Company Name: Fig Tree (Call Center)

Role(s)

Position(s): Sales Agent, Collections Agent, Collections Supervisor

How did this role help me as a future Documentation Engineer?

This role developed my skills in communication, data analysis, and team management. Managing a team and interacting with customers also enhanced my ability to convey information clearly and handle complex tasks.

Industry

Industry: Services: Legal Accompaniment

Projects

Key Projects:

Team Control Spreadsheet Redesign

• Description: Redesigned the team’s control spreadsheet to improve tracking of collections activities and performance metrics.
• Role in project: Led the redesign and implementation, ensuring it met the team’s needs.
• Outcome: Enhanced efficiency and accuracy in tracking team performance and collection efforts.
  
  

  Growth

  
  Quickly moved from the Sales team to the Collections team and then promoted to Supervisor, demonstrating adaptability and leadership skills.
  
  

  Team

  
  Worked in a team of about 7 people, including agents and a supervisor, fostering collaboration and team performance.
  
  

  Challenges

  
  Transitioning from Sales to Collections was challenging, and managing the collections team required balancing customer service with recovery targets.
  
  

  Type of Work

  
  On-site
  
  

  Impact on Company

  
  Recognized by the CEO as one of the most effective team members, contributing to improved collection rates and overall team performance.
  
  

  Feedback/Recognition

  
  Recognized by the CEO for outstanding performance, highlighting my contributions and effectiveness in the role.
  
  

  Lessons Learned

  
  Learned the value of standing out from the group, how to effectively manage and motivate a team, and the importance of clear communication and data analysis in achieving targets.