Customer Service / Collections Specialist at Frys Electronics

Managed outbound and inbound customer service and collections for Fry's Electronics. Handled accounts with past-due status, evaluated and approved loan/lease extensions up to one month, and protected revenue from renewal streams. Conducted outbound customer surveys to measure interaction quality and Net Promoter Score, prepared ad hoc Excel reports for customers, brokers and internal teams regarding billing, payment and balance activity, and ensured all correspondence for managed accounts was sent timely. Escalated and recommended improvements to operational and regulatory risks, facilitated cross-functional collaboration to enhance efficiency and customer retention, and supported contingency plans to meet customer commitments.