Resourceful Call Center & Collections Specialist

Tammy H. Loy

**** ****** *** **

Millersville, Tn. 37072

A resourceful and goal-oriented professional who consistently meets and exceeds expectations. Experienced and highly motivated self-starter. Previous experience includes remote and in office call center/admin representative on multiple contracts.

PROFESSIONAL EXPERIENCE

Central Research, Inc

MOHELA Customer Support Specialist

August 2021 - Current

Public Service Loan Forgiveness professional. Assists consumers with application processing and customer service.

April 2020 – August 2021

SBA Call Center for the Paycheck Protection Program and the Restaurant Revisitation Fund:

Customer Service Representative, Escalations and Management Call Backs, Message Inbox Team, Compliance Auditor, Peer Trainer.

Central Research, Inc – Gallatin, TN (April 2019-April 2020)

Covid-19 Layoff Department of Education Collections Professional. Helped consumers with defaulted student loans to resolve the balance or find placement in a loan rehabilitation program. Ensured compliance with the Fair Debt Collection Practices Act and established standard operating procedures of the company. Issued correspondence to customers to notify of account transfers and to encourage payment of delinquent accounts.

Windham Professionals, Inc.

2014-2019

Account Representative

Made collection calls manually and with auto-dialer or issued correspondence.

Negotiated payment schedule and granted extensions of payment deadlines with account holders.

Ensured compliance with the Fair Debt Collection Practices Act and established standard operating procedures of the company.

Recognized for leading the reduction of delinquency in assigned accounts within the team.

Issued correspondence to customers to notify of account transfers and to encourage payment of delinquent accounts.

Identified challenges and pain points and partnered with cross-functional team members to provide solutions.

Resolved customer issues to restore confidence and meet contract terms.

Prevented or resolved conflict before escalation to build stronger team.

Managed downtime well to minimize production disruptions.

Collaborated with team to encourage open sharing of ideas and solutions.

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