Customer Service High School

Antoinette Jackson

Email: ********@**-********-********.***

Address:

City: Jacksonville

State: FL

Zip: 32218

Country: USA

Phone: 904-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dynamic Loan and Loss Mitigation Manager with 15 years of experience in collections, customer service compliance, strategic planning, reviewing of credit applications, and accounts of customers, appraising credit reports, and coordinating the work flow of a collection staff. Focused on enforcing polices, and procedures while adhering to compliance guidelines. Aggressively pursues performance goals. Enjoys competition and promotes teamwork and cooperation. Displays a high level of integrity and honesty, possesses technical and professional expertise. Has the ability to inspire and motivate others to high performance. Develops strategic perspective which drives consistent company and team performance. Creates a fun work environment that inspires others to work towards commitment to ideas or actions. Highly effective in analyzing work flow and communication patterns, to maximize effectiveness of the work team. Strong analytic and problem solving abilities. Exceptional communication and interpersonal skills.

Educational Background:

High School Dipolma from Stanton College Preparatory, Jacksonville FL 1/2001 to 6/1996 (General Education)

High School Dipolma from University of South Florida, Jacksonville FL 1/2001 to 12/2012

High School Dipolma from Florida Community College of Jacksonville, Jacksonville FL 1/2001 to 12/2012

Job History / Details:

Summary

Dynamic Loan and Loss Mitigation Manager with 15 years of experience in collections, customer service compliance, strategic planning, reviewing of credit applications, and accounts of customers, appraising credit reports, and coordinating the work flow of a collection staff. Focused on enforcing polices, and procedures while adhering to compliance guidelines. Aggressively pursues performance goals. Enjoys competition and promotes teamwork and cooperation. Displays a high level of integrity and honesty, possesses technical and professional expertise. Has the ability to inspire and motivate others to high performance. Develops strategic perspective which drives consistent company and team performance. Creates a fun work environment that inspires others to work towards commitment to ideas or actions. Highly effective in analyzing work flow and communication patterns, to maximize effectiveness of the work team. Strong analytic and problem solving abilities. Exceptional communication and interpersonal skills.

Highlights

Microsoft Word,

Access,

Excel,

PowerPoint,

Windows,

Lotus Notes,

Fiserv and Ark,

Mosiax Dialer,

Centre Vu Supervisor,

AS400

Accurint (Skip tracing)

Fast data (Skip tracing)

Insight (Skip tracing)

Six Sigma Analyst 3 Certified

Fast Data

Lexis Nexis

MicroBuilt

Irepo

AutoIMS

SHAW

Outlook

Experience

12/8/2012 12:00:00 AM

Ally Jacksonville, Florida

Collections Manager

2004-Present

Maximize profitability through superior customer service

Responsibilities include establishing and adherence to performance metrics, staffing, including hiring and disciplinary procedures up to and including termination.

Providing a hands-on open door philosophy.

Effective and prompt communications, and follow-up on all pending customer issues

Communicate company goals to department employees

Ensure employees are both results oriented and team focused

Supported operational demands and business objectives through staff development

Managed administrative functions to ensure all paperwork was processed efficiently and in a timely manner

Promoted a positive and professional work environment

Managed Skip Trace team to increased recovery of vehicles and lower Credit losses using tools such as Accurint, People Search, Lexis Nexis and Fast Data.

Recommended and implemented programs and strategies to increase production

Led project team in establishing guidelines for quarterly corporate collection audits leading to a 12 percentage increase in overall servicing productivity.

Implemented policy to ensure compliance to federal and state laws concerning state specific calling restrictions.

Supervised teams of 16 to 32 collectors to a first or second place finish for 10 consecutive months in a group of 20 collection teams. We handled accounts from cradle to grave (one day past due to 120 days past due).

Proficient in Shaw (ACS) system

12/8/2012 12:00:00 AM

Bombardier Capital, Inc Jacksonville, Florida

Collection Supervisor

2000-2004

Responsibilities include adherence to all performance metrics, staffing, attrition developing and managing production, quality and attendance standards Providing a hands-on open door philosophy

Directly responsible for managing a team 20 frontline 75 full time account representatives

Managed call center dialer operations, including scheduling, monitoring and analysis on all daily dialer campaigns to ensure optimum contact times and revenue collection

Train/Coached new employees in a positive direction to ensure industry success

Review new credit applications.

Oversee billing and invoicing, recovery

Legal proceeding and foreclosures

Assist hire and train employees, evaluate staff's performance

Make calls to clients with the delinquent accounts

12/8/2012 12:00:00 AM

Telefund Tampa, Florida

Telemarketer/Team Lead

1996-1999

Responsible for setting objectives and establishing schedules to attain required results.

Performed surveys to persuade prospective customers to acquire products and services via outbound calling

Created reports showing monthly donation amounts

12/8/2012 12:00:00 AM

Chase Manhattan Bank Tampa, Florida

Collection Specialist

1997-1998

Negotiated and resolved delinquency problems

Collected on accounts 30 to 120 days past due

Handled a delinquency volume of $36.8 million

12/8/2012 12:00:00 AM

Powertel, Inc., Jacksonville, Florida

Team Lead/Collections Representative

1999-2000

Responsible for answering incoming calls form Powertel subscribers whose accounts are delinquent.

Promoted quality control when reviewing accounts

Analyzes information statements and related material

Develop strong working relationship with Independent dealers to maintain consistent lead development.

Collected on delinquent cellular accounts from 30- 90 days past due

Maintained the integrity of the company policies and procedures to adhere to the Fair Debt Collections Practice Act (FDCPA)

Monitor and supervise the daily collection of outstanding receivables; manage collectors to optimize performance and results; establish dialer campaigns and dialer focus based on delinquency trends.

12/8/2012 12:00:00 AM

Primeco Communications Tampa, Florida

Customer Service Representative

1997-1999

Answered telephone call inquiries and promoted products and service

Responsible for researching and resolving complaints to ensure customer retention and satisfaction

Performed miscellaneous duties as assigned by management to be carried out according to company compliance

Education

1996 Stanton College Preparatory Jacksonville, Florida

High School Diploma General Education

University of South Florida Tampa, Florida

Engineering

Florida Community College of Jacksonville Jacksonville, Florida

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