Nykeshia Smith

Customer Services & Collections Representative

Zion, IL 60099

adwqp6@r.postjobfree.com

224-***-****

Maintenance problem solving, and customer service sales staff support. Well presented, polite, tactful individual who is able to combine apolitical manner with razor-sharp efficiency. Demonstrates strong communication skills and ability to establish rapport with clients. Professional and well- mannered.Ability to multi-task andwork independently. Attention to detail and meeting deadlines, working well in a team.

Authorized to work in the US for any employer

Work Experience

Collections Counselor 1

Dovenmuehle Mortgage, Inc. - Elgin, IL

November 2022 to Present

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers

• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate

• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures

• Discuss financial status, review monthly income and expenses, and determine reason for non-payment

• Offer Loss Mitigation assistance, when appropriate, explain options and processes in detail

• Demonstrate accurate knowledge and strict application of federal regulations and collection laws

(FDCPA)

• Follow all company and department policies and procedures.

• Utilize proper protocol, for borrowers, clients, state and federal regulations, as well as best practices

• Maintain and document mortgage collection systems and databases with all activities and communications

• Process mortgage loan payments in accordance with established guidelines

• Consistently monthly goals

• Reconcile accounts with misapplied payments.

• Successfully complete annual regulatory compliance training.

• Additional duties as assigned.

Reservation Specialist

Auto Europe - Libertyville, IL

March 2022 to August 2022

• answer incoming calls from travel agencies and direct clients for car rentals worldwide. Our employees are personable, motivated individuals who thrive in a lively, fast-paced environment located in the Deering areas.

• verify customer information and payment options, assign rentals and leasing options and respond to customers with confirmation emails or letters.

• Provided total quality customer service responding to and resolving immediate problems on a timely and efficient manner.

• Answer information inquiries regarding schedules, accommodations, procedures, and policies while providing excellent quality customer service

• Developed strong relationships with customers by building rapport, providing personable customer service and effectively assessing and addressing their needs.

• Executed daily operations of answering inbound customer service phone calls, informed ticket restrictions, flight arrival/gate & terminal information. Business specialists Insurance Agent

Medix Temp Agency - Chicago, IL

January 2021 to July 2021

• Set appointments to identify prospective client’s financial resources and needs

• Offer expert insurance policy recommendations to generate sales

• Provide continuous, excellent customer service to client base

• Progress upwards through the management plan available

• Agents possesses the following skills and abilities:

• Strong customer service skills on the phone and face-to-face

• Passion for people, developing relationships and building your network

• Goal-oriented with a focus on achieving sales success

• Excellent time management and organizational skills

• Highly ethical and customer service-focused to build trust with clients Debt Collection Specialist

Transworld System, Inc - Lake Forest, IL

January 2020 to December 2020

• Communicate with consumers by telephone and approved written correspondence to attempt to bring resolution to unpaid accounts.

• Provide thorough, efficient, and accurate account updates on computer files for each call made or received. • Demonstrate effective skip-tracing techniques by locating consumer contact information.

• Counsel delinquent consumers to assist in finding funds to meet their payment obligations.

• Knowledge, understanding, and compliance with all applicable Federal, State, Local laws and regulations relating to job duties.

• Knowledge, understanding, and compliance with company policies and procedures.

• Maintain knowledge of functional area and company policies and procedures.

• Provide feedback to management concerning possible problems or areas of improvement.

• Make recommendations to implement improved processes.

• Perform other duties as assigned by management.

Mobile Expert/Customer Service Sale Rep

TCC WIRELESS/ T-MOBILE - Zion, IL

November 2018 to December 2019

• Ensures compliance with all company policies and procedures

• Maintains store appearance, back room, restrooms and individual work area according to the retail store standards.

• Patiently explores customer needs regarding their experience with thoughtful questions and support with service activation, changes and bill payments, equipment replacement, selling accessories and processing price plan changes and upgrades.

• Provides world-class customer service including greeting customers in the stores, answering phones and assessing their needs, Drives monthly revenue goals through sales by acquiring new customer accounts, maximizing existing customers' accounts, identifying revenue opportunities, and excelling in quality metrics.Builds relationships with TCC Wireless employees and customers across all channels of the business

• Works with store management in opening, closing and operating the retail facility Order Entry Customer Service Specialist

LTD Commodities LLC - Bannockburn, IL

August 2016 to October 2018

Responsibilities

Effectively managed high-volume inbound and outbound customer calls customer place order out of catalog. Customers either order from ltd commodities or lakeside collections.

• Demonstrated mastery of customer service call script with specified timeframes s

• Followed up on all issues to ensure resolution within timely manner, and commercial solutions to customer as necessary

• Followed procedures and systematic processes, resolved telephone and email quickly and to completion.

• Obtained and evaluated all relevant information to handle product and service inquiries

• Managed customers account, and keep records of customers interactions and transactions

• Data entry-alpha and numeric data entry to add new records, verify, correct, edit, and change.

• Performed data entry-alpha and numeric data entry to add new records, verify, correct, edit, and change

Education

Associate in Science Business Management

Colorado Technical University - Colorado Springs, CO November 2017 to June 2021

High school diploma

North Chicago Community High School - North Chicago, IL August 2005 to May 2009

Skills

• Excel (10+ years)

• SAP (10+ years)

• Call Center (10+ years)

• Customer Service (7 years)

• Customer Care (10+ years)

• Collections (2 years)

• Order Entry (2 years)

• Databases (2 years)

• Account Management

• Microsoft Outlook

• Sales

• Typing

• Quality Assurance

• Process Improvement

• Presentation Skills

• Software troubleshooting

• Customer support

• Help desk

• Microsoft Excel

• Microsoft Word

• Microsoft Powerpoint

• Customer service

• Computer Networking

• Technical Support

• Microsoft SQL Server

• Business Requirements

• Mainframe development (2 years)

• Documentation review

• Insurance verification

• Medicare

• Analytics

• Financial analysis

• Live chat

• E-commerce

• Windows

• GIS

• Microsoft Office

• Eaglesoft

• Supervising experience

• CCTV

• Analysis skills

• Microsoft Access

• SharePoint (5 years)

• NetSuite (5 years)

• English

• Reservations (1 year)

• Leasing

• Accounts payable (3 years)

• QuickBooks

• Order fulfillment

• Manufacturing

• Blueprint reading

• B2B (8 years)

• ERP systems

• FTP

• B2B sales

• AJAX

• Sage

• Sage

• Marketing

• Branding

• Screen printing

• Zendesk

• Magento

• Leadership

• Salesforce

Certifications and Licenses

Food Handler Certification

Contact this candidate