Customer Service Sales
Resume:
Ebonie T. Taylor
Gaithersburg, MD 20886
*************@*****.***
SUMMARY OF QUALIFICATIONS:
. 15 years of collections/accounts receivable and customer service
experience.
. Profound ability to communicate effectively in writing and speaking.
. Recognized for ability to negotiate debt payments through creative
information gathering and settlement resolution.
. Remarkable ability to handle confidential financial information with
tact and discretion.
. Ability to perform a wide variety of duties and responsibilities with
accuracy and speed under the pressure of time-sensitive deadlines.
. Exceptional abilities in handling high volume accounts.
PROFESSIONAL STRENGTHS:
- Proficient - Reliable - Communication
- Team Player -Problem Solver - Negotiation
- Self-Supervised - Professionalism - Detail-
Oriented
WORK EXPERIENCE
Collection Analyst
Access Staffing., New York, New York, 3/2014 - Present
Temp Assignment - NasdaqOMX, Rockville, Maryland
. Responsible for the coordination of collection activities for the
company's and related subsidiaries customer account balances
. Prepared bills and invoices for sales or services rendered to
include a description of the product or service, the date of the
transaction, the price, fees or shipping charges, and discounts
applied.
. Reconcile the accounts receivable ledger to ensure that all
payments are accounted for and properly posted. Research any
discrepancies by checking bills, invoices, sales receipts and bank
deposit records.
. Generate monthly, quarterly or annual financial statements and
reports detailing paid and unpaid invoices and other accounts
receivable activity..
. Responsible for maintaining a clean aging on small balance debit
items.
. Responsible for resolution of credit items within the AR
subsidiary ledger and for processing refunds related to NASDAQ and
subsidiaries.
. Generate dunning notices and statements of account to provide
correct customer contacts sufficient information to expedite
payments..
. Respond to customer inquiries though online access, email,
telephone, fax CRM, written requests and document such activities
in each customer's A/R correspondence record as needed for future
reference.
. Review monthly logs requests for write-offs and referral of
inactive customer to outside collection agencies.
. Prepare periodic and ad hoc reports for senior management as
necessary. Maintain statistics monthly, quarterly and annually for
historical review and future planning needs.
. Monitor compliance by the Information Services Department with
regard to approval of credit or re-entitlement of any delinquent
customer/subscriber who is requesting new/additional services.
. Maintain open line of communications with product services
department on major customer issues or requests for service
termination if additional intervention is necessary.
. Ensure timely receipt processing on specific delinquent accounts
and maintain properly reflected records. Follow-up to closure on
all suspended or incorrect deposits, missing documentation or
errors causes by staff or by depository bank as identified via
customer or internal identification.
. Maintain historical records on customer/subscriber accounts
written off or referred.
. Insure the proper interface or manual journal entries and properly
record the customers subsidiary ledger and the general ledger.
. Reviews and resolves any inconsistent or deposit data as
necessary.
. Provides internal and external customer service on all issues
related to customer payments and deposit activities.
. Responsible for doing research and analysis including account
reconciliation's to resolve customer inquiries and disputes.
. Provides backup support to Customer Response Team (CRT)
. Responsible for communication with outside collection agency, as
required.
. Assist with generation of Summary Aging Reports.
. Assist with generation of Termination Date / Dunning Letter Dates
report.
. Assist with preparation of collections agency referrals file,
including reviewing and adjusting for any new payments received.
. Assist with processing of Bankruptcy Notices, including
identifying applicable account(s), Distribution to applicable
collector for processing of write-off, generation of account
statement.
. Updating of customer billing / AR system to reflect current
account billing address, contacts and email address.
. Identify and resolve, or work with appropriate area to resolve,
any inconsistent or incorrect billing contact/address information
as necessary.
Senior Customer Service/Accounts Specialist, 6/2010 - 3/2014
PINNACLE FINANCIAL GROUP, Bethesda, Maryland
. Handle high volume calls, both inbound and outbound.
. Make payment arrangements with customers, calculate interest and late
payments to resolve entire debt owed.
. Resolved disputes or correct inaccurate payment arrangements made by
account representatives.
. Investigate and keep accurate records of customers who do not maintain
current vehicle insurance.
. Required to maintain Data Entry for both Collection and Insurance
items on a daily basis.
. Transformed office from paper to paperless, by scanning and organizing
entire office files into our computer system.
Debt Resolution Specialist, 2/2008- 6/2010
ACSYS INC., Rockville, Maryland
Temp Assignment - MCT Credit Union, Rockville, Maryland
. Handled a high influx of inbound calls exceeding 300 calls per day
. Provided excellent customer service in assisting customers with the
reconciliation of their delinquent accounts.
. Worked closely with appropriate channels in assisting customers with
voluntary car repossessions, and mortgage foreclosures
. Provided customers with detailed account information, inquiries,
complaints, billing questions, and payment extensions.
. Became a trainer for both new and established employees, as well as
the lead person for handling irate calls.
Collections Representative, 5/2007 - 8/2008
WRIGHTWAY INVESTMENTS, INC., Kensington, Maryland
. Was recognized for excellence in becoming the 2nd highest averaging
Collection Representative in the company most months, out of a team of
six collectors.
. Maintained an average monthly collection percentage for collection
loan payments of 40% while the entire team averaged 43% as a whole.
. Individual monthly collection average was $15k while a team of six
averaged $80k as a whole.
. Averaged 300 clients/debtor calls each day.
Customer Service Account Representative, 7/2005 - 4/2007
ARROW FINANCIAL SERVICES, (A Subsidiary of Sallie Mae) Gaithersburg,
Maryland
. Ensured compliance with the Fair Debt Collection Practices Act (FDCPA)
by following closely monitored Federal and State Laws.
. Provided customer service to Capital One credit card customers.
. Managed settlement resolutions for disputed matters.
. Negotiated payment arrangements while maintaining excellent customer
service, as well as delinquency control.
Office Manager/Collections, 8/2003 - 6/2005
EXCELL MANAGEMENT CORPORATION, Silver Spring, Maryland
. Recorded time and attendance, supervised receptionist and clerical
staff, provided administrative support to the Corporation President
and worked with Project Managers to obtain information on field
questions for invoice purposes. Reported directly to the Owner.
. Maintained and updated all security clearance information for a staff
of over 250 workers, and also handled all insurance claims for
employees' involved in accidents that occurred on the job.
. Assisted incoming callers and visitors.
. Managed accounts receivable and billing for government contracts, as
well as tracking all invoices.
. Provided assistance using independent judgment to determine what
required priority attention.
. Provided status reports to the Owner, and follow-up to assignments
given to management staff.
. Made travel arrangements, attended meetings and took minutes as
directed by the Owner of the Company.
. Maintained appointment schedules, calendars, received and screened
communications including telephone calls and email messages.
Delinquency Control Counselor, 12/1999 - 5/2003
NAVY FEDERAL CREDIT UNION, Merrifield, Virginia
. Worked independently in a call center environment handling over 100
calls per day.
. Interviewed and counseled credit union members and third parties via
telephone and correspondence to secure repayment of past due loans.
. Provided financial counseling, payment alternatives, and budgetary
referrals to members.
. Reviewed and evaluated members' financial status, to establish payment
arrangements to resolve delinquencies.
. Processed loan extension paperwork to provide assistance for customers
who were not in a position to repay their debt.
EDUCATION:
Mount Vernon College, 9/1995 - 6/1997
Washington, D.C.
. Major in Childhood Education
. Dean's List with 3.0 GPA
ADDITIONAL TRAINING AND LICENSING:
. Certified Public Notary, 2/2003 - Present
. Computer skills: Extensive computer knowledge of all financial,
credit, and Word Processing Software, PeopleSoft, as well as
specialized Collections software.
References available upon request.
Contact this candidate