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Click here or scroll down to respond to this candidate Candidate's Name
(H) PHONE NUMBER AVAILABLE | EMAIL AVAILABLEProfessional SummaryPurposeful Customer Service and Support dedicated to high levels of customer satisfaction and meeting aggressive business goals. Trainer and Quality Specialist with a love for fast moving start-ups, and self-directed employment.Skills Customer and Personal Service Judgment and Decision Making Negotiation Active Listening Time Management Ticket Management Jira Salesforce Administration and Management Call auditing and Analysis TroubleshootingExperienceLoan Success Specialist01/2022 to 05/2022REX-Real Estate Exchange Austin, TX
Customer Service Ticket management/Triage Business Development Drive conversions
Setup appointments Work with Loan Advisors and Realtors to convert real estate leads.
Contractor: Debt Recovery Analyst04/2019 to 07/2021NAI-US Dept of Treasury Fiscal Services Austin, TX
Customer Service and Support Collections Treasury Offset Program (TOP) Veteran s Health Administration Annotate all contact Negotiate arrangements and process payments
QA / Call AuditingContractor: Retention
06/2018 to 08/2018Charter Communications-Austin, TX Customer Service, skip-tracing. Troubleshooting Ticket management Up sale Update systems for conversations and or changes requested. Terminate service. RetentionContractor: Business Development
04/2018 to 06/2018Insurance 360 Austin, TX Customer service Business service Client retention Update account informationOperations-Senior Loan Counselor
01/2012 to 04/2017
Loan Science LLC Austin, TX Customer Service Jira ticket management Training and coaching of agents in default and private loan collections. Quality assurance, and Call auditing. Metrics monitoring. Skip-tracing to locate borrowers and students. Identified, initiated, and facilitated resolution of customer issues. Answer customer inquiries about account status. Ensure that borrowers/students understand the repercussions of non-payment. Maintaining appropriate and comprehensive records of all discussions. Supervise collections as needed.
HCA Collector12/2010 to 12/2012
Financial Corp of America Austin, TX Medical collections. Telephone and written contact with patients, medical institutions, and automotive insurance companies. Work in conjunction with workman's compensation, attorneys, and victim s crime division. Verify Medicaid and Medicare. Request updated billing to correct entities. Follow-up regarding payment. Met and exceeded goals. Skip-tracing. Settlements. Set payment arrangements. Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.Customer Service-Bankruptcy and Repossessions
02/2006 to 09/2010
GILA CORP Austin, TX Customer Service, collections, and account management for multiple credit unions. Automotive, personal, lines of credit, mortgage, and re-financed home loans. Secured and unsecure personal and business loans. Repossessions. Letters and phone calls to members. Transfer of funds. Report(s) to credit union(s) and management. Data entry of account information of members. Skip-tracing. Worked as team member with repossessions, redemptions, and sale of vehicles. Hold harmless, NOIT, pre-writ and additional letters as needed. Contact auctions and repossession agents. Bankruptcy data update. Discovered major instances of fraud, embezzlement, and large balances due.Education High School Diploma:
A S Johnston - Austin, TX
Austin Community College
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