Customer Service Collections Specialist

Fatou K. Villane

Phone: 347-***-****

Email: **********@*****.***

Professional Profile

Over 10 years of professional experience in Customer Service providing assistance to customers and employees. Also, over 5 years of professional experience as a Collections Specialist helping customers resolve past-due issues and educating them on the importance of interest. I have in- depth experience in skip tracing, research, presentations, customer service, de-escalations, and high call volumes of between 150- 250 calls daily, as well as leadership/ management. CORE STRENGTHS:

45WPM

Advanced Collections/ Billing

Executive Support

Light

Bookkeeping

Avaya System

ShorTel Communicator

ALIAS client

Multiple Software Programs

Report Preparation

Sales Support

Scheduling/Dispatch

Time Management

Vendor and Customer Relations

Paylocity

Paycom

SAP

Salesforce

UKG

Engage

Hands-On Labor

Call volume 250 max. daily

JIRA

Black Knight

Unity

WordPress

SLACK

Teams

Outlook

Five9

Stripe

myCAvax

Intercom

Omnitrax

Computer/Internet and Office Skills: Word, Excel, Outlook, Access, Adobe, Salesforce, PeopleSoft, Doc Imaging, Multi-function machine, call center, reception, collections, billing Education

Full Sail University Winter Park, FL

Master’s Degree of Science/ Entertainment Business/ General Business Alabama State University Montgomery, AL

Bachelor’s Degree of Science/ Theatre and the Performing Arts/ Biology Pre-Health Employment History

ROOM & BOARD DISTRIBUTION CENTER, Hawthorne, CA 08/2022 – 03/2024 Customer Support Leadership Associate (Warehouse Management Team)

● Inbound and Outbound Calls

● Train my team to contact customers to schedule their deliveries or pickup orders. We also communicate with our local and national delivery associate teams to ensure their routes are accurate and schedule any reschedules, exchanges, returns, etc.

● Work From Home Startup Manager

● Spearheaded Work From Home Team to work Sundays making the business operational seven days a week.

● Running reports and metrics, KPIs, DOTs, AR, Finance Management, Driver Scorecards, and TUWYT scores to assist with a better customer experience.

● Work in the Wellness area of the company assisting with health, stretching, workouts, etc.

● In charge of 56 employees in my warehouse

● Creating Best Practices for Customer Service, Retail Showrooms, Inventory, Delivery Associates, and Merchandise Quality Teams

● Making corrections, adjustments, and Approving Timecards/ Timesheets in UKG

● Train All New Customer Service Associates at any of our stores within the United States.

● Excel and Microsoft

● Teams

● Cisco Phone System

● SAP (scheduling and inventory)

● Engage

● DOTs

● Outlook

● Emailgistics

COVID CLINIC, Long Beach, CA (Off Site Center) 01/2021 – 06/2022 Call Center Customer Service Operations Manager

● Startup Manager

● Assisting businesses with obtaining COVID-19 tests for employees within their companies to avoid the need to leave work for testing.

● Inbound Manager

● Assisting patients with receiving results for COVID testing. Also providing refunds for any late results.

● In charge of 20-50 employees at a time.

● Approving Timecards and Timesheets in ADP

● Train Senior Team Leads and Team Leads

● Excel and Microsoft

● SLACK

● Five9

● WordPress

● Stripe

● Intercom

OTTIMO RESOURCES/ AMERINAT, Downey, CA 05/2019 – 12/2020 Mortgage Collections Supervisor

● Inbound/ Outbound calling

● Contacting and receiving calls from customers who are nearing 30+ days past due on their loan and need assistance with a Repayment Plan or a Loss Mitigation Application.

● Sending correspondence to clients who are over loans

● Fax/Email Documents to customers

● Knowledge of using ShorTel Communications software as well as Alias.

● Outlook, Excel, Word

● ALIAS Information System

● Paylocity

● FDCPA Violation Quarterly Testing

● 55+ outbound calls a day

● Black Knight

● Unity

BRIDGECREST, Mesa, AZ 05/2016 – 05/2019

Supervisor/ Advanced Collections Specialist/ Loan Advisor III/ Dispatcher

● Inbound/ Outbound calling

● Leading a team of 50 while actively leading by example.

● Contacting and receiving calls from customers who are nearing 90 days past due of their loan, or customers who are about to be charged off or repossessed due to non-payment.

● Sending correspondence to other parties of the repossessed vehicle (i.e. Defense Attorney, Trade-In Dealership, etc)

● Fax/Email Documents to customers

● Help with deferments and payment plans to bring the account current.

● Planning and executing Potlucks on team member’s birthdays and on holidays.

● Knowledge of using the Avaya software for collections.

● Outlook, Excel, and Word; daily, weekly, and monthly reports needed to be logged, entered, and turned in to the supervisor.

● Avaya Collections System

● Dispatch tow trucks for repossessions

● FDCPA Violation Quarterly Testing

● 200-250 outbound calls a day

NATIONWIDE CREDIT INC., Tempe, AZ 08/2015 – 06/2016 Collections Specialist

● Outbound calling

● Contacting customers who have a delinquent credit card with JPMorgan Chase

● Offer settlement amounts where necessary and split the amount into payments if necessary.

● Mortgage and Credit Card Collections

● Sending customer surveys

● work with customers on setting up a payment plan to start taking care of the debt and have it in good standing on their credit reports

● Knowledge of Excel, Word

● Planning and executing monthly employee luncheons

● FDCPA Violation Quarterly Testing

● 150-200 calls a day

REVANA/ NISSAN AND CHARTER CABLE, Tempe, AZ 06/2013 – 03/2015 Supervisor/ Customer Service Representative/ Sales

● Inbound Calling

● Supervising a team of 30 while actively leading by example

● 60-120 outgoing calls daily for the Charter Communications Department

● 75 incoming calls daily for the Nissan Department

● We are assisting customers in setting up service with Charter as well as distributing the best customer service possible.

● Contacting customers interested in a Nissan vehicle and getting them in touch with a local Nissan dealership.

PIZZA HUT, Montgomery, AL 02/2008 – 03/2013

Assistant Manager/ Head Cook

● Create weekly work schedules for employees

● Provide customer service to each customer

● Train all cooks and delivery drivers

● Displaying leadership and leading the team in the right direction

● Answered incoming calls and assisted customers with placing orders

● Inventory: daily, weekly, and monthly

● Manage 20-30 employees

● Sending monthly reports to the district manager

● Daily bank deposit

References

Available upon request

Contact this candidate