Customer Service Management

Sharon KD Ficklin

**** *** ***** ** ( Las Vegas, Nevada 89147

Home: 702-***-**** ( Cell: 702-***-****

*********@***.***

Customer Service/Office Assistant or Support Staff/Sr. HOA Collection

Specialist

Profile

I have; and have proven the capability to provide excellent Customer Service,

Administrative Skills, Clerical and Credit Card & Homeowner Association

Collection Knowledge. Administrative support professional offering versatile

office and account management skills and proficiency in Microsoft

Office/Collection/Community management Software programs. Strong planner/

problem solver/ and educator who readily adapts to change, works independently

and exceeds expectations. When it comes to assisting customers/clients with

their concerns & needs; with the ability multi-task, organize and meet tight

deadlines without compromising quality.

Education

Community Association Institute- 225 Reinekers Lane, Suite 300 Alexandria, VA

22314

Relevant Courses: May/2009-2010

Drafting Rules

Bids & Contracts

Meetings & Elections

Reserve Funds

Risk Management

Insurance

Professional Development:

M-100: The Essentials of Community Association Management

Educational Direct - 925 Oak Street; Scranton, PA 18515

Relevant Courses: June/1994-1998

Business Systems Development

Programming And Operating Systems Databases

Networks

Software Applications

Mobile Networking & Conferencing

Telecommunications

Professional Development:

Business Administration & Computer Science, Personal Computer Certification

Western High School - 4601 W Bonanza Rd Las Vegas, NV 89107

Relevant Courses: June/1979-1982

Graphic Arts

Modeling

Films

Web-Design

Ceramics

Track/Field

Professional Development:

Psychology/Medical Science

Key Skills

Office Account Management Multi Phone line Escrow/Foreclosure

Skills: Management Procedures

Records Management Executive Support to Type/Sent/Placed

the managers, staff Intents, Liens, Final

Front-Desk and homeowners Demands,

Reception Escrow/Payoff Demands NOD's

Appointment

Scheduling

Calendaring

Computer MS Access MS System Networking C3 Software - Complete

Skills: MS Excel MS Remote Networking Control For Communities

MS Outlook Software Set-up iColligo - The Online

MS PowerPoint Programming Operating Collection Solution

MS Publisher Systems DocuWare - Data Entry

MS SharePoint Mobile Networking & Indexing, OCR Indexing

MS Word Conferencing Program

Windows Tops Software 3.8

Office Machines (Scanners,

Printers, Fax, Computer's)

Experience

Current: Unemployed 06/2010 - present

Terra West Collection Services - Front Desk Clerk/ HOA Collector,

2655 S. Rainbow Blvd. Ste. 406, Las Vegas, NV

89146 06/2010 to 07/2010

(P) 702-***-**** / (F) 702-***-**** 14.00 HR

Collections Coordinator:

Michelle Petersen

Handled multifaceted collection clerk tasks (e.g., data entry, filing, records

management, scanning, indexing faxing, emailing and mail) as the collection clerk

I assisted with noting correspondence in the system, charging, typing and mailing

out collection letters. Helped organize and meet tight deadlines during Notice of

Intent runs on delinquent accounts. Maintained database and accepting and noting

payments and keeping the community managers informed of homeowner accounts.

Quickly became a trusted assistant known for "can-do" attitude, flexibility and

high-quality work.

Highlights:

Communicated effectively with Community Managers and Homeowners on board

decisions.

Monitored accounts, updated homeowner accounts, and created reports for the

community mangers.

Provide assistance to other departments with charging; typing, sending collection

correspondence.

Managed a five line phone system taking Inbound and outbound calls

Setting appointments for payment plan meetings

Transferring calls and taking messages.

Confirming and rescheduling appointments via email, fax, or phone.

Reason For leaving: Lay Offs

Assessment Management Services dB Terra West Sr. HOA Collector Specialist,

Property Management - 08/2009 to 06/2010

2655 S. Rainbow Blvd. Ste. 105, Las Vegas, NV 14.00 HR

89146 Supervisor: Marina Medrano

(P) 702-***-**** / (F) 702-***-****

Account Management, Noted homeowner payment records, collected & assisted in

setting up Terra West very own collection agency. Duties included customer service

skills, whereas I managed a five line phone system taking Inbound and outbound

calls, set appointments for payment plans, instructed the collection staff on

Nevada Revised Statues and rules of HOA/FDCPA Collections.

Highlights:

Monitored accounts, updated homeowner accounts, and created reports for the

community mangers.

Provide assistance to other departments with charging; typing, sending collection

correspondence.

Type, Sent, Notice of intent notices. Lien placements, final demand notices, and

Pre-foreclosures notifications.

Set, rescheduled appointments for payment plan meetings, Confirming and via email,

fax, or phone.

Managed Inbound & Outbound Calls, Transferring, and taking messages.

Provided assistance to the trustee department with Notice of Default Filings &

Ten-day letters.

In doing so brought AMS earnings up 70% in revenue less than two month.

Reason For leaving: Collection agency was up and running, transferred back to TW

Collection Services.

Collector Specialist, Collection

Terra West Property Management dB KDGO Holdings Calendar

- 03/2008 to 08/2009

Terra West Collection Services Start: 12.00 To 14.00 HR

2655 S. Rainbow Blvd. Ste. 200, Las Vegas, NV Collection Manager: Sharon Taylor

89146

(P) 702-***-**** / (F) 702-***-****

Account Management, Manage phone lines incoming and outbound calls. Set

appointments for payment plans. Monitor the collection calendar for deadlines for

delinquent accounts. Charge collection cost, typed correspondence and sent

collection letters. Instructed and educated homeowners on HOA collection policies

and procedures.

Highlights:

Ran researched on properties via internet through County Assessor, County Recorder

and States Secretary for ownership recorders.

Skipped-Traced for information on homeowners and business owners with investment

properties whom did not live on site, for contact information.

Type, Sent, and collected funds from; Notice of intent notices, Lien placements,

final demand notices, and Pre-foreclosures notices.

Calendared accounts for delinquency on when to move forward in collections.

Worked with the Board of Directors/Community Managers on collection holds.

Confirming and rescheduling appointments via email, fax, or phone for payment

arrangements.

Provided assistance to the trustees department with Notice of Default Filings &

Ten-day letters.

Earning 50% of revenue for TW in-house collections department.

Reason For leaving: By Management requested, with my knowledge of

collection agencies, I was asked to assist Terra West in setting up their

very own collection agency, Assessment Management Services.

Clark County Trustee Services, dB Allied Car Rental/Medical/HOA

Collection Services Collection Specialist,

- 11/2005 to 03/2008

3080 S Durango Dr. Ste. 208, Las Vegas, NV Start: 11.75 HR + Comm. To 12.05

89117 + Comm.

(P) 702-***-**** / (F) 702-***-**** Supervisor: Terri Gaskins

Car Rental/Medical: Included customer service, well as making/receiving customer

calls. Setting & scheduling payment plans and settlements on accounts manually or

on a dialer system. HOA Collections: Creating & inputting accounts in the system

Skipped-Traced homeowners and business for ownership, phone numbers and current

addresses.

Highlights:

Worked on an automatic dialer inbound and outbound call system.

Created Accounts, data entry, inputted them in the system. Calendared/Managed and

collected on delinquent accounts on behalf of Benchmark Properties, Sun-City

Summerlin and Copa Cabana Townhouses.

Provide assistance to other departments with charging; typing, sending collection

correspondence.

Setting appointments for payment plans, settlements and judgments.

Confirming and rescheduling appointments via email, fax, or phone.

Type, Sent, and collected funds from; Notice of intent notices, Lien placements,

final demand notices,

and Pre-foreclosures notices creating over 100% of revenue for Allied Collections

Service.

Reason For leaving: Resigned

AMEX Collection Specialist,

11/1998 to 11/2005

Risk Management Alternative's,- Start: 9.00 HR + Comm. To 11.45 +

880 Grier Drive St. 102, Las Vegas, NV 89119 Comm.

(P) 702-***-**** / (F) 702-***-**** AMEX Manager: Janis Alt

Credit Card Collections, Included customer service, well as making/receiving

customer calls. Setting &

Scheduling payment plans or settlement's on delinquent accounts by credit card or

check payments. As an

manager's aide I was involved with employee evaluations, FDCPA education class,

and Disciplinary write ups.

Highlights:

Worked on an automatic dialer inbound and outbound call system.

For two months I ran a (12) person AMEX small balance team of collectors.

Provide assistance to other departments with charging; typing, sending collection

correspondence.

Created contests to motive collectors in hitting their goals.

Encourage and assisted the AMEX small balance in the first time to gain RMA the

two highest months

ever for a small balance team to earn over $150,000 in revenue.

Reason For leaving: Company filed chapter 11 &

NCO Financial Services acquired the remaining

accounts in September 2005. By November of the

same year closed the Nevada Office.

Accreditations

HOA/Collections: Community Associations Most Appreciated Employee 1989 -

Institute Member - (CAI) 2003

Highest Ranking Collector 2005-2007

Community Associations -

Volunteer Leader- Collector of the Month 2007 (3

(CAVLIND) Times)

Outstanding Collector 2005-2007

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