OSHANE STEPHENSON
Jamaica,Kingston
Summary
Enthusiastic client services professional with 7+ years of experience with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Reliable achiever committed to holding the highest ethical standard and maintaining general customer support.
Overview
9
9
years of professional experience
Work History
Collections Agent
Conduent
08.2015 - 12.2019
- Manages incoming calls and ticket inquiries related to subscription upgrades, downgrades, and payments, deliver inclusive support.
- Addresses billing questions by assisting with invoice modifications and informing customers of renewal dates.
- Proactively engages with customers regarding outstanding payments, negotiating effective solutions to foster ongoing relationships.
Debt Collections Agent
Concentrix
12.2019 - 11.2022
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls by performing outbound cold calling, email, and negotiations with customers
Senior Collection Associate
Teleperformance
12.2022 - 10.2024
- Conducted outreach to resolve customer queries related to services, billing, and payment issues, which increase in customer retention.
- Guided customers in navigating subscription options, facilitating upgrades and downgrades.
- Connect with finance department to ensure timely invoicing and collections for completed transactions.
Education
Communication - Customer Service Study
Call Center Academy
06-2021
Computer Science - Computer Management
University Of The Technology
02-2016
High School Diploma
Kingston College
06-2015
Skills
- Communication
- Collections
- Billing Skills
- Reliability
- Goal oriented
- Financial Skills
- Proactive
- Conflict Experts
- Reliability
- Insurance Skills
- Negotiation
Languages
English
Proficient (C2)
C2
Typing
Advanced
C1
Accomplishments
- Advance CRM Proficiency Study Completed
- Advanced proficiency in MS Office
- Typing speed of 60 WPM
- Strong time management and organizational skills
- Completed Sales customer service training
- Achieved General CRM certification
- Finished Sales Specialist Training program
- Recognized as Customer Associate award
CRM Tools
Salesforce
Zendesk
HubSpot CRM
Freshdesk
Zoho CRM
Slack App
Microsoft Suits
Timeline
Senior Collection Associate
Teleperformance
12.2022 - 10.2024
Debt Collections Agent
Concentrix
12.2019 - 11.2022
Collections Agent
Conduent
08.2015 - 12.2019
Communication - Customer Service Study
Call Center Academy
Computer Science - Computer Management
University Of The Technology
High School Diploma
Kingston College
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