Customer Service Sales

Rhonda Ashley

***** ******** *****

Hampton, GA 30228

Home: 770-***-**** **************@*******.*** Cell: 678-***-****

SUMMARY

Sr. Collections Specialist with proven success in managing a multi-million

dollar commercial lease and loan portfolio. Provided customer service,

dealer service, and sales support to District and Regional Sales Managers

as well as Branch Managers. Played an integral role in identifying quality

and process improvement issues and offering solutions to strengthen and

improve upon existing processes. Received various merit and recognition

awards for exceeding established goals. Selected to participate as mentee

to members of the management team throughout the organization.

Key strengths

Strong Financial Knowledge Effective Collection Skills

Complex Problem Resolution Skills Proven Leadership Ability

Loan Workout / Restructuring Experience Dynamic Interpersonal Skills

PROFESSIONAL EXPERIENCE

GE CAPITAL, Morrow, GA 2003 - 2010

Sr. Collections Specialist

Effectively managed a portfolio of commercial lease and loan products for

fleet vehicles whose average aggregate monthly balance ranged from $18M-

$24M.

. Managed the initial review, analysis, and approval of various loan

workouts and contract modifications to assist debtors in financial

distress, which mitigate potential loss exposure.

. Provided internal and external customer service, dealer, and sales

support thereby preserving and retaining the existing customer base and

increasing opportunities to continually grow the business.

RISK MANAGEMENT ALTERNATIVES, Doraville, GA 2003

Collections Representative

Collected past due residential telephone accounts in a call center

environment. Terminated and restored service as well as maintained

customer records.

. Met established quality objectives with regard to talk time while

respectfully managing a positive customer experience.

. Educated customers regarding available options to avoid future service

interruptions.

CLAYTON COUNTY BOARD OF EDUCATION, Jonesboro, GA 2001 - 2003

Substitute Teacher

Responsibilities included the administration of daily lessons plans for

grade levels K-12.

. Effective communicator with the ability to mentor / educate groups and

individuals in the classroom.

. Delivered and clarified oral and written assignments; adept at engaging

students and maintaining a productive learning-focused classroom.

AT&T BROADBAND, Decatur, GA 1998 - 2001

Customer Care Professional

Established and maintained customer records by processing new orders for

cable service, performing service changes, resolving billing issues, and

troubleshooting to resolve repair related problems.

. Successfully managed collection activity, sales and customer education in

a fast-paced call center environment. Developed improved workflow

processes and maintained a low ratio of field technician assignments,

thereby maximizing efficiencies, minimizing expenses and increasing

profits.

. Served as a mentor to newly hired employees thereby providing adequate

preparation for them to transition to a live call center environment

delivering quality service.

Rhonda Ashley Page Two

METROPOLITAN LIFE INSURANCE COMPANY, Atlanta, GA 1997 - 1998

Annuity Service Representative

Administered several group annuity contracts. Processed various benefit

payments, maintained annuitant records and corresponded with clients and

annuitants.

. Recognized for accurate and efficient processing of financial

transactions and wire transfers.

Billed and booked client expenses to ensure timely and accurate delivery

of benefits.

. Coordinated the reconciliation of data between company databases and tax

reporting to ensure payment of qualified benefits.

AT&T CAPITAL CORPORATION, Kennesaw, GA and Parsippany, NJ 1988 - 1997

Customer Service Manager 1995 - 1997

Clarified credit and contract information via telephone and written

correspondence. Processed lease and loan assumptions. Identified and

resolved billing problems, negotiated lease renewals and account

settlements.

. Coordinated asset disposition at lease termination and identified repeat

business opportunities, thereby maintaining and expanding the existing

customer base.

. Assisted corporate customer response center in addressing high priority

customer issues and shared those experiences at the team level to raise

awareness, prevent repeat incidents and retain customer loyalty.

Portfolio Asset Manager 1991 - 1994

Collected commercial lease and loan accounts by maintaining a consistent

and efficient level of customer contacts. Communicated with the end user

and vendor to aid in the resolution of equipment problems.

Initiated repossessions and requested account write-offs in a timely

fashion.

. Reconciled misapplied cash to apply funds as intended, thereby honoring

our fiduciary responsibility and maintaining customer trust and

confidence.

. Processed bankruptcies in a timely fashion to ensure that no breeches or

violations occurred as it related to the protection provided to debtors

under bankruptcy law.

Accounts Receivable Administrator 1988 - 1991

Managed a multi-million dollar portfolio of accounts utilizing an outbound

call management system. Identified uncollectable accounts, completed skip

tracing, initiated repossession, and submitted account write-offs in a

timely fashion.

. Developed innovative methods and procedures to help better serve the

customer and build customer loyalty thereby increasing repeat business

opportunities.

. Assisted in the administration of classroom training modules to ensure a

smooth transition of adequately prepared, knowledgeable representatives

capable of positively impacting their assigned cost center.

EDUCATION

BS, Finance, Fairleigh Dickinson University, Teaneck, NJ

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