Collections Specialist High School

Dwayne Nelson

Dallas, TX ***** Phone: 469-***-**** ******.******@*******.***

OBJECTIVE

An innovative, multifaceted, and solutions-focused associate professional currently looking to join a suitable organization that rewards hard work and offers good opportunities for career development. I have completed a 24-hour job readiness training class and am ready to start my new employment. EDUCATION

Cedar Valley College NCCER Utah State University Bachelor of Science Workforce Readiness Sociology

Pre/Post Job Coaching

OSHA 30

Construction Math Justin Kimball High School

Hand/Power Tool Operation Diploma

Blueprint Reading

SKILLS

• Management • Administration

• Leadership • Skip Tracing Knowledge

• Self-Motivated • Teamwork-Oriented

PROFESSIONAL EXPERIENCE

ADT Remote Collections Specialist 11/24 – 12/24

• Resolved inbound and outbound calls by using multiple applications and screens.

• Responded to general billing inquiries to review and resolve account issues.

• Negotiated and obtain payments today or double post within 7 days.

• Directed customers to an appropriate team within ADT if the issue is outside the scope of the collection’s role.

• Explained billing charges and answered any questions related to billing. Harley Davidson Financial Services Collector II, SCRA Representative 08/20 - 09/21 Collector II

• Contacted debtors with 30-60 days past due accounts via outbound calls to secure payment.

• Utilized skip tracing techniques to locate collateral for repossession on accounts 60-90 days past due through calls.

SCRA Representative

• Initiated outbound contact with debtors on charged-off accounts exceeding 60 days past due.

• Negotiated payment arrangements with debtors to mitigate company losses.

• Utilized DocuSign to facilitate repossession of collateral from military personnel in compliance with regulations.

Hyundai Motor Finance Recovery Analyst II 09/18 – 06/19.

• Managed inbound calls to advise customers on lease-end obligations and associated charges.

• Proactively contacted customers to address potential inquiries and concerns regarding their lease.

• Assessed and resolved billing discrepancies, waivers, and disputes related to lease maturity.

• Maintained accurate records of customer interactions and call outcomes within HCA's business systems.

• Provided exceptional customer service through active listening and professional communication. Capital One Senior Recovery Skip Manager 10/11 – 09/18

• Developed dialer processes to increase customer contact, resulting in increased daily collections recovery.

• Assisted with negotiation of payment plans to resolve delinquent accounts.

• Reduced delinquency rate over 60 days from 25% to under 2% through consistent customer contact.

• Addressed customer objections and clarified account responsibilities on charged-off accounts.

• Managed inbound and outbound calls on charged-off customer accounts. Exeter Finance Collection Supervisor 12/08 – 02/11

• Conducted initial and refresher training for new and existing collection employees.

• Provided guidance and support to collectors on challenging accounts and escalated customer issues.

• Monitored team performance and provided resources to enhance collection efficiency, resulting in a 47% productivity increase.

• Generated daily, weekly, and monthly reports to track department performance and individual collector activity.

Dwayne Nelson Available for Full-Time & Contract Assignments

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