James Gundogan
Collections / Customer Resolutions
Cwmbran
Summary
Experienced Collections Specialist / Customer Service Representative bringing success in customer relations positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. I can build great relationships with customers and find resolutions accordingly. I have great telephone and text communication skills which helps reduce anxiety with customers who worry about any concerns and try my best to handle these situations with great care while also remaining professional. I aim to deliver a high standard of work to any employer.
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I have very good experience working with anything IT related and can be extremely fast and reliable for any needs.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Resolutions Agent
British Gas
03.2024 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Dealing with gas and electricity inquiries and complaints taking calls throughout the day.
- Making decisions that are right for the customers and business leading to reaching suitable outcomes based on each customer's individual circumstances.
- Offering suitable payment plans to customers who are in debt or any support for customers who are going to struggle in any circumstance.
- Being able to identify vulnerabilities whether it be financial or personal that the customer may have and updating registers accordingly and supporting the customer.
- Collaborating with other agents from the team to help colleague's when support is needed.
- Communicating with other departments like collections / ability to pay for debt recovery and support for the customer going forward and providing advice for the customer on the matter.
- Managed a extremly high volume of calls throughout the day.
Collections Advisor/Customer Service Specialist
Teleperformance, Vodafone
03.2023 - 10.2023
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Responded to customer inquiries and provided detailed account information.
McDonalds Crew Member
McDonalds
11.2021 - 09.2022
- Assisted other team members to achieve goals.
- Operated cash register to ring up final bill and process various forms of payment.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Addressed guest needs, questions or concerns to create optimum experience onboard.
- Conducted various administrative duties and errands.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Became familiar with products to answer questions and make suggestions.
- Worked well with teammates and accepted coaching from management team.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
Education
Customer Service, ICT, Business - Customer Service, ICT, Business
Torfaen Learning Zone - College
Cwmbran 09.2021 - 09.2022
GCSE - Maths/Numeracy, English, Science, PE, RE
Croesyceiliog School
Croesyceiliog, United Kingdom 09.2018 - 07.2021
Skills
Timeline
Customer Resolutions Agent
British Gas
03.2024 - Current
Collections Advisor/Customer Service Specialist
Teleperformance, Vodafone
03.2023 - 10.2023
McDonalds Crew Member
McDonalds
11.2021 - 09.2022
Customer Service, ICT, Business - Customer Service, ICT, Business
Torfaen Learning Zone - College
09.2021 - 09.2022
GCSE - Maths/Numeracy, English, Science, PE, RE
Croesyceiliog School
09.2018 - 07.2021
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