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Professional Summary
Customer Service Representative Providing exceptional service, building loyal relationships, solving problems and increasing sales. Dynamic customer service professional experienced in both call center and retail store settings. Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Build and maintain enduring customer relationships to boost sales and generate repeat business.
Skill Highlights
  • Strong organizational skills
  • Active listening skills
  • Sharp problem solver
  • Dedicated to process improvement
  • Telecommunications knowledge
  • Proficient with Microsoft Office Suite
  • Proficient in customer account software
Professional Experience
Collections Agent 09/2016 to 12/2016 ERC Jacksonville, FL
  • Purge records if debt has been satisfied.
  • Report satisfied debts to credit bureaus.
  • Follow federal and state laws dealing with debt collection.
  • Print reports for management.
  • Initiate repossession proceedings or hand over account to law practice that specializes in debt collection.
  • Offer advice or refer customers to debt counselors.
  • Record new commitment to repay debt.
  • Send statements of delinquencies to credit bureau.
Customer Service Rep 02/2016 to 08/2016 JEA Jacksonville, FL
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Collected customer feedback and made process changes to exceed customer satisfaction goals.  
  • Made reasonable procedure exceptions to accommodate unusual customer requests.  
  •  Provided accurate and appropriate information in response to customer inquiries.
  •  Demonstrated mastery of customer service call script within specified timeframes.
  • Ran reports and supplied data to fulfill customer report requirements.
Cashier, Food Prep 04/2015 to 02/2016 Wendy's Jacksonville, FL
  • Prepared items according to written or verbal orders, working on several different orders simultaneously
  • Took necessary steps to meet customer needs and effectively resolve food or service issues. 
  • Resolved guest complaints promptly and professionally.
  • Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles.
  • Closely followed standard procedures for safe food preparation, assembly and presentation to ensure customer satisfaction.
Customer Service Rep 03/2012 to 04/2014 Converges Jacksonville, FL
  • Properly directed inbound calls in phone queues to improve call flow.
  • Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.

Education and Training
High School Diploma: Dimpla 2012 William.M.Raines High School Jacksonville, FL
Associate of Arts: Nursing 2014 Florida State College Jacksonville, Fl
This resume is created in 7 minutes.
Professional Summary
Motivated bilingual (English/Spanish) customer service specialist with over 7 years of experience in fast, team-based environment's. Patient and empathetic with extensive background in customer care, support and conflict resolution, desires a company to grow from within and further improve on customer service skills.
Bilingual (English/Spanish)
Work History
Paint Specialist Oct 2015 - Jan 2017
TRECO Painting Dallas, TX
  • Sold interior/exterior painting service's to home and business owner's using consultative selling techniques.
  • Consulted with clients to determine preference to meet overall design goals.
  • Assisted clients with budget considerations regarding products and materials.
  • Specified proper products and materials for each project.
  • Facilitated requests regarding product information, installation methods and product upgrade options.
  • Worked a flexible schedule, including weekends, depending on the needs of each project.

CSR & Collections Agent Dec 2011 - Sep 2015
Advanced TeleSolutions ATS Dallas, TX
  • Determined charges for services requested, collected deposits or payments, or arrange for billing.
  • Conferred with customers by telephone to provide information about products or services, took or entered orders, canceled accounts, or obtained details of complaints.
  • Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Checked to ensure that appropriate changes were made to resolve customers' problems.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Maintained friendly and professional customer interactions at all times.

CSR & Sales Agent Jan 2009 - Nov 2011
All My Son's Moving & storage Carrollton, TX
  • Contacted regular and prospective customers to explain services and products.
  • Answered customers' questions about services, prices, availability, product uses, and credit terms.
  • Estimated or quote prices, credit or contract terms, warranties, and delivery dates.
  • Developed financial plans based on analysis of clients' financial status, and discuss financial options with clients.
  • Recommended products to customers, based on customers' needs and interests.
  • Consulted with clients after move to ensure maximum customer satisfaction.

High School Diploma: Jan 2009
Newman Smith High School Carrollton, TX
This resume is created in 7 minutes.
  • Exceptional Customer Service
  • File/records maintenance
  • Reports generation and analysis
  • MS Word & Office Expertise
  • Superb Interpersonal Skills
  • Effective constructive feedback, & task delegation.
  • Training and development
  • Ability to multitask in a fast paced environment
  • Efficient at meeting and exceeding deadline obligations
  • Extraordinary Leader in Team Building
Results-focused management professional offering 7 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
  • Served as an Organization Representative overseas successfully launching and developing a non for profit chapter of "City Year" in London.
  • I received three promotions in four years.
  • Maintained a customer satisfaction rating of greater than 90% since January 2016.
Business Manager Nov 2012 to Jun 2016
Hampton Development Atlanta, GA
  • Drafted action plans and led meetings with department executives to review project status and proposed changes.
  • Delivered status reports to stakeholders for budgeting and planning purposes.
  • Served as the single point of contact for project scheduling and changes.
  • Developed slideshows and other forms of media to present project progress to the executive team.
  • Executed proof of concept implementations to validate product feasibility.
  • Served as mentor to junior team members.
  • Created training manuals targeted at resolving even the most difficult customer issues.
Manager Aug 2007 to May 2009
City Year Chicago, IL
  • Carried out the day to day administration of the service corp, including After School Programming, Literacy Tutoring, Budget Coordination, and Team Sponsor Liaison.
  • Led a 100 member service corp providing on site training.
  • Monitored multiple databases to keep track of all company inventory.
  • Designed and implemented community service projects for up to 1,000 people.
  • Completed a 2 year term receiving education awards in the amount of $9,000.
High School Diploma, General Education/ Business Prep 2004 Mother McAuley Liberal Arts Highschool Chicago, IL, USA
Customer Service Management coursework.
Top 5% of class.
This resume is created in 7 minutes.
  • 2 / 7182-2450 Sportsbook Knowledge (Sales, Wagering, Customer Service)
  • Networking knowledge (Firewalls, Anti Virus, TCP & UDP Rules)
  • Software (SAP, Sales Force, AS400, Citrix, Excel, Word, Lamp )
  • Technical Support Skills (PC, Outlook, Android, Iphone, Mac & Routers)
  • Collections & Sales Skills (Manage My Own Portfolio Of Clients)
Spanish- English
05/2016 to 05/2017
Hewlett Packard Enterprise Mobility Workplace Services
  • Provide On-line telephone IT technical support to end users on their mobile and desktop platforms.
  • Support consist the highest level expertise on standard software application packages, the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc.).
  • Technical support agent that handles the most complex applications and troubleshooting steps in a lowest amount of time.
06/2015 to 12/2015
Jesus Quiros, Supervisor Hewlett Packard
  • GSD Quality Process Improvement Ensure quality in HP Dispatch account in order to comply and met requirements of third and first party business contracts, Responsible for gathering customer insights and intelligence to identify, prioritize and lead improvements in customer experience to achieve improved business results.
01/2014 to 06/2015
Sr, Sales Representative Rurik Hernandez
  • Inbound Sales calls regarding satellite radio activations and taking payments over the phone.
04/2012 to 01/2013
Accounts Receivable Sr. Associate Team Member Greivin Chamorro, Supervisor Thomson Reuters Ultra Park 2
  • Assist with year end metric, collected the goal on my own portfolio per month and reach the goal.
  • Draw up monthly financial reports; prepare analysis of accounts as requested.
  • Account/bank reconciliations.
  • Review and process payments and invoices over the phone, email, chat and apply them correctly.
10/2011 to 04/2012
Collections Agent & Loan Analyst Pamela Loaiza, Supervisor Eclipse In Action Mall San Pedro
  • Dealing with incoming and outgoing calls with past due amount and offer different methods of payments and setup future payments to bring the loan current.
12/2009 to 10/2011
Collections & Loan Counselor Agent, Fraud Analyst Bank Of America
12/2006 to 10/2009
Customer Service, Sales & Clerk Agent Centro Ejecutivo Paseo Colon
06/2004 to 11/2006
Technical Support Representative & Sales Stream Global Services
  • Bachiller en letras.
01/1999 to 01/2000
  • Centro Cultural Costarricense norteamericano.
01/1995 to 01/1999
Liceo Jose María Castro Madriz
01/1988 to 01/1994
  • Escuela Naciones Unidas.
Luanna Alvarez, Supervisor Zona Franca Del Este
  • Inbound and outbound calls related to foreclosure & mortgages in the U.S.
  • Debt counseling advisor, find solutions to save customers properties already past due, take payments over the phone, postpone foreclosure sale dates, verify loan documents and sensitive information like Credit History.
Jessica Vargas, Supervisor Heredia. S.J
Anti Virus, AS400, bank reconciliations, Citrix, contracts, Draw, counseling, Credit, Clients, Customer Service, desktops, email, English, financial reports, Firewalls, HP, Lamp, laptops, Mac, messaging, access, Excel, Outlook, Word, Networking, Process Improvement, Quality, radio, Routers, Sales Skills, Sales, SAP, Spanish, Technical support, Telephone, phone, troubleshooting
Additional Information
  • I.D. Number: 1-1153-0405 Birth Date: October 16th 1982 Address: Residencial El Bosque, San Francisco de Dos Ríos, # 271
  • Personal Quality Active person,multitasking and fast learner and discreet in all responsibility aspects. Capacity to exercises individual work as a team work and willing to work under pressure.