Patrick Fisk

• Provided excellent service and attention to customers when face-to-face or through phone conversations. Improved customer satisfaction by finding creative solutions to problems.
  Loaded billing data into systems through data import, scanning, or manual keying to verify complete and accurate client invoices from vendors.
  Maintained accounting ledgers by verifying and posting account transactions.
  Trained new team members on company policies and accounting systems to keep team operations productive and efficient.

• Negotiated repayment plans with customers in order to bring past due accounts current.
• Monitored debtor accounts for changes in status or payment arrangements.
• Checked completeness of information when processing applications and transactions.
• Ensured compliance with all federal and state regulations related to debt collections.
• Educated debtors on the consequences of non-payment and potential resolutions.
• Employed persuasive communication skills to encourage prompt debt repayment.
• Updated collection databases and systems with payment arrangements and notes.

• Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
• Facilitated communication between team members to foster a positive work environment.
• Supported sales team members to drive growth and development.
• Facilitated individual coaching sessions with CSRs to realign productivity goals.
• Monitored calls for quality assurance purposes.
• Conducted performance reviews of call center staff and documented results.
• Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
• Collaborated with other departments to streamline processes and improve service delivery.
• Reviewed customer complaints to determine appropriate resolution methods.
• Documented changes made within the department as part of continuous improvement efforts.

Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
Motivated customer support team in bi-weekly meetings to increase productivity and achieve goals.
Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
Evaluated employee job performance, and motivated staff to improve productivity.