Dedicated and adaptable customer service professional with over 12 years of experience in contact center operations, specializing in customer care, collections, disconnections, and back-office support. Proven ability to manage diverse roles across multiple accounts such as Alinta Energy, Optus, Security Bank, and T-Mobile NA. Recognized for exceptional productivity, quality scores, and a consistent track record of performance across roles.
Key Achievements:
Consistently ranked as Top Collector and Most Productive Agent in multiple roles.
Successfully trained and upskilled in specialized areas including Disconnection Processing, Skip Tracing, and Field Service Reporting.
Achieved perfect QA scores during training periods and probation across several companies.
Quantifiable Impact:
Boosted collection recovery by maintaining top productivity across three consecutive months.
Maintained low Average Handle Time (AHT) while achieving customer satisfaction and resolution goals.
Skills:
Customer Care & Technical Support (voice & email)
Billing & Disconnection Management
Collections & Dispute Resolution
Administrative & Back-office Operations
Skip Tracing & Field Service Coordination
Typing, Email Communication & Reporting
