Dulphe Reginald

Collections specialist with strong capabilities in conflict resolution and multilingual customer support. Experienced in educating clients on financial options and collaborating with teams to optimize collections processes while ensuring compliance with regulations.

Collections Agent at Finbe USA (2024-11 – Present)

• Managed inbound calls to assist clients with account inquiries.
• Negotiated payment plans with customers to resolve outstanding balances.
• Updated account information in company database accurately and promptly.
• Educated clients on financial policies and payment options available.
• Collaborated with team members to streamline collections processes effectively.
• Documented interactions and follow-ups in compliance with regulations.
• Resolved disputes by communicating effectively with customers and supervisors.
• Trained new staff on best practices for collections procedures and customer service skills.
• Negotiated payment plans with customers to ensure timely repayment of debt.

Customer Service | Technical Support Specialist at Different Companies (2019-01 – 2023-01)

• Provided customer service in English, Spanish, and French via phone, email, and chat.
• Resolved customer inquiries and complaints promptly and efficiently.
• Upsold products and services to customers.

Customer Service Representative at Samsung Compensation - Newtech S.R.L (2016-01 – 2018-01)

• Handled calls from Samsung customers with complaints about exploding top load washers.
• Provided customers with information about the recall and their options, also scheduled repairs or replacements.
• Samsung Recall

Dispatch Team Lead at Alorica (2011-01 – 2016-01)

In this place, I worked in different departments.

• Tech support: Troubleshooted and resolved customer technical issues.
• Provided customers with clear and concise instructions on how to use products and services.
• Dispatch dept: Dispatched technicians to customer sites based on priority and urgency.
• Worked with other departments to ensure the smooth operation of the dispatch process.
• Q&A Analyst: Developed and maintained Q&A knowledge bases.
• Collaborated with other Q&A analysts to develop and implement best practices.
• Dispatch Team Lead Samsung Canada

Customer Service Representative at Stream Global Services (2009-01 – 2011-01)

In this place, I worked in different departments.

• Billing: Processed and invoiced customer payments.
• Assisted customers with billing inquiries and complaints.
• E-Commerce: Generated and qualified leads through outbound calling and networking.
• Presented SiriusXM products and services to potential customers and answered their questions.
• Upgraded existing customers.
• Closed deals and negotiated contracts.
• Retention: Contacted SiriusXM subscribers who were at risk of canceling their subscriptions and offered them incentives to stay.
• Resolved customer issues and complaints.
• Sirius XM

Psychology – Universidad Católica Santo Domingo (2005-01)

Diplomatic Law – Academie consulaire (2002-01)