Ann Hardy
Dunmore
Summary
Results-driven Sr Collections Agent with a proven track record in maximizing revenue recovery and enhancing client relationships through effective communication and problem resolution.
Overview
24
24
years of professional experience
Work History
Sr Collections Agent
UPS-SCS
01.2012 - Current
- Assisted customers in understanding account balances and payment options.
- Resolved billing discrepancies to improve customer satisfaction.
- Documented interactions in collections software for accurate record-keeping.
- Communicated with clients to negotiate payment plans effectively.
- Collaborated with team members to streamline collection processes.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Researched accounts and completed due diligence to resolve collection problems.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Researched billing errors and discrepancies to initiate corrective action.
- Generated and distributed monthly customer statements.
- Entered client details and notes into system for interdepartmental access and review.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Inventory Management
UPS-SCS
09.2009 - 01.2012
- Streamlined parts inventory management through diligent organization and tracking system.
- Streamlined parts inventory management through diligent tracking and recordkeeping.
- Streamlined inventory management through consistent organization and labeling of products.
- Overhauled inventory management system for increased accuracy and reduced discrepancies.
- Assisted in inventory management, conducting regular audits to ensure accuracy.
- Assisted in inventory management, organizing and restocking materials as needed.
- Oversaw inventory management which resulted in minimal stock discrepancies.
Call Center Representative
UPS-SCS
01.2002 - 01.2011
- Managed high-volume inbound calls while providing exceptional customer service and support.
- Documented call information accurately within CRM systems to maintain up-to-date records.
- Collaborated with cross-functional teams to address complex customer issues and improve service delivery.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
No Degree - Real Estate Brokers License
Bud Crawley School of Real Estate
Phoenix, AZ09-1980
Bachelor of Science - Social Science With A Concentration in Sociology
Lock Haven University
Lock Haven, PA06-1971
Skills
- Collections processing
- Account management
- Credit adjustments
- Delinquent account management
- Account auditing
- Goal orientation
- Aged account reporting
- Accounts receivable specialist
- Outbound calling
- Collections
- Relationship building
- Decision-making
- Account review
- Records maintenance
- Proficiency in [software]
- Word processing
- Customer relationship management
- Billing problem resolution
- Attention to detail
- Updating customer accounts
- Investigative research
- Database maintenance
- Issue investigation
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Documented and resolved [Issue] which led to [Results].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Sr Collections Agent
UPS-SCS
01.2012 - Current
Inventory Management
UPS-SCS
09.2009 - 01.2012
Call Center Representative
UPS-SCS
01.2002 - 01.2011
No Degree - Real Estate Brokers License
Bud Crawley School of Real Estate
Bachelor of Science - Social Science With A Concentration in Sociology
Lock Haven University