Customer Service Collections Specialist
Resume:
Rachel Miller
Sacramento, CA *****
***********@*****.***
Service-focused customer service and collections specialist bringing unparalleled skills in customer relations, task prioritization, and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions, and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Authorized to work in the US for any employer.
Work Experience
Intake Specialist
Sacramento Housing and Redevelopment Agency
March 2024 to Present (3 months)
Facilitated intake process for new housing program applicants, ensuring accurate completion of documentation and adherence to program guidelines.
Assessed applicant eligibility based on program criteria, including income verification and household size.
Served as a client advocate, addressing inquiries and providing compassionate support throughout the application process.
Maintained confidential records and entered data accurately into agency databases.
Collaborated with community partners to promote housing program awareness and accessibility.
Collections Specialist
BMO/Spectraforce - Remote
September 2023 to Present (8 months)
Assisted with integrating 1.8 million new customers and 500 branches into new system after merger.
Worked with a dedicated team on a calling campaign, utilizing special reporting tools to identify reasons for customer delinquency.
Deployed new targeted communities to impacted customers, drastically reducing delinquency rates.
Claims Analyst
Employment Development Department/Randstad - Remote
June 2022 to February 2023 (9 months)
Maintained strict confidentiality with all personal data as per company guidelines.
Viewed reports regularly to ensure efficient processing and identify areas for improvement.
Implemented effective new processes to improve performance based on data analysis.
Case Manager/Team Lead
Housing Is Key/COVID19 Rent Relief Program - Remote
March 2021 to January 2022 (11 months)
Provided customer support, resolved tenant and landlord concerns, and explained program requirements.
Reviewed documentation and input data to complete eligibility processes and certifications.
Conducted extensive outreach and data analysis to support program objectives.
Aided quality assurance team by conducting final case reviews and providing training to new hires.
Chat Specialist/Customer Service Representative
Gap Inc. - Remote
May 2019 to March 2021 (1 year 10 months)
Managed over 100 chats/calls per day, maintaining high standards of accuracy and customer satisfaction.
Provided dynamic customer service experience for diverse customer base.
Prepared reports, memos, letters, and other documents using software tools.
Assisted customers with orders, replacements, and inquiries across multiple brands.
Collections Specialist
Nationwide Credit Corporation
January 2012 to August 2014 (2 years 8 months)
Oversaw all aspects of collecting payments due from accounts receivable.
Followed company and client policies and procedures, complying with all regulations governing collections.
Managed individual and company accounts, arranged debt repayment, and educated customers on account management options.
Education
High School Diploma
Mesa Verde High School
1996 to 1997
Links
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