Call Center Online Order
Resume:
Stashia M. Miller
**************@*****.***
WORK EXPERIENCE:
**/****-**/**** *** 06/2013 - 10/2013 and 01/2012 - 08/2012
Resolution Specialist/Senior Collector, Innovative Debt Recovery/BHK Financial, Phoenix, AZ
- Provided 3rd party collection services to a variety of clients including credit unions, advertising agencies, property management/landlord, and payday loan companies – consumer and commercial collections
- Top performer status earned and maintained throughout career.
- Worked independently using Collect! software to field or initiate manual collection calls daily.
- Prepared accounts for legal placement and worked directly with placement attorney firms.
- Utilization of skip-tracing tools such as Accurint, TLO, and Lexis-Nexis to locate debtors.
- Maintained 100% compliant rating in FDCPA and ACA rules and regulations throughout career.
- Extensive use of Collect!, Microsoft Office including PowerPoint, Excel, Outlook and Word.
08/2021-02/2022
Unemployment Claims Representative - U.S Department of Labor – Unemployment Insurance / Accenture via Adecco, Baltimore, MD
- Responsible for interviewing claimants via phone in a remote call center environment.
- Verified information and ensured accurate entry and updating of claimant and employer information.
- Educated claimants of guidelines and procedures to ensure proper payments.
- Worked within a team to resolve or escalate fraud and claim disputes.
08/2019 - 10/2020
Online Order Specialist / Data Entry Clerk, Front Yard Originals, Linden, MI
- Online order support for three companies housed at one location. -Ensured accurate online order input from multiple 3rd party websites to company mainframe systems. Worked independently and on strict deadlines to supply the shipping department with order accuracy and timeliness. Updated and maintained company websites. Supported call center staff with answering phones, order entry and customer service duties.
11/2017 - 03/2025
Independent Contractor / Delivery Driver, DoorDash, Uber, Grubhub, Shipt, Genesee County, MI
Provided delivery services for various companies as independent contractor. Ensured accuracy of orders and safe delivery of merchandise. Maintained Platinum delivery status due to high performance ratings.
06/2016 - 10/2017
Credit and Collections Manager / Paralegal, Credit Bureau of Ypsilanti, Inc., Ypsilanti, MI
-Management and oversight of daily agency operations. Multifaceted point of contact liaison for credit client, collection clients, vendors, and consumers. Responsible for monitoring deadlines, invoicing, billing, and general accounting.
- Supervision of call center-based collection staff including legal support. Responsible for hiring, termination, training, and supervision. All job duties as required to operate call center operations.
- Performed general case management / paralegal duties– Review and set up new matters, calendar any critical dates, provide notary services, and any necessary case management until resolution.
Stashia M. Miller
WORK EXPERIENCE:
04/2015 - 01/2016
Telephone Interviewer, DataStat, Ann Arbor, MI (Call Center)
- Conducting confidential medical telephone interviews while following detailed protocol.
- Achieved and maintained top ratings for successful interview completion and quality of delivery.
- Trained and mentored new staff to improve communication techniques and quality ratings.
01/2004 - 07/2008
Senior Bill Collector, HSBC, Southfield MI (call center)
- Responsible for collecting large balance portfolio ($5k+) of unsecured charged off accounts.
- Achieved +400% of personal goal and #1 ranking in Consumer Lending division within first 30 days.
- Top 10 performer throughout entire Consumer Lending division more than 20 times throughout career.
- Achieved Million Dollar+ collector status in 2007 for collecting $1M+ that calendar year.
- Received extensive training in negotiation, skip-tracing, anti-money laundering, HIPPA and
Six-Sigma, conflict resolution, team building and basic contract law.
- Utilization of TLO, Lexis-Nexis, Accurint, various intra-systems and the internet while skip-tracing.
- Maintained 100% compliant rating in FDCPA and ACA rules and regulations throughout career.
- Trained and mentored staff in new system upgrades (Ontario/FACS) and negotiation techniques.
11/2002 - 12/2003
Asst. Office Manager, Wm. Floyd Heating Company, Grand Blanc, MI
Office Manager, Fenton Road Mini Storage, Grand Blanc, MI
- Responsible for organizing and coordinating full duty office operations of two companies under one ownership to ensure efficiency.
- Accounting duties including cash handling, payroll, accounts receivable, accounts payable, daily banking and all government financial reporting.
- Human resources duties including hiring and training of office support and field employees.
- Design and implementation of advertisement for ongoing services and sales promotions.
11/2001 - 06/2002
Legal Bill Collector, Allied Business Services, Inc., Zeeland, MI (call center)
- Responsible for legal collection of third party charged off debt within a full range collection agency.
- Top performer throughout entire career.
- Fielded 200+ daily collection calls in a fast-paced goal-oriented collections department.
- Provided support to general collections staff including skip-tracing and pre-legal negotiation.
- Prepared accounts for attorney review and local courts including necessary legal documents.
- Maintained 100% compliant rating in FDCPA and ACA rules and regulations throughout career.
Stashia M. Miller
WORK EXPERIENCE:
11/1999 - 01/2001
Bill Collector, Merchants and Medical Credit Corp., Flint, MI (call center)
- Top performer within large balance ($1000+) team throughout entire career.
- Responsible for collecting third party past due accounts for various medical and commercial clients.
- Fielded or initiated daily collection calls and/or in a fast-paced goal-oriented collections department.
- Trained new employees in compliance with Federal, State laws and company policies while maintaining 100% compliance rating in FDCPA and ACA rules and regulations throughout career.
- Processed medical billings for major insurance companies.
10/1997 - 08/1999
Data Entry Clerk, EDS, Flint, MI
- Responsible for processing accounts payable for GM/NAO through AS400 computer system.
- Performed auditing duties by verifying the accuracy of information from team members.
- Successfully completed ISO training.
- Trained new employees in compliance with company policies.
EDUCATION:
Eastern Michigan University, Paralegal Studies, Deans List Fall 2015
- Founder and Vice President, Paralegal Eagles Student Organization – 2016 - 2018
- EMU College of Technology Student Ambassador – appointed Summer 2016
- Selected University Student Participant, Order in the Court Law Camp at EMU, Summer 2016
VOLUNTEERING & COMMUNITY INVOLVEMENT:
- Salvation Army of Washtenaw County, Holiday Bell Ringer
- Accelerated Academics Academy, Flint, MI, 7th & 8th Grade Math/Science Tutor
- Washtenaw Literacy. Ypsilanti Township, MI, Literacy Tutor
- Argentine Township, Michigan - Election Inspector – 1996 to 2020
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