Monitor accounts to identify outstanding debtsInvestigate historical data for each debt or billFind and contact clients to ask about their overdue paymentsTake actions to encourage timely debt paymentsProcess payments and refundsResolve billing and customer credit issues.Update account status records and collection efforts.Report on collection activity and accounts receivable status.

Handled 17 and up phone agentsInstrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures and suggestions for process documents and KB Articles. Manage agents with regard to matters like serving memos, sanctions, uploading schedules, processing agent specific documents.Coach and Mentor agents with regard to agent specific concerns on performance, training, and career development.Work closely with agents and… Show more Handled 17 and up phone agentsInstrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures and suggestions for process documents and KB Articles. Manage agents with regard to matters like serving memos, sanctions, uploading schedules, processing agent specific documents.Coach and Mentor agents with regard to agent specific concerns on performance, training, and career development.Work closely with agents and other team leads to deliver service level goals. Meet or exceed team’s contract production and performance metrics.The ability and willingness to adjust effectively to sudden changes in processes, programs and task assignmentsAnalyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.Effectively and appropriately interface with Support Services staff to ensureSYKES policies are adhered to. Assigned to any other responsibility as & when required.Perform other duties assigned to him/her by the Account Manager/Senior Account Manager. Show less

Handled technical escalations from Tier 1 Support.Handled Outbound calls.Provide guidance, motivation, technical support, and role modeling to new agents.

Handled inbound calls for Consumer Electronics account.Up-sell products and service when possible and create new opportunities.

Handled inbound calls for DSL account.