Manager Customer Service

ANGELA SMITH **************@*****.*** 404-***-****

QUALIFICATIONS SUMMARY

Highly personable Legal Professional with over 25 years of experience in Litigation, account management, Law Firms and call center operations. Notary.

Thorough knowledge of legal terminology and principles.

Knowledge of Georgia and Tennessee Eviction Procedures and Laws

Knowledge of Georgia, Tennessee, Alabama, Florida, South Carolina Collection Laws, Procedures, Courts and Filing Forms/Software.

Expertise in resolving escalated customer service issues with identifying recurring account delinquencies and making account payment recommendations. Adheres to the Fair Debt Collections Practices Act and applicable state and or local collections laws.

Manages account portfolio properly including accurate, detailed information and documentation on each debtor account Q Law, Collect View, Merlin, Time Matters, Perfect Practice, Case management Systems and ECF Filing (Electronic Case Filing)

Assisted Managers with setting up dialer campaigns (Automatic Dialer and Pro Dialer System).

Trained associates on payment posting system (Automatic Payment System and Time Slips)

Thorough knowledge of personal computers and Microsoft Office applications (Word Perfect, Word, Excel, PowerPoint, Access and Outlook).

Knowledge of various Software: MS OFFICE, WESTLAW, SUMMATION, LEXIS NEXIS, MICROBILT, and ACCURINT.

PROFESSIONAL EXPERIENCENCE

Jones, Morrison and Womack, PC February 2015 - Present

Collections Manager

Oversees the firm’s process of retrieving money owed to them or one of their clients. Manages the employees who collect the money. Handles complaints or difficult calls. Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe. Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact. Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.

Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies. Monitors call reports to make sure collectors are making enough phone contacts each day. Pull daily work-bys and to do list for Paralegals. Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective. Tracks the rate of success of the entire process and continues to make adjustments when necessary. Trains new employees and holds training reviews for established employees. Performs audits of accounts that are in the system. Establishes quality control standards and maintains and enforces them over time. Negotiates payment arrangements and follows up to make sure the payments are made. Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels. Authorizes financial settlements for various Clients per criteria. Run the Work number program for monthly Employee skip for Debtors. Meet and exceed timeline demands while ensuring direct reports are effectively producing and executables are delivered to business partners with precision. Maintain compliance with all policies, as they relate to Collections or otherwise.

RICHARD B MANER, PC JULY 2012 NOVEMBER 2013

Eviction/Litigation Paralegal

Prepared Evictions (Demand for Premises, Dispossessories, Responding to Answers, Writ of Possessions) for Georgia and Tennessee. Reviewing Leases and other legal documents from Rental Agencies and Attorneys.

Coordinate telephonic hearings for writ of possession. Communicating with authorities to schedule lock out and with homeowner with regard to the eviction process. Perform tasks that require knowledge of preparing documents to be filed in court or e filing, requesting checks for the filing fees, court procedures and checking statuses on the court proceedings by phone or online. Understanding eviction laws and local jurisdictional requirements for various states and counties. Responsible for all Collections of rent, Legal fees from clients and Attorneys for Defendants. Also, responsible for Pre and Post Judgment Collection Suit Filings from Filing Demand letters, Complaints, reviewing Answers, preparing Motions, Judgments and Garnishments for Wages and Banks.

LAZEGA &JOHANSON, ATTONEYS AT LAW FEBRUARY 2012 MAY 2012

Commercial Collector

Opened and reviewed Subrogation claims for various Insurance companies

(Geico, State Farm, and Nationwide). Also, prepared demand on all new Presuit Subrogation, Commercial, Student Loan and HOA accounts. Review all Judgment accounts and research for Asset Assessments. Initiated skip trace by using Westlaw and TLO. Emailing Client for updated addresses and Asset information (Bank account and Employment Information).Pull daily reports for new business and suit worthy claims and accounts. Reviewed Bankruptcy accounts and pulled Pacer reports. Prepared Consent Judgments for approved payment arrangements and sent Suspension request to Department of Motor Vehicles on Nonpayment Judgment accounts. Performed other duties, projects and responsibilities as assigned by the Attorneys and our various Clients.

JOHNSON AND FREEDMAN, LLC OCTOBER 2009 FEBRUARY 2012

Litigation Paralegal

Responsible for research and collection of data for Asset Assessments. Initiated skip trace by using Lexus Nexus and Accurint. Emailing Client for updated addresses and Asset information (Bank account and Employment Information). Prepared Notice of Hearings and calendared all hearings for all Collection and

Litigation cases on Microsoft Outlook. Contacted various Courts, Judges and

Judge’s Assistants for case and hearing information.

Initiated legal research of state and federal laws, regulations, and policies.

Reviewed and analyzed contracts and other legal material.

Prepared demand letter, filed complaints/summons and default judgments.

Issued Third Party Discoveries and Subpoenas. Prepared Motions for Summary

Judgments, Motion for Judgment on the Pleadings, Discovery and Asset Assessments. Prepared Judgment Liens on all Certified Judgments entered by the Courts.

Prepared dismissals of garnishments and complaints, satisfying the FIFA to cancel liens.

Prepared Consent Judgment agreements with clients’ approval. Performed other duties, projects and responsibilities as assigned by the Attorneys and our various Clients.

LEFTKOFF, RUBIN & GLEASON FEBRUARY 2008 AUGUST 2009

Litigation Paralegal

Prepared demand letter, filed complaints/summons and default judgments.

Issued Third Party Discoveries and Subpoenas. Prepared Motions for Summary

Judgments, Motion for Judgment on the Pleadings, Discovery and Asset Assessments.

Initiated skip trace: pulling Microbilt, emailing clients and doing 3rd party discoveries for employment and bank verification. Using Lexus Nexus and

Accurint as needed.

Prepared garnishments (Bank and wage) for suit Calculated attorney fees, court cost and interest.

Prepared dismissals of garnishments and complaints, satisfying the FIFA to cancel liens. Prepared Satisfactory of Judgments once accounts are paid off. Preparing forbearance and consent judgment agreements with clients’ approval.

Prepared numerous Auto Client’s accounts for Repo and Suit AmeriCredit,

CarMax, MAACO, SunTrust Bank, and Gwinnett FCU

TCT ATTORNEYS SEPTEMBER 2002 FEBRUARY 2008

Legal Account Manager/Paralegal

Researched disputed delinquent account balances and initiated correction of misapplied payments

Assistant Manager overseeing 10 to 20 associates

Trained new associates on loading legal claims in system.

Prepared Demand letters, Complaints/Summons and Default Judgments. Calculated court costs and attorney fees along with preparing suit packages and garnishments (wage garnishments and bank levies).

Prepared Wachovia and United auto deficiency and Bank of America credit card accounts for suit.

Worked on bankruptcy and charge off accounts

CONSECO FINANCE APRIL 1998 SEPTEMBER 2002

Mortgage Account Manager

Resolved 60 – 120+ days mortgage accounts.

Assistant Manager overseeing 10 to 20 associates

Prepared modifications and extensions for delinquent accounts and legal accounts for foreclosure.

Handled Bankruptcy and Attorney Accounts.

Processed personal loans and home equity accounts.

Prepared legal accounts for foreclosure and repossession.

Trained new associates on predictive dialer and payment posting system.

EDUCATION

COLUMBIA SOUTHERN UNIVERSITY FEBRUARY 2014 - Present

MAJOR: BUSINESS MARKETING

GEORGIA PERIMETER COLLEGE AUGUST 2008 - Transferred

MAJOR: BUSINESS ADMINISTRATION

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