Customer Service Support

Erika Harris

**** ********* ***** **** *****, Texas 214-***-**** *****.**********@*****.***

CUSTOMER SUPPORT AND COLLECTIONS SPECIALIST

Specialize in customer support and collections management.

Able to evaluate, assess and identify a firm’s delinquent accounts as well as records of any payments collected from customers.

Able to resolve outstanding debts by ensuring customers make the appropriate payments or negotiate a payment plan to collect in installments while maintaining positive cash flow.

Able to skip trace and utilize other tools to try to locate customers who have moved or changed phone numbers as well as maintain records of contacts.

Able to resolve customer issues and complaints concerning billing.

Able to submit regular reports on the status of unpaid accounts and repayment progress by customers.

Skills

Microsoft Office Suite

AS400/SAP

Customer Service

Collections/Skip Tracing

Multi-Line Phones

Customer De-escalation

Accounts Receivables/Payables

Customer Call Center

Loss Mitigation

Speed Pay

Professional Experience

American Car Center, Memphis, TN

Customer Support/Collections Specialist July 2021 – February 2023

Managed high volume of auto collection accounts daily while maintaining customer service and satisfaction. Contacted customers to bring accounts current or work out payment plan. Initiated skip tracing method and GPS tracking to locate collateral.

Outcomes:

Highly customer service driven, strong attention to detail and collections deadline driven.

Handled high volume of collections accounts to resolve delinquencies.

Bakers Flooring and Construction, Fort Worth, TX

Accounts Receivable/Payable Specialist February 2019 – March 2021

Made business to business calls to obtain billing payments while resolving payment discrepancies. Prepared and sent customer invoices, ordered supplies and sent service request to customers. Maintained billing accounts and records while negotiating payments; recorded and reconciled payments.

Outcomes:

Assisted the accounts receivables department in day-to-day special projects and ongoing initiatives according to current needs.

Regional Acceptance Corporation, Arlington, TX

Collections Specialist, March 2018 – July 2020

Carried out day-to-day account collection duties for national auto finance company. Initiated contact with customers and businesses to negotiate recovery of collateral balances. Collected delinquent customer accounts in accordance with collection policies while maintaining compliance with state and federal Fair Debt Collection Practices.

Outcomes:

Successfully utilized all collection tools provided by management to include extensions, hardship modifications, reinstatements and repair claims to make the best decisions for the company.

Evaluated each loan and determined the best course of action for the customer in resolving the problem permanently.

Kubota Credit Corporation, Fort Worth, TX

Document Specialist, August 2016 – November 2017

Maintained and revised standard operating procedures for the administration department within the organization. Assisted in training other document specialist while working unilaterally with other departments within the company.

Outcomes:

Considerable amount of high-document processing with high-level of results rate turn-around.

Assisted with overall operations unilaterally to achieve maximum results.

Collaborated and assisted as a team player with coordination of the emergency need based program.

Education

Wyatt High School, Fort Worth, TX

High School Diploma, 1996

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