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Tammy D. Smith

Fort Worth, TX ***** CM: 682-***-**** E: adnmh8@r.postjobfree.com

Summary

I love doing collections I love helping people with their account. I've been doing collections since 2002. Skills

● Data entry Sending emails Phone Skills

● People Skills

● Customer service

● Data entry

● Debit

● Loan processing

● People Skills

● Phone system

● Phone Skills

● Phone

● Credit card payment processing

● Call center experience

● Microsoft Office expertise

● Inbound and outbound calling

● Courteous demeanor

● Active listening

● Customer relations

● Adaptive team player

Experience

COLLECTIONS AGENT/INVOICE AGENT 08/2020 TO 01/21

CROSSPOINT COMMUNICATIONS THRU AJILON ARLINGTON TX TAKING AND MAKING COLLECTION CALLS ON PAST DUE INVOICES. REVIEW INVOICES FOR ANY MISTAKE BEFORE SENDING THEM TO THE CUSTOMER CUSTOMER SERVICE REPRESENTATIVE 01/2020 to 06/2020 Smart Start Inc. - Grapevine, TX

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

● Evaluated customer account information to assess current issues and determine potential solutions.

● Answered 100+ inbound calls per day and directed to designated individuals or departments.

● Reviewed account and service histories to identify trends and issues.

● Delivered high level of service and support to each customer, paving way for future business opportunities.

● Escalated customer concerns, store issues and inventory requirements to supervisors.

● Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

● Answered customer questions and addressed concerns, resulting in 95% reduction in complaint calls. LOAN PROCESSING AGENT 04/2019 to 10/2019

Borrowworks - Fort Worth, TX

● Taking and making loan process calls as well as taking incoming customer service calls.

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● Going over loan contract on 2 different loan portfolios. CUSTOMER SERVICE AGENT & COLLECTION AGENT 07/2015 to 10/2019 Borrowworks - Fort Worth, TX

● Evaluated customer account information to assess current issues and determine potential solutions.

● Exceeded team goals and collaborated with staff to implement customer service initiatives.

● Evaluated benefits for each caller to determine service needs and address concerns. 11/2015 to 04/2019

In collection department

● Took and Made Collection calls via automated phone dialer Took payment arrangement over the phone Processed payment over the phone via Debit card or ACH Sent emails to Customers concerning their account.

● Worked two different loan portfolios.

CUSTOMER SERVICE REPRESENTATIVE 07/2015 to 11/2015 Borrowworks - Fort Worth, TX

● Took and made loan processing calls as well as customer service calls, Took and Made Collection calls for cell phone bills Made payment arrangements Transfer calls to other departments as needed Interupt service for non payment, Taking customer service calls Made and took loan process calls too Moved to collection department in November.

● Evaluated customer account information to assess current issues and determine potential solutions.

● Assessed customer needs and upsold products and services to maximize loan sales.

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

● Answered 125+ inbound calls per day and directed to designated individuals or departments.

● Upheld privacy and security requirements established by FCC regulatory agencies. COLLECTION AGENT 02/2010 to 01/2015

CGI - Bedford, TX

● Took and Made Collection calls on past due sell card accounts Made payment arrangements Took payment over the phone On auto phone system.

COLLECTION AGENT 07/2002 to 01/2015

Hawk Electronics

● Contacted customers and explained debt management to encourage timely debt payments.

● Resolved billing discrepancies and customer credit issues.

● Followed fair debt practices and regulatory guidelines when managing collections process.

● Placed outbound collections calls daily to approximately 80 accountholders.

● Upheld privacy and security requirements established by FDCPA regulatory agencies.

● Identified past due accounts and contacted account holders to arrange payment.

● Created repayment plans based on account holders' financial status and repayment abilities.

● Updated account status records and collection efforts. Education and Training

Richland High School - - Hills, TX Diploma

1993

None - Tarrant County College - Hurst, TX

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