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Click here or scroll down to respond to this candidateCandidate's Name , Sr.Street Address Centennial Ridge Dr.Conyers, GA Street Address
Phone #: PHONE NUMBER AVAILABLEE-mail: EMAIL AVAILABLEOBJECTIVE:To obtain a challenging, yet rewarding position wherein I am able to use the knowledge andSkills that I have obtained to benefit a company in their day to day operations and forward progress as well as acquire new skills that will afford me the opportunity to become more of a resource.SKILLS:Management Quality Assurance Time management Communication Organization AdministrativeKnowledgeable of Microsoft on PC platform, as well as various software programs Able to type 60 wpmKnowledgeable of federal regulations (FDCPA, FCRA, REGULATION E, ETC) Proficient in the use graphics platformsBuild Rapport Customer Service Multi-Tasking Troubleshooting VirtualizationEDUCATION:2003 Graduate of Millville Sr. High School, Millville, NJ Currently Enrolled at Ohio Christian UniversityAssociate of Arts CompletedCurrently working on BA in Psychology w/ target graduation date of May 2023Isaiah University (Seminary): Graduated May 2021Doctorate in DivinityMasters in theologyBachelors in Religious & Biblical StudiesA/R Credit & Collections Specialist December 2019 - PresentPandora/SiriusXM Radio Atlanta, GAResponsibilities include:The Accounts Receivable, Credit & Collections manages the AR/C&C function and acts as a liaison between the external customers, internal business partners and third party service delivery team in executing the AR/C&C function and providing quality services; effective collection management, meeting SLAs, providing reporting and key metrics, and maintaining policy and meeting compliance requirements. Responsible to manage and oversee the activities of third party service delivery team, and manage direct reports located in the shared service facility here within the office. Establish best practices as part of the center of excellence to drive process transformation, and provide insights to the business through reported metrics and analysis. Key in participating in the transaction flows for accounts receivable and handling exceptionsCredit Manager May 15, 2017 December 2019 Maintenance Supply Headquarters Lithia Springs, GAResponsibilities include:Handle a specific portfolio of multi-family accounts (ranging from 400 to 800 individual accounts)Prepare reports on status of collectionsReview and maintain daily activities of collectionsContact customers via telephone, email and mail to ensure paymentsAssist with special projects and requests as neededAccount reconciliationsCredit limit reviewsRelease ordersSoft collectionsMake judgment decisions regarding the status of a customer account based on thorough analysis of the customers purchases, payments, history, ability to pay and our business strategy. Maintain strong communication with Outside sales representatives, Customer Service and ManagementMaintain accurate and up to date collection notesResearch and reconcile overpaymentsResearch and reconcile misapplicationsHandle data entry and general clerical tasksCollector/Asst. Mgr April 4th, 2016 - May 12, 2017 BANK OF AMERICA. Kennesaw, GAResponsibilities included:Assisting customers with delinquent accounts for 5, 30, 60, and 90 day delinquency.Applying payments to accountsData entry and account resolution.Superseded monthly budget/goals of over one million dollars for three consecutive months.Assist management with peer assistance to ensure team and individual productivity related to goals and quality metrics. Managing employees call volumes and call quality; trained employees in the collection process; responsible for approving or declining accounts for settlements.Assist with admin work such as pulling daily reports in Excel and distributing deliverables to the team via email.Customer Experience Manager November, 2012 December 2015 MRS ASSOCIATES Cherry Hill, NJResponsibilities included:Processing paymentsData entryMaking outbound and inbound calls and directly assist customers in obtaining resolution of outstanding primary, secondary, and tertiary accounts.Applying payments and payment arrangements to accounts to include the proper status and disposition of the account.Responsible for making a minimum of 250 outbound calls per day (I made between 300- 400 calls per day).Superseded and doubled monthly projections and goals/budgets of the company for eight consecutive months.Promoted to Quality Assurance Representative in January 2014. Responsibilities included:Reviewing calls and executing agent evaluations according to internal and client metrics. 100+ evaluations were assigned on a monthly basis.Assisted the complaints manager with analyzing complaints, retrieving the calls and account notes consistent with the complaint and export the information on the assigned spreadsheet/database and network server.Promoted to Customer Experience Manager in June 2014.Responsible for:remediating, refreshing, and up-training existing agents on company policy, protocol, and nuances to ensure proper development. This process includes having the agents sign the correlating attestations and logs for proper filing with Human Resources.Training new agents in the classroom education in areas such as, compliance, security awareness, Federal and state regulations (FDCPA, FCRA, GLBA), Code of Conduct, HIPAA etcThe customer experience manager is responsible for agents in all phases of their employment from classroom training, to floor training, to operations; ensuring they are properly educated, trained, and up-trained.This role also includes data entry, updating spreadsheets for logging purposes and record keeping.Updating company policy per client and distribution of proper memorandum with regard to nuances approved in change management.OTHER ABILITIES:I have the innate ability to be taught and trained and learn new things. I believe this is critical in starting with a new company or role within the company to be able to learn their policies, their procedures and their culture.*References are available upon request |
