Customer Service A Dedicated

Shannon Bailey

***** ******* ****** **.

Riverview, FL 33579

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

*************@*****.***

Profile

I am a dedicated individual who has determination to excel and succeed in any environment. I have extensive experience in collections with additional skills in sales and customer service. I am always ready to enhance my abilities, accept new responsibilities or roles, continue to learn daily and develop my professional skills to further build my career. I am a great team player and also work very efficiently on my own to complete any given assignment or directive. I am seeking a position where I can continue to evolve and excel while giving my best to an employer.

Key Skills

Solving difficult tasks or problems by troubleshooting and providing different angles/ideas resulting in multiple solutions

Lead employees and Managers to set goals and priorities by applying the correct methods and using all available necessary resources

Provide a standard of excellence in the work place by exceeding expectations and being the example others follow.

Multi-tasking, meeting deadlines for audits and reports which includes but isn’t limited to employee issues, consumer request and administrative work.

Pulling and Analyzing Credit Bureau (Experian, TransUnion, Equifax) reports and public records to utilize information needed

Work and communicate as one team to work toward common goals and promote company culture

Experienced at operating collections and recovery programs such as Lattitude, EDA, CBC Innovis, TLO, Noble and Accurint, LiveVox, ADP, Manager Dashboard

Knowledgeable in using Microsoft Outlook, Word, Excel, and PowerPoint

Professional Experience

Collections Agent

March 2021 – Current Sequium Asset Strategies Jacksonville, FL

Answer inbound calls from consumers who are seeking help resolving their delinquent accounts.

Make outbound calls to resolve delinquent accounts, negotiate with consumers, offer different payment options and come to resolution.

Working with consumers to come up with a payment plan or resolution that works for them to resolve their debt.

Inform customers of account details and answer any questions

Process disputes and fraud accounts correctly and give client specifics.

Handle credit inquiries and advise the consumer the process for company policy regarding updating their credit report.

Notate accounts in Latitude and LiveVox, enter complaints into tracker, enter payments, dispute, fraudulent accounts into apps and settled accounts into SIF tracker.

Process payment in LiveVox using credit card capture system and enter account information into latitude for check by phone payments.

Submit account to client for review due to fraud, dispute, bankruptcy etc.

Corporate Trainer

September 2020- March 2021 Contract Callers Jacksonville, Fl

Trained new hires on FDCPA, TCPA, collection laws and regulations

Trained new hires on how to use systems I.e., latitude and Live Vox

Coached new hires and up trained them on call flow and call resolution.

Screened and Interviewed applicants

Updated our job post for Indeed and Glassdoor and handled social job posts.

Created training material using PowerPoint, Microsoft 365 and Excel.

Created and revised companies' policies and procedures.

Supervised a team of ten remote agents. Had team meeting weekly, reviewed scorecards twice a week with the agents, processed payments, handled escalated calls, updated ques, and ran decline reports.

Handled and managed Live Vox campaigns and monitored agents to make sure they were not on a call too long or in Not ready for an excessive amount of time.

Updated and corrected time in ADP, reviewed time off requests and sent to Human Resources.

Collections Supervisor

May 2020 – September 2020 FIS Global Solutions Jacksonville, FL

Reviewed and monitored agents Wrap time, In Call percentage, Productive Time, call count, Not Ready times and RPC Conversion rates by using Live Vox Manager Portal.

Assisted agents on locating account information for vehicle repossessions.

Handled complaint calls and returned calls to customers to come to resolution.

Kept track of payments in excel and updated each agent's daily payment sheet.

Reviewed loan extension to make sure they were handled and processed correctly. If not, I would reach back out to the customer to correct any mistakes and then forward to the loan department.

Uptrain and coach agents when needed.

Reviewed scorecards with agents and went over areas of opportunity.

Started LiveVox campaigns and made sure we always had calls coming through and campaigns built to get through the day.

Collections Supervisor

April 2017 – April 2020 Diversified Consultants Inc, Jacksonville, FL and Portland, OR

Actively ensured the collection floor was organized and productive at all times while promoting the DCI culture, leading by example and problem solve no matter the issue. I always have an open-door policy for any agent to be able to come up and speak with me openly or privately regarding any issue or concern and handle accordingly.

Validate agents are in correct campaigns, made sure dialer wait times between calls were 25 seconds or less.

Review and monitor agents wrap up time, in call percentage, productive time, call count, not Ready times and RPC Conversion rates by using Live Vox Manager Portal.

Coached agents and conducted coaching sessions to go over their weekly, monthly and quarterly scorecards.

Issued verbal and written warning when necessary.

Held team meetings each month to go over monthy goal, areas we were excelling in and what areas we needed to improve on.

Review Account Analysis/Queries to issue out daily decline reports, gank reports, nsf reports, recalled accounts and to make sure disputes/fraud accounts were handled correctly.

Money Queues, No Resolutions, Owned files- new business activations, skip tracing efforts,

Review and understand client scorecards along with overall company production on client breakdowns verses where we currently stand compared to the competition.

Assistant Collections Manager June 2014-April 2018 Diversified Consultants, Portland, OR

Assisted Supervisor with desk changes and running payments

Helped agent’s close calls and set up payment arrangements

Conducted Side by sides to up train agents

Supervised the team if the supervisor was out

Kept track of the team's declines, quarterly numbers, trajectory and monthly projections for end of month

Effectively communicated to 12 agents regarding recent client changes and/or any changes within the company.

Ensured that agents provided good customer service experience, were overcoming objections, abiding by UDDAP/FDCPA and state laws, including disclosures such as Mini-Miranda, quality recording, TCPA, payment authorizations and no resolution disclosures.

Live monitored agents throughout the day to provide coaching and/or to handle escalated calls.

Academic Experience

OCHS Graduate 2007, Oregon City, Oregon

GPA: 3.85

Excelled in English literature and Psychology

References Available upon Request

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