JOANNE L PALMER

Professional Summary

Twenty (**) year Customer Service professional with more than eight (8) years of Collections experience with an emphasis on achieving exceptional results while maintaining ethical standards, and contributing to the financial success of the organization through one-million-dollar debt recovery each month.

Work History

D. O. E. S. - Workforce Development Specialist

Washington, DC

12/2022 – 09/2023

• Interviewed applicants to record work history, skills, and abilities, explained

• services, counseled, and answered questions to facilitate delivery of services.

• Referred applicants to suitable housing, resources, and employment after matching their qualifications to requirements on the employer's job orders.

• Performed employment counseling, disseminated labor market information while assisting employers in establishing their accounts for payroll purposes.

• Assisted with resume writing, mock interviews, and answered all questions concerning job opportunities and any other barriers that were keeping the applicants from obtaining employment. D. O. E. S. - Unemployment Cust. Serv. Rep./Tax Collector Washington, DC

04/2020 - 12/2022

• Triaged high volumes of Unemployment Compensation taxpayer and claimant calls regarding taxes owed or payments due.

• Contacted debtors via phone and email to negotiate payment arrangements and collected outstanding debts.

• Maintained accurate and up-to-date records of all collections activities in the company's database.

• Provided regular reports on collection activities and progress to the Collections Manager.

• Utilized various skip tracing software (Accurint/TLO) to locate, verify and correct data as needed to collect past due amounts. ad3hks@r.postjobfree.com

301-***-****

Fort Washington MD

Skills

• Accounts Receivables

• Collection Strategies

• Conflict Resolution

• Data Analysis

• Risk Management

• Time Management

Education

Suitland High School

Forestville, MD

High School Diploma

Healthy Buildings Intl. Inc. – Senior Collector

Fairfax, VA

08/2016 - 01/2020

• Independently maintained a past due collections portfolio of 5000

(plus) accounts for six (6) locations via face to face and phone to meet and exceed management projections of $1 Million Dollars

(plus) monthly in commercial collections.

• Placed at least fifty (50) (plus) assertive but tactful collection/past due calls daily to debtors to discuss account adjustments, negotiate payment dates, client disputes and invoice revisions.

• Calculated, processed, and documented credit card transactions, identified, and applied incoming checks to proper accounts and prepared Lien Waivers.

Fair Collections & Outsourcing - Collections Specialist Beltsville, MD

09/2014 - 07/2016

• Spoke with seventy-five (75) customers via phone and face to face daily with empathy and tact to create debt repayment plans based on their current financial conditions.

• Entered client contact details and notes into system for inter- departmental access and review.

• Processed payments and updated accounts to reflect new balances. Kelly Services - Call Center Supervisor

Largo, MD

03/2007 - 01/2014

• Managed the day-to-day operations of a high volume ACD inbound call center with thirty (30) call center staff to ensure all calls and referrals were handled without delay and customers were given the appropriate information as requested.

• Monitored calls and evaluated staff performance to determine if in place policies and guidelines were being met while interacting with the customer.

• Analyzed call reports to ensure staffing patterns were sufficient to meet the daily projected call volume and to identify areas that needed improvement.

• Trained and prepared call center staff to ensure they understood their roles in responding to the customer questions, complaints, and concerns.

• Developed standard procedures, scripts, policies, and guidelines for improving the services provided to customers.

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