michael lopez sometown fl 55555 linkedin url phone 555 5555555 email mlsomedomaincom call center pro inbound outbound experience collections sales customer service team training mentoring customercentric bilingual englishspanish call center representative history top ranked production inbound outbound call centers routinely singled highvolume high quality work within deadlineintensive settings spanning collections customer service sales areas call center operations inbound outbound call handling skip tracing internet research complaint handling issue resolution telephone sales customer support customer service excellence order processing transaction management data entry database administration professional experience abc company inc collections company diverseindustry clientele sometown fl call center representative peer mentor 2015 present call center associate 2014 2015 rapidly promoted mentor 12member team concurrently providing topnotch collections support within outbound call center handle account queues ranging 60 100 accounts daily working delinquencies include fpd first payment default epd early payment default 31 59 dpd days past due 6089 dpd 90120 dpd awarded results distinguished top producer revenuegenerator consistently achieved 1 2 3 rankings companywide queue resolution dollars collected calls made monthovermonth honored blue ribbon award quarterly goalsurpassing performance client services negotiated clients resolve account delinquencies earning client trust maintaining company loyalty continually achieved 90 quality assurance scores following federal state local company guidelines team development mentored associates oneonone basis review kpis account results created development plans improved performancetogoal 150 process improvement created simplified checklist monitoring weekly collections helped increase team production results 15 def company inc online catalog retailer food spa gift baskets sometown fl call center representative 2010 2014 managed inbound sales inquiries relating products promotions quickly establishing relationships rapport phone goalsurpassing metrics met exceeded call center volume sales customer satisfaction goals tenure achieving 115 135 110 targets respectively solid performance provided knowledgeable response customer questions regarding products order placement shipping ingredients potential allergens packaging