Dynamic Call Center & Collections Leader

Cocontreshea Benoit, Call Center Customer Service Specialist

Las Vegas, 89108, USA, 480-***-****, **************@*****.*** SUMMARY Dynamic Call Center Customer Service Specialist Representative with over 15 years of extensive experience in customer service and collections management. Proven ability to manage teams and improve operational efficiency, leading to recovery of outstanding loans and increased customer satisfaction. Successfully managed collections for multiple industries, including automobile and medical sectors. Ready to leverage strong analytical skills and expertise in customer relations to enhance the service experience and drive success.

WORK EXPERIENCE

02/2012 – Present Non-Collateral/Loss Recovery, Santander Consumer USA

North Richland Hills, USA

Executed loss mitigation strategies to optimize recovery processes Managed collateral and non-collateral deficiencies with precision Reviewed and amended re-endorsements to facilitate effective account resolution

Coordinated repossession efforts while ensuring regulatory compliance Oversaw title management and documentation to support asset recovery Navigated complex bankruptcy cases to safeguard company interests Delivered exemplary customer service to enhance client relationships Streamlined front-end and back-end collection processes, improving operational efficiency

Analyzed deficiency accounts to formulate targeted recovery actions 10/2009 – 02/2011 Collections Manager, Commercial Recovery Systems Dallas, USA Directed a team of 13, fostering a high-performance culture in collections Oversaw third-party collections for automotive accounts, enhancing recovery rates

Managed collections initiatives for banks, credit cards, and mortgage accounts

Implemented strategic approaches to maximize recovery efficiency across diverse portfolios

12/2008 – 09/2009 Collections Manager, Creditwatch Services FT Worth, USA Led a team of 8 in executing effective collections strategies Negotiated third-party collections on medical insurance and hospital bills, achieving superior recovery outcomes

Executed collections for multiple hospitals, ensuring adherence to industry standards

Successfully recovered debts for University of Texas accounts, enhancing stakeholder relationships

06/2005 – 12/2008 Sr. Case Manager, Ace Cash Express Corporate Office Las Colinas, USA Managed collections operations while providing exceptional customer service

Collaborated on check recoveries to drive revenue

Successfully recovered payday loans, contributing to overall financial health of the organization

04/2002 – 01/2005 Collections, RGS Financial Carrollton, USA Conducted collections for the US Department of Education and student loans, ensuring regulatory compliance

Carried out collection efforts for Guaranty Bank, Visa credit cards, and Fingerhut accounts

Managed collections for Drive Financial auto loans, driving recovery efficiency

EDUCATION

1998 – 2000 Richland College

Associates, Associates of Science in Information Technology Texas

Completed an Associates of Science in Information Technology, equipping with foundational IT skills and knowledge applicable in various professional contexts.

1993 – 1997 Dillard University

Bachelor, Psychology (Clinical)

New Orleans, Louisiana

Earned a Bachelor’s degree in Clinical Psychology, gaining insights into human behavior and effective therapeutic techniques. SKILLS Collections Management Customer Service

Loss Mitigation Repossession

Bankruptcy Team Work

Management Communication

Time Management Feedback

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