Tammy Bailey
Louisville
Summary
Dynamic Customer Service Representative with a proven track record at Consumer Cellular, excelling in conflict resolution and enhancing customer loyalty. Skilled in account management and active listening, I effectively negotiated settlements and maintained high satisfaction levels, ensuring quality service delivery while managing high-stress situations.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Consumer Cellular
07.2023 - 05.2025
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Recovery/Repossession Manager
Auto Smart LLC
02.2019 - 06.2020
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Skip traced accounts for payments or recovery of collateral
- Kept detailed records of accounts and skip tracing, calling references.
- Contacted and contracted tow companies to recover the collateral
- In charge of calling impounds, police officers who had holds on our collateral
Collections Account Manager
Auto Smart LLC
02.2016 - 02.2019
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Investigated customer credit references and approved credit lines.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
Education
High School Diploma -
Eastern High School
Louisville, KYSkills
- Customer service
- Active listening
- Critical thinking
- Technical Support
- Account Management
- Call center operations
- Professional telephone demeanor
Timeline
Customer Service Representative
Consumer Cellular
07.2023 - 05.2025
Recovery/Repossession Manager
Auto Smart LLC
02.2019 - 06.2020
Collections Account Manager
Auto Smart LLC
02.2016 - 02.2019
High School Diploma -
Eastern High School
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