Collection Specialist | CITIBANK (CITIGROUP BUSINESS PROCESS SOLUTIONS)
March 6, 2017 – July 31, 2024
* Support Role as a Back-up Team Lead:
1. Spearheaded team weekly and/or monthly progress meetings.
2. Gathered daily data for end-of-day reporting, ensuring completeness and accuracy. 3. Took escalation calls as necessary.?
* Dunning Activities:
1. Worked closely with supervisors on activities conducted with the Recovery Team.? * Team Targets:
1.Controlled and increased collections/recoveries from all written accounts.
2. Conducted skip tracing to develop external contacts and leads.
3. Updated credit reporting with payment plans available from the bank.
CONCENTRIX (Previously CONVERGYS) Customer Service Associate- Billing and Sale Specialist
June 11, 2014 – February 23, 2017
* Resolved supervisory calls for billing, technical support, programming, and customer support.
* Assisted clients with billing concerns, programming, and technical issues.
* Processed client orders in compliance with company policies and procedures.
Founder (Previously SITEL) Customer Service Representative - Escalation
December 19, 2011 – April 16, 2014
* Managed supervisory calls and provided feedback to agents.
* Assisted clients with newspaper subscriptions and negotiated to retain current services.
* Processed client orders and achieved monthly targets for account openings, retained accounts, and upgraded subscriptions.
