Administrative Assistant

ASHLEY SMITH

***** ***** ****., ************, ******* 32225

904-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Hardworking Operational Assistant skilled at building and maintaining positive relationships with all project stakeholders. Top-notch attention to detail and problem-solving abilities with a resourceful mindset and thorough approach. Ready to apply over 10 years of experience to a demanding long-term position. SKILLS

Administrative support

Document management

Goal attainment

Relationship building

Efficient multi-tasker

Customer service-oriented

Conflict resolution

Exceptional interpersonal communication

Verbal and written communication

Deadline-oriented

Organized

Coaching and mentoring

Effective leader

Excellent problem-solving abilities

Quality assurance

Call center experience

Strong communication skills

Debt management

WORK HISTORY

05/2008 to 07/2011 Collector- Sprint & T-Mobile

Diversified Consultants Inc – Jacksonville, FL

Worked in call center environment handling manual and automatically dialed outbound calls. Negotiated with accountholders to devise repayment plans and minimize collections receivables. Utilized scripted conversation prompts to convey current account information and obtain payments. Applied training and persuasive communication strategies to overcome objections. Evaluated, researched and resolved discrepancies.

Monitored accounts for compliance with established payment plans. Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Persistently reached out to customers with extremely past due accounts to recover lost revenue. Used skip tracing and other techniques to locate debtors. Maintained compliance with fair debt practices and regulatory guidelines. Reviewed accounts for compliance with repayment agreements. Set up drafts and processed immediate payments.

Contacted customers to discuss payment schedules and set up or immediately process payments. Collected on past due accounts with average 3 years or more of delinquency. Maintained a high volume of calls to meet demands of busy group. Achieved performance goals on a consistent basis.

07/2011 to 01/2018 Collector- Sallie Mae, Toyota Motor Credit, Ally & Discover Central Credit Services – Jacksonville, FL

Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.

Worked in call center environment handling manual and automatically dialed outbound calls. Utilized scripted conversation prompts to convey current account information and obtain payments. Achieved performance goals on a consistent basis.

Maintained a high volume of calls to meet demands of busy group. Used skip tracing and other techniques to locate debtors. Applied training and persuasive communication strategies to overcome objections. Provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.

Set up drafts and processed immediate payments.

Performed prescribed scripts and utilized friendly but firm attitude with full knowledge of contractual requirements and legal remedies.

Set up and updated customer accounts with interactions, payments and personal information. Accessed credit records to evaluate customer histories. Processed payments and applied to customer balances. Contacted customers to collect outstanding payments via one-time or negotiated installment methods. Researched topics and completed due diligence to resolve issues in a timely manner. Followed up with customers to collect information and verify details. 02/2018 to 07/2018 Operational Administrative Assistant Diversified Consultants Inc – Jacksonville, FL

Responded to customer requests via telephone and email. Entered details such as payments, account information and call logs into the computer system. Copied, logged and scanned supporting documentation. Verified data integrity and accuracy.

Analyzed departmental documents for appropriate distribution and filing. Prepared and proofread reports detailing operations activities. Assisted operations manager with planning of routine operations and special projects. Utilized Microsoft Office on a regular basis to complete job tasks, developing advanced proficiency. Gathered, organized and modeled data to assist management in making key decisions. Worked directly with Operations to achieve an organized department. EDUCATION

2005 High School Diploma

Mandarin High School - Jacksonville, FL

ADDITIONAL INFORMATION

Familiar with Microsoft Office including Excel, Word, Outlook and PowerPoint.

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