaction, while developing strategies to improve collection metrics., Implemented retention strategies to prevent cancellations of monthly credit report and credit score...
Hewlett-Packard (HP)
Handled inbound calls and chat interactions from customers regarding billing inquiries, including monthly fees, collection accounts, and billing statements.
English Teaching
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