Customer Service Representative

PAMELA RHODES-LIDDELL

Phone: 601-***-**** *********@*****.***

SUMMARY

Results-oriented customer service and collections professional with a proven track record of success in resolving delinquencies, improving customer satisfaction, and exceeding performance goals. Adept at building rapport, negotiating payment arrangements, and utilizing skip tracing techniques to locate debtors. Strong communication and problem-solving skills with a commitment to delivering exceptional service.

SKILLS

• Client Relationship Management

• Skip Tracing and Asset Location

• Conflict Resolution

• Account Reconciliation

• Data Entry

• Payment Processing

• Compliance and Regulatory Knowledge

• Bill Dispute Resolution

• Medical & Insurance Terminology

• Oral and Written Communication Skills

WORK HISTORY

Customer Service Representative, MrCooper Mortgage 2/2025-8/2025

• Managed a high volume of inbound, outbound, and dialer-generated calls, delivering prompt and courteous service to mortgage and escrow customers.

• Provided accurate and timely information on mortgage accounts, escrow balances, tax and insurance disbursements, and payment options.

• Handled pre-30-day delinquency accounts by negotiating and setting up payment arrangements and short-term payment plans to prevent further delinquency.

• Maintained detailed documentation of all customer interactions to ensure compliance with company standards and regulatory requirements.

• Demonstrated empathy and professionalism in resolving sensitive customer concerns, contributing to high customer satisfaction ratings.

Customer Resolution Specialist, Regional Acceptance Corporation 2013-2024

• Consistently exceeded monthly collection targets by effectively managing a high volume of delinquent accounts.

• Utilized advanced skip tracing methods to locate and contact debtors, resulting in increased recovery rates.

• Developed and implemented personalized repayment plans, leading to improved customer satisfaction and long-term payment adherence.

• Collaborated with cross-functional teams to streamline processes and enhance overall collection strategies.

• Maintained meticulous records of all customer interactions, ensuring compliance with company policies and procedures.

Customer Service Collections Representative, Greentree Corporation 2006-2012

• Successfully collected on delinquent mortgage loans, minimizing losses and maximizing recoveries.

• Provided empathetic and supportive customer service, addressing concerns and resolving issues to prevent future delinquencies.

• Calculated interest and amortization schedules, educating borrowers on payment options and financial implications.

Customer Service Representative, AT&T 2003-2004

• Resolved customer inquiries and complaints regarding billing, service plans, and technical issues.

• Maintained a high level of customer satisfaction through effective communication and problem-solving skills.

• Consistently achieved top performance ratings for call quality and customer service.

Bill & Account Collector, Ford Motor Credit 2000-2003

• Successfully contacted and negotiated with debtors to secure payment arrangements and reduce outstanding balances.

• Maintained accurate records of all collection activities and customer interactions.

• Collaborated with internal departments to resolve billing disputes and ensure customer satisfaction.

EDUCATION

• Kaplan College, Certificate in Medical Billing & Coding (2012-2013)

• Hinds Junior College (1975-1976)

• Murrah High School, Diploma (1971-1975)

Contact this candidate