Lance Patterson
Dunedin
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Genesis Energy
07.2023 - 12.2024
- 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.
Customer Service Representative Agent
Ministry of Social Development
01.2023 - 05.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
Collections Officer
Receivables Management Limited
11.2004 - 11.2022
- Assisted debtors in setting up payment plans to recover overdue balances.
- Verified and reviewed customer account information.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Advised customers of necessary actions and strategies for debt repayment.
- Trained new team members on scripts, company services and collection strategies.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Skills
- Attention to Detail
- Customer Advising and Referral
- Administration and Management
- Credit Extension Negotiation
- Managing Delinquent Accounts
- Negotiation and Resolution
- Debt Repayment Negotiation
- Credit and Collections
- Risk Management
- Decision Making
Timeline
Customer Service Representative
Genesis Energy
07.2023 - 12.2024
Customer Service Representative Agent
Ministry of Social Development
01.2023 - 05.2023
Collections Officer
Receivables Management Limited
11.2004 - 11.2022
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