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Customer Service & Collection Specialist with 5+ years in Customer Support and Debt Recovery
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Competencies
Proven ability to deliver timely, effective support, resolving issues and enhancing customer satisfaction.
Skilled in recovering overdue accounts through strategic negotiations and payment agreements.
Experienced in leading, coaching, and motivating teams to achieve performance goals.
Capable of managing records, scheduling, and supporting institutional administrative processes.
Proficient in CRM systems, Google Workspace, and Microsoft Office suite for efficient workflows.
Education
Languages
Summary
Dedicated professional with over 5 years of experience in customer support, team leadership, and debt collection. Skilled at enhancing customer satisfaction, achieving targets, and improving operational efficiency.
Key Achievements
- Consistently met and exceeded monthly collection targets through effective negotiation strategies.
- Led and coached customer service teams to improve KPI performance and customer satisfaction.
- Reduced appointment cancellations by implementing effective follow-up and reminder systems.
- Successfully identified upselling opportunities, increasing revenue during customer interactions.
- Managed high-volume calls efficiently in fast-paced call center environments.
Experience
Debt Collector
Recovered overdue accounts by negotiating effective payment agreements.. Consistently met monthly collection targets and KPIs.. Managed high-volume inbound and outbound calls in a call center environment.. Handled objections and difficult customers using assertive and empathetic communication.. Updated and tracked payments using CRM systems.
Customer Service & Upselling Representative
Provided timely customer support and effective issue resolution.. Identified and converted upselling opportunities during service interactions.. Consistently met sales and customer satisfaction goals.
Customer Service Supervisor
Supervised and led a team of customer service agents.. Monitored performance metrics and ensured KPI compliance.. Conducted individual and group coaching to drive continuous improvement.. Resolved escalated customer cases, ensuring high satisfaction levels.
Customer Service Representative – Orthodontics Scheduling
Coordinated appointments for an orthodontic clinic.. Maintained accurate patient records and updated databases.. Implemented reminders and follow-ups, reducing cancellations and no-shows.
Administrative Pedagogy
Supported educational and administrative processes.. Assisted with document organization and institutional reporting.. Developed teamwork, organizational, and administrative skills.