I am a customer service and operations professional with extensive experience in collections, call center support, team supervision, and administrative assistant services. I have handled high call volumes, managed escalations, and provided detailed reporting and administrative support to ensure smooth operations. My expertise includes customer service, collections support, call handling, escalation management, communication, negotiation, data entry, scheduling, appointment setting, operations support, process compliance, and sales support.
Throughout my career, I have delivered administrative and customer support services for small business clients remotely, managing inbound and outbound communications, email support, and chat assistance. I am skilled in data entry, record updates, document organization, and coordinating client calendars to maintain efficient scheduling and appointment setting.
In my role as an Operations Supervisor for a financial services support program, I directed team performance, supervised agent calls, and maintained performance metrics to meet client standards. I monitored team statistics, conducted call audits, prepared operational reports, and delivered coaching sessions to improve customer handling and compliance.
Previously, as a Collections Customer Service Representative, I handled 30-50 daily inbound and outbound calls, assisting customers with payment arrangements and account inquiries while ensuring compliance with financial service guidelines. I managed escalations, negotiated resolutions, processed account updates, and maintained accurate records to support reporting requirements.
I am committed to providing excellent customer service and operational support, leveraging my skills to enhance team productivity and client satisfaction. I am adaptable, detail-oriented, and thrive in fast-paced environments requiring effective communication and problem-solving abilities.RIN
Delivered administrative and customer support services for small business clients through Upwork including inbound and outbound communication, email support, and chat assistance. Managed data entry tasks, record updates, and document organization for client databases. Coordinated scheduling and appointment setting for client calendars. Assisted with sales support tasks and customer inquiries to maintain service responsiveness.
Directed team performance for a financial services support program at Foundever delivering Ally Bank credit and banking support, managing daily operations, supervising agent calls, and maintaining performance metrics across a service team while meeting reporting and compliance standards. Monitored team statistics, call quality, and productivity metrics to ensure adherence to client performance standards and service level targets. Conducted call audits and quality reviews to identify service gaps and provide performance feedback. Prepared monthly operational reports and tracked performance data for internal leadership and client updates. Delivered coaching sessions and feedback to agents to improve customer handling, compliance, and resolution efficiency.
Handled 30-50 daily inbound and outbound calls for Ally Bank collections support at Foundever, assisting customers with payment arrangements, account inquiries, and issue resolution while maintaining compliance with financial service guidelines. Managed escalations and complex customer concerns requiring negotiation and conflict resolution. Processed account updates, payment commitments, and documentation within internal systems. Provided clear communication to customers regarding balances, payment options, and account status. Maintained accurate records and call notes to support compliance and reporting requirements.
Senior High School ABM Strand
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