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Click here or scroll down to respond to this candidateCandidate's Name
Professional SummaryTwenty (20) year Customer Service professional with more than six (6) years of Collections experience with an emphasis on achieving exceptional results while maintaining ethical standards and contributing to the financial success of the organization through one-million-dollar debt recovery each month.Work HistoryD. O. E. S. - Workforce Development SpecialistWashington, DC12/2022 09/2023Interview applicants to record work history, skills, and abilities, explain services, counsel, and answer questions to facilitate delivery of services.Refer applicants to suitable housing, resources, and employment after matching their qualifications to requirements on the employer's job orders.Perform employment counseling, disseminate labor market information while assisting employers in establishing their accounts for payroll purposes.Assist with resume writing, mock interviews, and answer all questions concerning job opportunities and any other barriers that are keeping the applicant from obtaining employment.D. O. E. S. - Unemployment Cust. Serv. Rep./Tax CollectorWashington, DC04/2020 - 12/2022Triaged high volumes of Unemployment Compensation taxpayer and claimant calls regarding taxes owed or payments due.Contacted debtors via phone and email to negotiate payment arrangements and collect outstanding debts.Maintained accurate and up-to-date records of all collections activities in the company's database.Provided regular reports on collection activities and progress to the Collections Manager.Utilized various skip tracing software (Accurint/TLO) to locate, verify and correct data as needed to collect past due amounts.Healthy Buildings Intl. Inc. Senior CollectorFairfax, VA08/2016 - 01/2020Independently maintained a portfolio of 5000 (plus) accounts for six (6) locations to meet and exceed management projections of $1 Million Dollars (plus) monthly in commercial collections.Placed at least fifty (50) (plus) assertive but tactful collection/past due calls daily to debtors to discuss account adjustments, negotiate payment dates, client disputes and invoice revisions.Calculated, processed, and documented credit card transactions, identified, and applied incoming checks to proper accounts and prepared Lien Waivers.Fair Collections & Outsourcing - Collections SpecialistBeltsville, MD09/2014 - 07/2016Spoke with seventy-five (75) customers daily with empathy and tact to create debt repayment plans based on their current financial conditions.Entered client contact details and notes into system for inter-departmental access and review.Processed payments and updated accounts to reflect new balances.Kelly Services - Call Center SupervisorLargo, MD03/2007 - 01/2014Managed the day-to-day operations of a high volume ACD inbound call center with thirty (30) call center staff to ensure all calls and referrals were handled without delay and customers were given the appropriate information as requested.Monitored calls and evaluated staff performance to determine if in place policies and guidelines were being met while interacting with the customer.Analyzed call reports to ensure staffing patterns were sufficient to meet the daily projected call volume and to identify areas that needed improvement.Trained and prepared call center staff to ensure they understood their roles in responding to the customer questions, complaints, and concerns.Developed standard procedures, scripts, policies, and guidelines for improving the services provided to customers.EMAIL AVAILABLEPHONE NUMBER AVAILABLEFort Washington MDSkillsCoaching and DevelopmentCollection StrategiesConflict ResolutionData AnalysisRisk ManagementTime ManagementEducationSuitland High SchoolForestville, MDHigh School Diploma. |
