Customer Service Resolution Specialist
Resume:
Dlabrea James
Asset Investigator-Collections Specialist
Dallas, TX 75215
************@*****.***
Authorized to work in the US for any employer
Work Experience
Asset Collateral Investigator
Secure Collateral Management - Dallas, TX
January 2020 to Present
• Daily duties may include some or all of the following:
• Gather, analyze, or evaluate information from a variety of sources, such as court records, credit header data, people location software.
• Use various location databases and software packages to locate vehicles subject to repossession
(automatic license plate recognition software)
• Work closely with repossession agents to coordinate activities
• Manage the repossession process for bank clients
• Work closely with bank employees
• Perform in depth people/vehicle location searches
• Proactively monitor accounts and address a variety of issues
• Make phone contact with customers, field agents, and while skip tracing Collections Specialist
Credence Management Solutions - Addison, TX
December 2018 to October 2019
Makes outbound collection calls in a professional manner while keeping and improving customer relations. Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner. ... Review and monitor assigned accounts and all applicable collection reports.
Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information.
Collection Specialist
Caine & Weiner - Dallas, TX
December 2017 to September 2018
Commercial collections
• Negotiate payments
• Read credit reports
• Achieve daily call quotas requirements
• Achieve minimum collection goal requirements
• Manage portfolio of accounts
• Skip tracing
• Telephone/dialer
Collects in accordance to all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Makes effective use of the dialing system to increase right party contacts. Meets assigned standards and expectations as required. Ensure accounts are worked according to business strategy and within Quality Assurance guidelines. Determines the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies while exercising negotiation tactics. Educates the customer about the terms of the contract. Adheres to company policy and procedure. Collections Specialist
Pro collect - Dallas, TX
June 2017 to November 2017
Perform collections on a specific portfolio of accounts that are past due under the general supervision of a Collections Supervisor. Contacting past due accounts via phone. Working on 200-300 accounts per day. Maintaining accurate collection notes on past due accounts. Operating a collections database in a Windows-based operating system. Communicating calmly with past due account holders who are upset or hostile. Completing other tasks as assigned.
Cornerstone Staffing
Customer Service Representative for PFSweb - Dallas, TX October 2016 to June 2017
Takes inbound calls, process payments, deescalate situations, file claims, take responsibility, correct issues, and satisfy the client
Santander Consumer USA
Resolution Specialist
Santander Consumer USA CHRYSLER CAPITOL RETAIL AND LEASE - Lewisville, TX September 2012 to June 2015
Works Frontend, Midrange, Backend, Deficiency and the Remarketing of Leased accounts. Collects in accordance to all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Makes effective use of the dialing system to increase right party contacts. Meets assigned standards and expectations as required. Ensure accounts are worked according to business strategy and within Quality Assurance guidelines. Determines the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies while exercising negotiation tactics. Educates the customer about the terms of the contract. Adheres to company policy and procedure. Back End Account Manager
Lewisville, TX
March 2014 to June 2014
Works accounts 61-Potential Losses and Charge offs. Skip traces and utilizes available tools to locate the units. Collects in accordance to all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Makes effective use of the dialing system to increase right party contacts. Meets assigned standards and expectations as required. Ensure accounts are worked according to business strategy and within Quality Assurance guidelines. Determines the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies while exercising negotiation tactics. Educates the customer about the terms of the contract. Adheres to company policy and procedure.
Mid Range Account Manager
Lewisville, TX
April 2013 to May 2013
Works accounts 41-60 days past due. Collects in accordance to all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Makes effective use of the dialing system to increase right party contacts. Meets assigned standards and expectations as required. Ensure accounts are worked according to business strategy and within Quality Assurance guidelines. Determines the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies while exercising negotiation tactics. Educates the customer about the terms of the contract. Adheres to company policy and procedure.
Front End Acct Mgr NRH
Works current month-40 Days past due accounts. Collects in accordance to all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Makes effective use of the dialing system to increase right party contacts. Meets assigned standards and expectations as required. Ensure accounts are worked according to business strategy and within Quality Assurance guidelines. Determines the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies while exercising negotiation tactics. Educates the customer about the terms of the contract. Adheres to company policy and procedure. Education
High school or equivalent in Business Management
Strayer University - Irving, TX
2011 to 2014
Indiana University Northwest - Gary, IN
1994 to 1996
Gary Area Career Center - Gary, IN
1990 to 1992
Skills
• Customer Service (10+ years)
• CREDIT (1 year)
• TRAINING (2 years)
• COLLECTIONS (8 years)
• Customer Support
• Call Center
• CSR
• Customer Care
• Negotiation
• Microsoft Office
• LexisNexis (7 years)
• TLO (4 years)
• Accurint (7 years)
• Been Verified (10+ years)
• Zabasearch (10+ years)
• Google search (10+ years)
• Reverse Search (10+ years)
• Operating Systems
• Quality Assurance
• Portfolio Management
• Microsoft Excel
• Fair Housing regulations
• Microsoft Access
• Databases
• Writing Skills
• Data entry
• Office experience
• 10 key calculator
• Microsoft Word
• Basic math
• Typing
Assessments
Attention to detail — Completed
October 2019
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Completed
Customer service — Familiar
November 2019
Identifying and resolving common customer issues.
Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
FRONT END, CREDIT, TRAINING, COLLECTIONS, Mid Range Collections, Backend Collections, Third party collection, Front End Collections 2012, Mid-Range Transitional 2013, Backend Transitional 2013, CCAP Late Stage 2014, CCAP Early Payment Default 2015, Remarketing Lease Vehicle Training 2015 (6 years)
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