Summary
Overview
Work History
Education
Skills
Accomplishments
I received the Peak of Excellence Award with Progressive leasing in 2022 Sumit Award
Timeline
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Angela Ablog

Glendale

Summary

Debt negotiation and fostering client relationships, I excelled at Progressive Leasing, enhancing customer loyalty and reducing operational costs. My blend of empathy, persistence, and a knack for problem-solving consistently surpassed performance metrics. My approach not only resolved conflicts but also turned challenges into opportunities for growth and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Sr. Collector

Progressive Leasing
03.2016 - Current
  • Established strong working relationships with clients by demonstrating empathy, professionalism, and commitment to finding mutually satisfactory resolutions.
  • Streamlined collection processes, resulting in increased efficiency and reduced operational costs.
  • Mentored new employees on best practices in collections techniques, fostering a culture of continuous learning within the team.
  • Implemented proactive measures such as early intervention initiatives to address potential payment issues before they escalate into delinquencies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Inbound Call Center Representative

Swift Transportation
07.2015 - 02.2016
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.

Education

GED -

Metro Tech
19th Ave Indian School RD
03-1992

Skills

  • Payment processing
  • Debt negotiation
  • Legal compliance
  • Collection strategies
  • Goal orientation
  • Patience and persistence
  • Call center experience
  • Complex Problem-solving
  • Performance improvements
  • Negotiation
  • Call center background
  • Collections best practices

Accomplishments

    My accomplishments with Progressive Leasing have ranged from starting as a customer service representative. I was also a Merchant Support agent twice were I was promoted to this department where I learned many skills as an agent that helped merchants solve technical issues with their POS systems, troubleshooting, helping customers check out online with merchants that were e-commerce stores, assisted with submitting online applications, working with software to troubleshoot the issues they may be with there online account or them being able to apply and also provided excellent customer service skills for the Merchants and the returning and new customer wanting to do business with progressive leasing. I was promoted to Collections and promoted fast to SR. Collector where I was responsible for the negotiation of past-due accounts, trouble-shooting, empathy, and helping customers resolve the delinquent accounts to positive account, collecting payments, scheduling payments, setting up promise to pay payments and follow up calls through an auto dialer system.

I received the Peak of Excellence Award with Progressive leasing in 2022 Sumit Award

The Peak of Excellence Award is a yearly award given to employees nominated by their peers and at the end of the year, once all nominated employees are chosen, upper- leadership then chooses a group of nominated employees to receive the yearly Summit Award, which is what I received in 2022 and was given the award of going on an all paid Cruise with the company. It was an honor to have received this award from my peers and Upper leadership 

Timeline

Sr. Collector

Progressive Leasing
03.2016 - Current

Inbound Call Center Representative

Swift Transportation
07.2015 - 02.2016

GED -

Metro Tech

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Angela Ablog