Dynamic Collections Specialist with Customer Focus
Resume:
******.********@*******.***
https://www.tractax.pro
https://www.qvsluxehair.shop
PERSONAL SUMMARY
Dynamic Collections Specialist with
a proven track record at Sunbit,
excelling in customer relationship
management and payment
compliance. Adept at negotiating
payment plans and resolving billing
disputes, I leverage strong
communication skills to enhance
customer satisfaction and drive
timely payments. Committed to
achieving results while maintaining
professionalism in challenging
situations.
SKILLS
• Customer Service
• Call Center
• Customer Care
• Customer Support
• Microsoft Office
• Sales Experience
• Collections
• Multi-line Phone Systems
• Citrix
• IT Support
• Acquisitions
• Family Planning
• Operating Systems
Victoria Smith
EXPERIENCE
August 2025 - September 2025
Collections Specialist Sunbit Las Vegas, Nevada
November 2024 - July 2025
Assistant Property Manager New Earth Residential Las Vegas, Nevada
Managed customer accounts to ensure timely payments and minimize delinquencies.
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Communicated with clients regarding overdue balances and payment options.
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Utilized company software to track collections and update account statuses.
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• Resolved customer inquiries related to billing and payment processes.
• Documented interactions with clients accurately in the database system. Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
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Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
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Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
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Negotiated rates with customers and entered payments into accounting system.
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Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
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• Processed payments over phone and set up recurring drafts. Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
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• Received payment and posted to appropriate customer accounts. Recorded and updated customer personal accounts with accurate contact information.
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Assisted in managing tenant relations and addressing maintenance requests promptly.
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Coordinated property inspections to ensure compliance with safety regulations.
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Managed lease agreements and documented tenant information securely.
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Supported marketing efforts to attract new residents through various channels.
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Maintained accurate records of property finances and operational expenses.
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Collaborated with vendors for maintenance, repairs, and service contracts efficiently.
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Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.
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• Handled complaints from tenants regarding maintenance issues and
• MySQL
• Web Development
• Linux
• Java
• SQL
• HTML5
• JavaScript
• Microsoft SQL Server
• XML
• Computer Science
• LAN
• AWS
• C/C++
• User Interface (UI)
• Assessments
• Verbal Communication
• Customer focus & orientation
• Complaint handling
• Assertiveness
• Follow-up calls
• Call center experience
• Live chat support
• Appointment scheduling
• Billing coordination
• Contract negotiation expertise
• Project management
• Phone etiquette
• Claims monitoring
• Documentation and reporting
• Conflict mediation
• Database research
• Call handling
• Issue follow up
• Product education
• Active listening
• Decision-making
• Technical troubleshooting
Verbal and written
communication
•
• Relationship building
• Inbound customer service
• Task prioritization
• Multitasking and organization
• Stress management
• Time management
• First call resolution
• Collections management
• Payment processing
• Negotiation techniques
• Billing dispute resolution
Customer relationship
management
•
• Data entry accuracy
• Payment compliance
• Effective communication
• Problem solving
March 2024 - November 2024
Customer Care Advisor Concentrix Las Vegas, Nevada resolved them promptly.
Maintained accurate records of all transactions involving tenants' accounts including rent payments and late fees.
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• Handled resident complaints and expedited maintenance requests. Collected first month's rent along with security deposit prior to move-in date.
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• Collected monthly assessments, rental fees, deposits and payments. Created tenant files, maintained records of rental payments, and tracked lease agreements.
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• Kept records of correspondence with residents and tenants. Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
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Reviewed existing lease documents making sure that they are up to date and compliant with local laws.
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• Conducted tours of vacancies with prospective tenants. Processed applications received from prospective tenants verifying credit history, employment status.
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• Explained policies and procedures to tenants and enforced rules. Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
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• Checked rental eligibility by following company's verification process. Initiated eviction proceedings when necessary according to state law guidelines.
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• Prepared monthly financial reports for review by the property manager. Conducted regular inspections of properties to identify any needed repairs or improvements.
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• Handled security deposit refunds.
Reviewed completed applications and assessed household information against file history and program regulations.
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• Data Collection
• Customer Relationship Management
• Call Management
• Technical assistance
• Support Services
• Helpdesk operations
• Remote Support
• Technical background
• Troubleshooting and diagnostics
• Training and coaching
• CRM software
• Escalation management
• Customer satisfaction measurement
• Issue escalation
• Punctuality and reliability
• Product knowledge
• Quality assurance
• Adaptability and flexibility
• Data entry
• Empathy and patience
• Problem resolution
• Order processing
• Conflict resolution
• Customer research
• Payment posting
• Payment plan management
• Billing practices
• Persuasion strategies
• Issue investigation
• Performance improvements
• Mortgage banking and analysis
• Strong negotiation skills
• Call center background
• Conflict resolution techniques
• Professionalism and ethics
• Collection agency relations
• Risk management
• Credit and collections
• Payment acceptance
• New hire training
• Goal-oriented mindset
• Sales experience
• Loan origination and underwriting
• Records management
• Account review
• Empathy and tactfulness
• Business correspondence writing
• Proficiency in [software]
• Acquisition management
• Billing problem resolution
April 2022 - March 2023
Tech Support Specialist GoDaddy Inc.
• Customer relations
• Call logging
• Payment processing
• Returns and exchanges
• Identified customer needs and provided appropriate solutions. Provided accurate, valid and complete information to customers by using the right methods and tools.
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Followed up with customers to ensure their issues were resolved satisfactorily.
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Maintained records of customer interactions, transactions and comments in CRM system.
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Greeted customers warmly and asked qualifying questions to understand their requirements.
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• Suggested products that met customer needs based on their inquiries.
• Explained product features, benefits and pricing options to customers. Adhered to company policies when dealing with customers' sensitive data.
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Assisted customers with navigating websites for online orders or account management tasks.
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• Provided feedback on the efficiency of the customer service process. Developed constructive relationships with customers through active listening skills.
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Monitored customer satisfaction levels through surveys and other feedback mechanisms.
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• Tracked customer complaints from initial contact to resolution closure. Worked collaboratively with colleagues across multiple departments on complex cases.
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Contributed ideas for improving existing processes related to customer care services.
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Evaluated team performance against set targets regularly and recommended corrective actions as needed.
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Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
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• Assisted customers with inquiries using CRM software. Resolved product issues through effective communication and problem- solving skills.
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Educated customers on service features and benefits during interactions.
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• Provided technical assistance to customers via phone and chat support.
• Educated users on product features and best practices for optimal use. Documented user interactions and solutions in the support ticketing system.
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Conducted troubleshooting sessions to identify root causes of technical problems.
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Maintained knowledge of industry trends and product updates for customer inquiries.
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• Tracked customer requests from initial contact through resolution. Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
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• Documented repair processes and helped streamline procedures for March 2020 - March 2022
Premier Consultant Specialist AT&T
future technical support actions.
Maintained website performance through regular updates and troubleshooting issues.
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Implemented website features based on client requirements and feedback sessions.
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Integrated third-party APIs to enhance functionality and improve user engagement.
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Optimized websites for search engine visibility using SEO best practices.
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Provided technical support and training for team members on new technologies.
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Designed websites, portals, and large-scale web applications for multiple clients.
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Monitored website performance and optimized code for speed optimization.
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Implemented responsive design techniques to ensure optimal viewing experience across multiple devices.
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Provided technical support in resolving customer issues related to web development projects.
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Worked closely with designers to implement UI and UX designs accurately in the codebase.
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• Designed database schemas to store user data securely. Tested cross-browser compatibility for websites and applications in Chrome, Firefox, Safari, Opera and Internet Explorer.
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• Optimized SQL queries for faster response times from databases.
• Managed content updates on websites with WordPress or Drupal. Analyzed user feedback and website analytics to guide continuous improvement of web applications.
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• Optimized websites for maximum speed and scalability. Implemented accessibility standards to make websites usable for people with disabilities.
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Assisted customers with selecting appropriate cell phone models and accessories.
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Managed inventory levels and organized stock for efficient sales processes.
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Addressed customer inquiries and resolved issues effectively and promptly.
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Educated customers on service plans and warranty options available for devices.
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Provided technical support to customers with existing devices and troubleshooted issues they were having.
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Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
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Processed payments for purchases using cash, credit cards or other payment methods.
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• Verified customer's identity before activating new devices. Explained features of cell phones to potential buyers and answered questions.
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Followed up with customers after purchase to ensure satisfaction with product and service received.
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Advised customers on additional products such as insurance plans, chargers, cases.
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February 2017 - January 2020
Property Management Assistant LVS Investment Properties LLC Jacksonville, FL
Assisted customers in selecting a phone plan that best suited their needs.
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Maintained knowledge of sales and promotions, return policies and security practices.
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Assisted property managers in tenant communication and lease agreement preparation.
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Organized property inspections to ensure compliance with safety regulations.
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Managed tenant files and updated records in property management software.
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Facilitated new tenant move-ins by providing orientation and necessary documentation.
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Supported marketing efforts by preparing promotional materials for available properties.
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Processed rent payments and maintained accurate financial records for properties.
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Scheduled property showings and responded to inquiries from potential tenants.
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• Scheduled maintenance calls.
Assisted with the preparation of rental agreements, lease renewals and other documents related to property management.
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Maintained positive relationships with tenants by responding promptly to inquiries and requests.
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Contacted tenants to collect overdue rent or to discuss other important issues.
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Responded quickly to emergency situations involving tenants or properties.
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• Updated tenant records and maintained accurate files for all tenants. Executed leases with new and returning tenants, collecting pertinent information for background investigations and credit checks.
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Performed administrative tasks such as answering phones, filing documents and preparing correspondence.
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• Processed incoming payments from tenants in a timely manner. Monitored compliance with applicable laws including fair housing regulations.
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Created weekly vacancy reports summarizing availability across all properties.
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Coordinated with contractors to ensure timely completion of repairs or renovations.
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Managed accounts payable processes including vendor invoices, payment approvals and reconciliation of accounts receivable ledgers.
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• Reviewed monthly financial statements for accuracy prior to submission. Analyzed market trends to determine appropriate rent amounts for vacant units.
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Compiled detailed reports on property conditions, occupancy rates and financial performance.
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Provided support for the leasing team during peak times such as move-ins and move-outs.
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• Handled resident complaints and expedited maintenance requests. Met with prospective tenants to show property and assess applications or sign leases.
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July 2013 - December 2017
IT Specialist Convergys, Apple. INC Jacksonville, FL February 2010 - May 2013
Senior Credit Card Processing Closer and Account Developer Merchants Capital Access Long Island, NY
Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
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Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
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Updated tenant and unit information to keep current in housing database.
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Provided technical support for software and hardware issues across departments.
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• Managed user accounts and access permissions in company systems. Resolved service desk tickets by diagnosing and addressing user concerns.
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Assisted customers with product selection and technical support inquiries.
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• Educated customers on device features and software updates.
• Maintained knowledge of Apple products and industry trends regularly. Enhanced customer experience through active listening and problem- solving skills.
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Demonstrated how to use the full range of features available on Apple products.
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Maintained a comprehensive knowledge of current Apple products and services.
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Handled customer complaints in a professional manner while seeking solutions that met their needs.
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Provided technical support to customers on various Apple products, including iPhones, iPads, MacBooks, and iMacs.
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Troubleshot customer issues related to software updates and hardware malfunctions.
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Ensured compliance with all applicable laws relating to sale of electronic devices.
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Configured personal settings for each customer's device based on individual needs.
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Managed customer interactions to finalize loan agreements and ensure satisfaction.
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• Assisted customers with credit card inquiries and account issues.
• Resolved disputes regarding transactions and billing statements.
• Processed payments and maintained accurate account records. Handled escalated customer concerns with professionalism and empathy.
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• Utilized CRM systems to track customer interactions effectively. Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
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Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
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Assisted in the processing of credit card applications for new customers and updated existing accounts.
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Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
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May 2009 - December 2010
Call Center Representative Family Counseling Services Mount Sinai, NY
• Telemarketer - Senior Closer within a 30-day time frame Oversee Department and Administrative Duties/ Monitor a dialing system; perform all secretarial and clerical duties
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• Assisting in Department Marketing plans and strategies Provide clients with affordable credit card processing rates; Approve or Deny client applications
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Create all department forms, letters, applications and employee templates
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Managed and resolved concerns, problems or issues to avoid closing delays.
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• Provided excellent customer service throughout the entire process.
• Filed and maintained loan records.
Checked applicant credit, personal references and employment histories.
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Delivered excellent customer service by identifying needs and recommending custom solutions.
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• Worked closely with lenders to ensure timely closings.
• Prepared and delivered loan documents to title and escrow teams. Established credit limits and grant extensions of credit on overdue accounts.
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Prepared and audited loan file documents for long-term file maintenance.
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• Assembled and compiled documents for loan closings. Liaised between front line and lender or portfolio manager and underwriting.
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Researched title issues as needed to resolve any discrepancies or questions that arose during the process.
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Contacted credit bureaus, employers and other sources to check applicants' credit and personal references.
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Answered questions and advised customers regarding loans and transactions.
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Reviewed customer accounts to determine on-time payments and loan terms compliance.
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Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
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• Scanned and uploaded loan and related documents into system.
• Ensured proper execution of all documents at the closing table. Reviewed title commitments to ensure clear titles were obtained prior to closing.
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• Accepted payment on accounts.
Recorded applications for loan and credit, loan information and disbursements of funds.
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• Responded to customer inquiries and researched answers to questions. Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
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• Provide affordable burial options.
Performed various administrative functions, such as ordering, maintaining an inventory of supplies; preparing email correspondence.
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EDUCATION
July 2007
Bachelor's Degree Graphic Arts and Web Development & Design Mercy College, New York, NY
June 1997
Associates Degree Business Management & Computer Engineering Phoenix University, Phoenix, AZ
PERSONAL INFORMATION
Work Permit: Authorized to work in the US for any employer REFERENCES
References available upon request.
WEBSITES BUILT
• Https://www.qvsluxuryhair.shop
• Https://www.tractax.com
ASSESSMENTS
• Verbal Communication, 07/01/19, Completed/Highly Proficient Assessments for Real Estate Property Managers, 01/01/20, Completed/Highly Proficient
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• Customer service, 03/01/23, Completed/Highly Proficient
• Customer focus & orientation, 03/01/24, Completed/Highly Proficient
• Tech Support Specialist, 04/01/24, Completed/Highly Proficient
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