10+ years of Customer support, Sales, Collection, and Appointment Setter Expertise in CRM, Vicidial, Zendesk, Hubspot, Convonso, Slack, Calendly, Sale

Servicing College students, parents, and faculty across North America by delivering textbooks and course materials, managing campus bookstores, and elevating school spirit through branded retail solutions, by either mail or phone support.

•Delivered outstanding service to customers to maintain and extend relationships for future business opportunities

•Helping consumers seeking assistance in healthcare

•Consulted with customers to assess needs and propose optimal solutions.

•Delivered outstanding service to customers to maintain and extend relationships for future business opportunities

•Processing and analysis of payment files to ensure accuracy of posting and adherence to payment

•Create and update all process documentation for accountabilities under this role

•Monitor and take action on customer inquiries for payment research and pre-authorized payment enrollments

•Investigation into payment exceptions to ensure payment applied to correct account

•Investigate and resolve customer escalations for Zoura-billed accounts and payment research inquiries, ensuring a high degree of customer focus

•Taking the lead on daily activities related to Payment Application, WF monitoring, inbox management, and ensuring refunds and payment processes are working as expected

•Work closely with Revenue Assurance Analysts and the Manager of Revenue Assurance

•Maintained a high volume of calls and met the demands of a busy and productive group

•Worked in a call center environment handling manual and automatically dialed outbound calls.

•Negotiated payment plans with customers to prevent accounts from entering collections.

•Skip Tracer

• Clicker

• Transfer Agent

•Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

•Listened to customers and negotiated solutions that met creditor and debtor needs.