MARWIN JAY MAJAIT
CUSTOMER SERVICE REPRESENTATIVE / FIRST PARTY COLLECTOR
Tolosa, Province of Leyte,LUN
Summary
Adept at fostering client relationships and streamlining debt collection for Synchrony Global Financial, I excel in collections processing and empathetic customer service. My proactive approach has significantly improved customer satisfaction and recovery rates, demonstrating strong problem-solving and negotiation skills. Achieved top performer status by blending technical support expertise with exceptional communication abilities.
Overview
8
8
years of professional experience
Work History
CUSTOMER SERVICE/ FIRS PARTY COLLECTOR
SYBCHRONY GLOBAL FINANCIAL
09.2021 - Current
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Worked with customer to create debt repayment plan based on current financial condition.
- Analyzed customer financial records to determine appropriate payment plan.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
CUSTOMER SERVICE REPRESENTATIVE /IT Technical Support Specialist
TELETECH (BEST BUY/ GEEK SQUAD AND VERIZON FIOS)
08.2016 - 09.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Bachelor of Science - SECONDARY EDUCATION
BILIRAN STATE UNIVERSITY
NAVAL BILIRAN 04.2001 -
Skills
Collections processing
Timeline
CUSTOMER SERVICE/ FIRS PARTY COLLECTOR
SYBCHRONY GLOBAL FINANCIAL
09.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE /IT Technical Support Specialist
TELETECH (BEST BUY/ GEEK SQUAD AND VERIZON FIOS)
08.2016 - 09.2022
Bachelor of Science - SECONDARY EDUCATION
BILIRAN STATE UNIVERSITY
04.2001 -
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