Lisa King
Falmouth
Summary
Customer service professional with a strong track record in resolving disputes and enhancing customer satisfaction. Demonstrates effective communication and negotiation abilities to manage payment issues, cultivate loyalty, and exceed performance metrics, contributing to team success and improved collection strategies.
Overview
11
11
years of professional experience
Work History
Collections Agent
US Bank NA
Cincinnati
03.2025 - 03.2026
- Managed customer accounts to resolve outstanding debts and payment issues.
- Communicated with clients through calls and emails to negotiate payment plans.
- Collaborated with team members to improve collection strategies and processes.
- Analyzed account histories to identify patterns in payment behavior and trends.
Collections Agent
Zwicker and Associates
Erlanger
09.2024 - 11.2024
- Managed customer accounts to resolve outstanding debts and payment issues.
- Communicated with clients through calls and emails to negotiate payment plans.
- Collaborated with team members to improve collection strategies and processes.
Customer Service Representative
ABB Optical
06.2021 - 08.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
CITI Bank USA
04.2015 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Built rapport with customers through active listening, increasing retention rates and generating positive client feedback.
- Managed high-stress situations, resolving disputes while maintaining professionalism and enhancing customer satisfaction.
- 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.
Education
High School Diploma -
Pendleton County High School
Falmouth, KY05-1991
Skills
- Collection Strategies
- Payment processing
- Debt negotiation
- Financial Negotiation
- Complaint resolution
- Problem Resolution
- Customer Service
- Call center experience
- Complaint handling
- Microsoft Excel
- Critical Thinking
- Problem solving
- Effective communication
- Active listening
- Payment Arrangement
- Debt negotiation
Timeline
Collections Agent
US Bank NA
03.2025 - 03.2026
Collections Agent
Zwicker and Associates
09.2024 - 11.2024
Customer Service Representative
ABB Optical
06.2021 - 08.2024
Customer Service Representative
CITI Bank USA
04.2015 - 03.2021
High School Diploma -
Pendleton County High School