Customer Service Analyst Ii
Resume:
Lowell A. Reed
Dallas, Texas 75287
Email: ************@*****.***
Professional Experience
Sangoma Technologies
AR Collection Specialist 3/2023-Present
As an AR Collection Specialist, I am responsible for posting payments and making up to 80 collection calls daily. I research and resolve payments for all customer’s providing clients with accurate account information. I ensure aging accounts don’t go past 60 days by investigating, reconciling, and working closely with our billing and sales team, updating and maintaining a live aging report. My overall goal is to build a strong business relationship with existing customers, provide stellar customer service, and work independently yet cohesively with the team toward the success of the company.
Hyundai Capital America 3/2016- 6/2022
Recovery Analyst II
As a Recovery Analyst II I was responsible for recovering deficiency accounts while managing multiple queues consisting of deficiency and secured charged off accounts. I negotiated to collect the full balance on charged off accounts or made appropriate arrangements to increase recoveries. These accounts consisted of secured, PPA, dismissed bankruptcies, insurance deficiencies, small balance, and various others. I documented the collection efforts and updated the customer’s information in the collection system. I identified and tracked accounts that needed to be repossessed. I assigned and followed through on out-for-repossession vehicles. I utilized various means of skip tracing to locate contactable phone numbers and addresses of customers and/or the collateral. I complied with all policies and procedures while maintaining and executing professional customer service.
Ally Financial
Asset Recovery Collector 02/2014- 01/2016
As an Asset Recovery Collector, I was responsible for collecting on three types of debts. (EE) Efforts Exhausted, (INS) Insurance, and (EMW) Excessive Wear accounts. I took inbound and made outbound calls collecting on over 2500 loans that were 15 days to some over 7 years past due. I was on the dialer 2-6 hours a day. I worked closely with Management and the Resolutions team to resolve disputed accounts. I negotiated and sometimes offered approved settlements to bring closure to certain accounts. My goal was to resolve, collect, and offer the best possible solution for the customer and the company.
Santander Consumer
QA Associate/Mid-Range Collector 09/2008-11/2013
As a member of the Quality Assurance Team, I handled various aspects of call quality for all areas of loan servicing. I was assigned to evaluate and monitor call reports tracking areas of concern as designated by upper management, this also included evaluating and scoring calls recorded in domestic and offshore call centers. I participated in monthly calibrations sessions, working closely with management to resolve disputed call scores. As a collector I collected on auto loans that were 31-120 days past due. I took incoming and made outgoing calls assisting clients with their accounts. I took payments, set up payment arrangements, and assisted customers whose accounts were pending possible repo. My goal was to offer the best possible solution to bring their account back to a current status.
AmeriCredit
Collateral Recovery Associate 01/2008-08/2008
I was responsible for recovering 25 or more vehicles per month. I worked closely with multiple vendors, auctions, and internal customers, using various skip tracing tools to locate and recover the assigned units.
Idearc Media/Verizon
Commercial Account Manager 10/2004-12/2007
I was responsible for maintaining a database of over 2500 accounts. I collected on commercial accounts that were 60-270 days past due, taking incoming and making outbound calls. I also worked closely with sales reps and the customer care team to assure our customers the highest most efficient customer service we could provide. My overall goal was to reduce the A/R, assure accurate & professional assistance, and maintain the customer.
Equity Residential Properties
Account Specialist 11/1996-10/2004
I maintained a que which consisted of 900-1100 accounts, collecting on those that were 30-120 days past due. My requirements were to make 75-100 calls daily, assisting customers and properties with any issues or disputes reported. I was also the lead over the eastern & western divisions. In this area I was responsible for helping co-workers with any talk-offs they could not close and monitored the department’s daily activity, reporting end-of-day results to management.
Federal Reserve Bank
Commercial Reconciler 10/1994-10/1996
My essential function was to balance commercial accounts to Control Machine after checks had been run thru sorters, reconstructed, and prepped. I used systems ORBS, CPCS, and CTMC to service our customers.
Education
Greenville High School 1983 H.S. Diploma
National Education Center 1994 Certification
Software
Shaw Debt Manager M/S Outlook
Field Point NetSuite/FCS Call Quality Management
Lexis Nexis Accurint Daybreak
Insight Siebel (CRM)
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