Zontrae M. Email & Phone Number

• Supervised staff of collectors, monitoring phone calls and letters while establishing performance targets for collections call center.
• Trained and mentored new employees on collection methods, documentation requirements, FDCPA guidelines, and performance strategies.
• Oversaw daily posting of payments to customer accounts.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Set up and updated customer accounts and CRM with interactions, payments, and personal information.
• Established and oversaw performance targets for call center associates.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Established and oversaw performance targets for call center associates.
• Followed through with client requests to resolve problems.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Responded to customer calls and emails to answer questions about products and services.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Mishawaka, IN

• Coached new call center team members on service techniques and provided scoring through quality assurance program.
• Assisted CSM with complaints and issues during times of department short staffing.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Responded to high volume of phone and email requests to provide logistics information.
• Coordinated repairs to vehicles to maintain fleet operations.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

South Bend, Indiana Area

• Answering client questions concerning laboratory services
• Such as testing numbers, collections need, faxes, light lab interpretations
• Completes problem documentations entries and completes
• Providing dispatch services for the courier system.
• Scheduling testing appointments, reporting information, reference lab information,
• Processing specimens during the weekends and evenings.

South Bend, Indiana Area

• Provided ongoing guest service.
• Provided onboarding and guidance to other membership representatives to meet membership sales goals while growing opportunities for business.
• Assisting with membership account receivables/ collections, membership engagement, special events, prospective sales calls, reports, promotions, and etc
• Greeted and welcomed new members, establishing and updating memberships programs.
• Trained new personnel regarding company operations, policies and services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.Front Desk Assistance