Experience

Affinity_Global

• Canada
• Outsourcing/Offshoring
• 100 - 200 Employee

• Customer Service Representative

  • Apr 2018 - Present

  Credit Risk Operations AR (Team Lead) Feb 2020 - Apr 2022 • Co-ordinate, delegate and review the work of team members engaged in providing telephone and internet information services to customers • Identified and developed business opportunities on customer calls; built and strengthened customer relationships by uncovering needs and providing relevant advice and solutions. • Established a strong reputation for trust and integrity in the work environment, dealing with delicate as well as high volume transactions on behalf of the client. • Managed and resolve conflicts among team members • Coached, mentored, and developed team members to achieve company’s goals • Oriented and trained new team members in job duties and company policies • Managed direct reports and give feedback to management Credit Operation AR June 2018 – Jan 2020 • Handle inbound and outbound calls of existing customers (50/60 calls per shift) • Analyze information presented by the customer and identify solutions or next step based on the nature of the inquiry • Negotiate payments and/or reasonable payment arrangements • Deal with highly confidential information in a secure environment • Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner • Adhere to established escalation procedures when mitigating complaints/escalations on the first contact