Service Representative Data Entry

TF

TINA FRENCH

*************@*****.*** 1-863-***-**** Vero Beach, FL 32968

Summary

Resourceful Collections Representative with 32 years' experience in the consumer and corporate collections industry. Highly skilled in monitoring accounts, setting up payment plans and handling irate customers with professionalism and understanding. Excited to bring talent and leadership to growing collections agency.

Determined and diligent Collections Representative with background in collecting delinquent monies from debtors. Excellent communication, organizational and negotiation skills. Outstanding customer service skills and [Type] knowledge.

Focused Collections Representative with a background in the consumer debt industry. Reliable, honest and committed to recovering debt that is rightfully owed. Expert in maintaining a friendly demeanor in even the most challenging of situations. Proficient in mathematics, negotiation and data entry.

Firm and determined Collections Representative committed to collecting amounts owed. Quickly resolve settlements through effective negotiation. Proven success in consistently handling crucial issues diplomatically.

Veteran Collections Specialist with top-notch follow-through and methodical approach. Strong researcher successful at persuading customers and obtaining payments.

Skills

Skip tracing

Automated dialer experience

Insolvency resolution

Installment plan set up

Effective negotiator

Policy standards and guidelines

Data entry

Team collaboration

Friendly voice

Familiar with locating individuals

Team-oriented

Customer research

Investigation due diligence

Records maintenance

Credit and collections

Payment acceptance

Call center background

Persuasion strategies

Experience

City of Lakeland Lakeland, FL

Collections Representative

05/2008 - 10/2020

Entered customers' financial status information into system.

Upheld privacy and security requirements established by [Type] regulatory agencies.

Handled irate customers smoothly to achieve performance targets.

Reasoned with customers and attempted to negotiate full balance payments.

Advised debtors on payment options and set up payment plans.

Used effective questioning techniques to clarify why debtors were delinquent.

Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.

Notified customers of delinquent accounts with attempt to collect outstanding amounts.

Located and monitored overdue accounts using billing system to begin collections process.

Mentored new members on scripts, strategies and company information to maximize performance.

Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.

Overcame objections by applying advanced training and persuasion techniques.

Recorded information about customers' financial status and collections status efforts.

Arranged for debt repayment and established repayment schedule based on customer finances.

Met demands of busy collections group by performing high volume of daily calls.

Reviewed accounts to determine payment plan compliance.

Received payment and posted to appropriate customer accounts.

Located debtors by utilizing skip tracking and other strategies.

Completed skip traces on customers failing respond to collection efforts.

Recorded and updated customer personal accounts with accurate contact information.

City of Lakeland Lakeland, FL

Customer Service Representative

05/1989 - 05/2008

Set up and activated customer accounts.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Reviewed account and service histories to identify trends and issues.

Remained constantly aware of customer activity to ensure safe and secure shopping environment.

Trained new employees on procedures and policies to maximize team performance.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Made outbound calls to obtain account information.

Exceeded company productivity standards on consistent basis.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Assessed customer account information to determine current issues and determine potential solutions.

Consulted with customers to determine best methods to resolve service and billing issues.

Created and implemented process improvements to reduce workloads and bolster callback efficiency.

Education and Training

Traviss Technical College Lakeland, FL

Clerical

Kathleen Senior High School Lakeland, FL

High School Diploma

06/1980

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