Customer Service Collections Specialist
Resume:
Lakeisha Stover
Ashford, AL *****
****************@*****.***
Professional Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Work Experience
Collections Specialist
Mrs Bpo LLC-Taylor, AL
April 2020 to August 2024
Maintain accurate records of customer accounts, payments and payment plans. Contacted customers to discuss past-due accounts and negotiated payment plans. Maintained high volume of calls and met demands of busy and productive group. Processed payments and applied to customer balances. Achieved performance goals on consistent basis.
Negotiated to collect balance in full.
Reservation Agent
Island View Casino Resort-Gulfport, MS
June 2018 to February 2020
Resolved various issues and discrepancies for customers. Worked closely with front desk to achieve full occupancy of property. Produced and shared customer service reports to support management decision-making. Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings. Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities
Customer Service Representative and Sales
Bank Of America-Greensboro, NC
December 2010 to October 2017
Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base. Delivered superior customer service to retain existing customers and attract future customers. Worked with cross-functional teams to facilitate swift resolution of escalated issues. Kept detailed records of daily activities through online customer database. Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 90% of issues.
Answered constant flow of customer calls with minimal wait times Education
Associates in Information Technology
Brookstone College of Business - Charlotte, NC
June 2013
GED
Randolph Community College - Asheboro, NC
June 1997
Skills
• Goals and performance Performance improvements
Collections Accurate payment posting
Issue investigation Persuasion techniques
Call center experience
• Negotiation
• Typing
• Cold Calling
• Medical Collection
• Credit Analysis
• Customer service
• English
• Microsoft Word
• Microsoft Excel
• Call center
• Computer skills
• Phone etiquette
• Microsoft Outlook
• Microsoft Office
• B2B
Certifications and Licenses
Driver's License
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