Customer Service Account Manager

LAURIE MACIN

*** **** *** *** ** New York, NY ***19

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

757-***-****

An outstanding professional offering exceptional office operations support. Expertise in managing top initiatives and critical projects; effectively supports all aspects of running and growing a company, is very loyal and has a positive attitude. A dedicated professional with a personable approach and a result’s driven focus. A very strong background in collections, skip tracing and legal, and strives to keep a positive work environment to boost morale. A notable success in development and dissemination of executive-level communications.

Work History

Twenty-six years of CUSTOMER SERVICE and COLLECTIONS experience Portfolio Recovery Associates, LLC Account Manager Norfolk, VA 12/18---2/20 Collects charged off accounts of all types to get the debts out of collections in a positive pay status. Achieves and surpasses monthly personal and team goals, leads the team with a positive attitude, helps with difficult customers, and ensures the utmost professionalism with a customer service-oriented approach.

Crescent Bank & Trust, Customer Relations Rep II, Norfolk, VA 10/16---12/18 Senior Collector in the 21-59 group, collects delinquent accounts and resolves issues such as insurance claims, bankruptcy, and repossessions. Also assists with the Quality Assurance department in monitoring calls to ensure quality and professionalism and that all company policies are followed.

Summs Skip & Collateral Services, Repossession Case Manager, Virginia Beach, VA 7/15---10/16 In charge of several client’s large portfolios of repossession assignments, skip-tracing to find their vehicles, keeping them posted of the agent’s progress, also called the customers to try & resolve the account and stop the repossession.

Hampton Roads Finance Company, Account Manager/Senior Collector, Virginia Beach, VA 12/07--- 6/15---Company Shut Down (No Notice)

In charge of getting and keeping delinquency down for individual and company goals. Assist coworkers with difficult customers to ensure a positive outcome and maximum payment. Customer service on the phone and in person when customers have special needs or requests. Prepare legal and repossession documents on defaulted accounts.

Lead team of collectors to group and personal goals to eliminate delinquency. Processed legal documents and represented company in court. Assisted the accounting department with posting payments. Education

Criminal Justice Certification

1990 Hampton Roads Regional Academy of Criminal Justice-Hampton, VA Associates Degree: Accounting

1987--1989 Tidewater Community College -Virginia Beach, VA High School Diploma

1986 Honor Graduate-Kempsville High School-Virginia Beach, VA