Shaponda Haggard

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.Effective debt collector with 2 years of experience in negotiating and payment processing." • Credit card payment processing • Problem-solving abilities • Clerical support • Customer relations • Call Center Operations EXPERIENCE • Inbound and Outbound Calling • Quality assurance controls • Data entry • Payment processing • Collections

Westlake Financial | Dallas, TX | April 2021 -June • Set up and activated customer accounts. • Improved customer service wait times to mitigate complaints. • Answered inbound calls, chats and emails to facilitate customer service. • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. • Kept track of assigned accounts to identify outstanding debts. CALL CENTER CUSTOMER SERVICE REPRESENTATIVE Genpact | Richardson, TX | December 2019 - April 2021 • Delivered fast, friendly and knowledgeable service for routine questions and service complaints. • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer. • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships. • Updated customer accounts, addresses and contact information within call management databases. • Negotiated customers payoffs deadlines and payment plans. 

Graduated High School in 2003