Account Manager with collections and account resolution experience across retail, telecommunications, and financial services. Manages third-party collections for 101+ delinquent accounts per month, negotiates payment arrangements, and investigates delinquent accounts while supporting customers through credit recovery. Delivers account goals through clear communication, conflict resolution, and steady performance against targets.
Account management
Collections
Billing & disputes
Customer retention
Payment arrangement negotiation
Quality assurance
Escalation resolution
Call coaching
Performance reporting
Dispute investigation
Salesforce CRM
Zendesk
Workforce management
SLA management
Work scheduling
Customer journey mapping
Churn analysis
Revenue forecasting
Root cause analysis
Process improvement
Cross-functional coordination
I am excited to apply for a role in your team, bringing over six years of proven experience in customer service, collections, and quality analysis. At Teleperformance, Sitel, Sutherland Global Services, and IQor Clark, I consistently helped customers resolve billing and account issues, tracked orders, and improved processes, earning a promotion to Quality Analyst. Known for my strong communication skills, organization, and ability to work independently or collaboratively, I am confident in delivering results that support your company’s growth and customer satisfaction. I’m a hardworking employee in the past 7 years I always strive for success and making sure that I will do any task beyond my strength and capabilities to help the company’s growth in the future.
Customer Relationship Management
Salesforce
Zendesk (Emails, Chats & Client Calls)
Microsoft
Telegence (internal payment records
Best Employee of the Year
Reading
Podcasts
Meditation