Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, KY

Skills

  • 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
Tammy Bailey