Remote Collections/Client Support Agent

Dessi Rivera

***********@*****.*** 847-***-**** O’Fallon, IL 62269

Summary:

Self-motivated B2B & B2C Account Manager / Collections Specialist with extensive experience meeting and exceeding monthly recovery goals within deadline-driven environments. Team player with excellent training skills sharing strategies with peers and colleagues to improve performance. Excellent ability to handle difficult conversations remaining committed to ethical standards. Negotiate payment plans and settlements maintaining professional communication.

Key strengths:

Dependable Detail Oriented Accuracy Organization Multi-Task Training Confidentiality Documentation Records Management CRM Systems Verbal & Written Communications Technically Savvy Investigations

Technical Skills:

Proficient in Windows 11, Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams), Salesforce, Social Media Management tools such as Buffer, Later & Hootsuite, Zendesk (CRM), PMP, AI Support, Asana, Equifax, Accurint, IDI

Experience:

Gotham Outreach Solutions, O’Fallon IL/Remote

04/2025-Present (Freelance)

Co-Founder and Director of Operations

Co-Founded and built Gotham Outreach Solutions, overseeing accounts receivable operations, client communications, sales outreach, and revenue recovery processes.

Managed B2B collections and sales efforts including payment follow-ups, client outreach, account monitoring, lead generation, and resolution of outstanding balances.

Conducted skip tracing and research to locate decision-makers, verify business information, and support recovery and sales efforts.

Built and maintained CRM systems to track collection activity, sales pipelines, payment arrangements, disputes, client communication, and operational workflows.

Handled inbound and outbound client communication with a strong focus on relationship building, negotiation, sales, and account resolution.

Developed outreach strategies, collection workflows, follow-up systems, and operational processes to improve organization, efficiency, client engagement, and recovery rates.

Coordinated outbound outreach campaigns, appointment setting, and maintained detailed account documentation, notes, and reporting.

Assisted with business operations including invoicing, payment processing, customer support, sales development, and client relationship management.

HOME PARTNERS OF AMERICA

(Blackstone Owner/Affiliate)

O’Fallon IL / Remote

07/2023-03/2025

Rent Collections Account Manager/Evictions Specialist

Managed outbound collections, negotiating repayment plans and securing timely recoveries on rental arrears.

Filed and scheduled eviction proceedings, ensuring legal compliance and minimizing client losses, handled attorney communication regarding evictions as well as attend court hearings as a witness.

Conducted advanced skip tracing to locate tenants and collateral, leveraging public records and social media.

Resolved disputes by coordinating with multiple departments, improving recovery efficiency.

Supported and trained junior team members, boosting team performance and accuracy.

ZEROFGIRL INC

Orlando, FL/Remote

05/2018-06/2023

Client Support/Collections Rep

Managed inbound calls from customers, emails, and live chat support for e-commerce client companies.

Conducted collection calls to negotiate customer repayment plans, consistently maximizing early payments to reduce debt from vendors and customers' recovery time.

Reconciled customer accounts to resolve any issues and disputes.

Accounts Receivable.

Provided invoices to clients, handled disputes, and issued credits.

Conducted skip tracing via social media and public records.

Designed and implemented social media strategies to align with business goals.

Generated, edited, published, and shared engaging content daily.

Created Ad campaigns through Facebook Ads and Instagram influencers.

Monitored analytics insights and engagement metrics.

Communicated with followers, responded to queries promptly, and monitored customer reviews.

Oversaw social media accounts’ design (e.g. Facebook timeline cover, profile pictures).

Remained up to date with current technologies and trends in social media, design tools, and applications.

J.S. PALUCH

Franklin Park, IL

12/2015-04/2018

Senior Collection Officer

Conducted business-to-business collection calls and verified that all accounts had been reviewed and contacted for full payment or established an acceptable payment arrangement.

Reviewed credit file & updated credit line. Requested additional information, documents or security as needed.

Handed inbound and outbound collection calls.

Skip traced and investigated contact information on skipped bad debt accounts.

Provided invoices, proof of delivery, and other documents to support the balance due.

Researched and finalized customer inquiries/disputes.

Recorded collection notes in ACT system.

Identified potential bad debt accounts and forwarded them to 3rd party collection agency.

Wrote off accounts and completed chargebacks.

Accounts Receivable and credit card payments.

ENTERPRISE RECOVERY SYSTEMS

Oak Brook, IL

12/2013-12/2015

Collections/Customer Service (Contract with the US Department of Education ended)

Conducted an extensive number of collections calls for defaulted federal student loans.

Handled inbound calls and assisted customers with payments via credit cards and other payment methods.

Performed heavy skip tracing and investigating activities to obtain contact information and employment for reaching borrowers.

Maintained knowledge of all laws and regulations about debt collecting including but not limited to the Fair Debt Collection Practices Act (FDCPA), Privacy Act, all state, local, federal, and ERS company directives.

Monitored progress toward daily, weekly, and end-of-month goals.

BROWN AND JOSEPH, (A privately owned law firm/collections agency)

Rolling Meadows, IL

05/2013-12/2013

Skip Tracer

Performed heavy investigative skip tracing for consumer and commercial accounts through Accurint, D&B reports, public records, credit reports, etc. to locate individuals and businesses who owed outstanding debt.

Prepared Investigation Reports for special projects requested by upper management.

Analyzed and investigated D&B reports for debtor corporations to determine available credit.

Analyzed Credit Bureau reports for consumer debtors to determine available credit.

MACKE WATER SYSTEMS

Wheeling, IL

10/2012-04/2013

Customer Service/Collections Rep (Contract ended)

Assisted commercial customers with service calls and billing issues, accepted payments, and provided invoices and accounts receivables.

Conducted collection calls to business accounts and heavy skip tracking on skipped accounts.

Set up water cooler rental leases in the company’s database.

Dispatched service calls to technicians for any repairs requested by customers.

GIBRALTAR BUSINESS CAPITAL

Northbrook, IL

01/2012-10/2012

Factoring Account Executive

Oversaw the funding of designated new commercial accounts nationwide. Reviewed business financials to determine funding approval. Conducted business-to-business collection calls and correspondence.

Handled inbound customer calls who requested funding against business invoices and verified and approved invoices to advance funds against them.

Reviewed supporting documentation from clients for the validity of the advance request and approved or declined advance and/or reserve releases.

Reconciled monthly A/R reports submitted by clients.

Coordinated with Audit Manager/Team all field examination work for the assigned portfolio to ensure all clients are being reviewed timely and exceptions are being addressed and resolved accordingly.

Pulled D&B reports and banks and trade references to be reviewed for an increase of credit line.

MV RECOVERY

Palatine, IL

11/2009-05/2011

Investigator/Skip Tracer

Performed heavy investigative skip tracing through Insight, IRB, public records, credit reports, etc. to locate vehicles assigned for repossession. Investigated fraudulent accounts by verifying employment and reviewing criminal records.

Worked closely with repossession agents and assigned cases to field agents.

Conducted calls to debtors and negotiated surrender of vehicle.

HARLEY DAVIDSON FINANCIAL SERVICES

Rolling Meadows, IL

11/2008-11/2009

Collections Representative

Conducted an extensive number of collections calls on past-due accounts for motorcycle loans.

Handled inbound calls from customers and assisted with processing payments.

Heavy skip tracing through credit bureau reports, and property records using Accurint & Blackbook Online.

Assigned past-due accounts for repossession.

Negotiated account resolution and accurately input and documented actions within the collection systems, while maintaining company performance and productivity standards.

Assisted with deferments or due date changes, reduced delinquency and losses to meet company goals.

Education:

Bachelor of Arts in Criminal Justice Administration DeVry University, Chicago, IL

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