Suzanne Kierans
Duleek
Summary
Credit Collections Specialist with extensive experience at PayPal, recognized for expertise in debt collection and financial negotiation. Developed customized repayment plans that increased customer satisfaction and effectively managed sensitive accounts. Proven ability to enhance customer relationships and achieve positive outcomes in challenging situations.
Overview
11
11
years of professional experience
Work History
Credit Collections Specialist VC
PayPal
Dublin
11.2018 - Current
- Executed inbound and outbound calls to collect past-due credit payments.
- Assisted vulnerable customers facing personal, medical, and financial challenges.
- Developed tailored in-house repayment plans based on individual financial budgets.
- Processing queue items in a timely manner, including Harship, Paylin, DMC, Reage, and debt respite.
- Answered incoming customer inquiries via phone and email.
- Listened to customer requests and asked questions to provide effective solutions.
- Ensured all customer inquiries were handled promptly in accordance with company standards.
- Maintained a high level of professionalism with clients and working with team members.
- Demonstrated empathy and patience towards customers while resolving their concerns.
Customer Support Specialist NA
PayPal
Dublin
11.2013 - 11.2018
- Recorded all customer interactions into the database system accurately and completely.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Maintained positive working relationship with fellow staff and management.
- Participated in team meetings to discuss strategies for improving customer experience.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Monitoring fraudulent transactions.
- Detection and prevention of fraudulent accounts.
Education
St Olivers Coumminty College
DroghedaSkills
- Debt collection and payment processing
- Financial negotiation and account reconciliation
- Customer relationship management
- Conflict resolution
Affiliations
- Pilates
- Walking / running
- Socialize
- Travel
Accomplishments
- FETAC course in Office Administration
- Most recent NPS surveys received –
- The very best in customer service, a lovely lady, deserves a promotion, as I have worked in customer service for 30 years
- Polite, respectful, kind, patient
- Consistent in achieving monthly targets
Timeline
Credit Collections Specialist VC
PayPal
11.2018 - Current
Customer Support Specialist NA
PayPal
11.2013 - 11.2018
St Olivers Coumminty College