Customer Service Collections Specialist

April Murphy

Dacula, GA ***** 678-***-**** **************@*****.***

Professional Summary

Results-driven Collections Specialist with over 10 years of experience in debt recovery, client communication, and account management. Skilled in skip tracing, negotiation, and compliance adherence with a strong ability to build rapport, resolve conflicts, and meet performance goals. Dedicated to maintaining accuracy and professionalism in fast-paced financial and service environments.

Core Skills

Debt Recovery & Negotiation

Customer Service & Retention

Skip Tracing & Account Resolution

Compliance & Regulatory Adherence

Payment Arrangements & Settlements

Performance Monitoring & Reporting

Team Collaboration & Leadership

Conflict Resolution

Professional Experience

Appointment Setter Randy’s Lawn Care – Decatur, GA April 2012 – Present

- Scheduled appointments for lawn care consultations and service follow-ups.

- Communicated with clients to ensure satisfaction and timely delivery of services.

- Managed appointment calendars and coordinated scheduling for multiple technicians.

- Delivered exceptional customer service, resolving client inquiries efficiently.

Collections Agent Vital Recovery Services – Norcross, GA February 2006 – February 2015

- Managed collection processes for delinquent accounts through proactive communication.

- Utilized skip tracing tools to locate and engage clients on overdue payments.

- Negotiated payment arrangements while maintaining compliance with state and federal regulations.

- Documented account activities, payment arrangements, and client interactions in company systems.

Collections Team Lead TSYS Total System Services – Norcross, GA May 2005 – December 2008

- Supervised team members on collection strategies, performance goals, and compliance procedures.

- Conducted regular team meetings to discuss progress, resolve escalations, and deliver updates.

- Collaborated with management to identify process improvements and training needs.

- Analyzed performance reports to identify trends and recommend strategy adjustments.

Education

High School Diploma Rockdale High School – Conyers, GA

Additional Coursework: Business and Communications Ashworth College – Norcross, GA

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