Customer Support & Collections Specialist

Latifah Graham

************@******.*** 909-***-**** Victorville, CA

SUMMARY

Seasoned professional with 15 years of experience in customer service and collections, adept in client relations and problem resolution. Excelled in roles requiring strong communication skills and the ability to negotiate win-win solutions. Seeking to leverage extensive background in customer interaction and support as a Customer Support Specialist.

WORK EXPERIENCE

Telus International Las Vegas, Nevada

CSR IV Aug 2023 - Jun 2024

• Provided exceptional customer service and support as a CSR IV at Telus International, handling complex inquiries and issues, maintaining high customer satisfaction levels, and contributing to team success through expert communication and problem-solving skills.

The Credit Repair Queen LLC Remote

Personal Assistant Jan 2023 - Jun 2024

• Managed comprehensive scheduling and appointment coordination for both personal and professional engagements, ensuring efficient time management.

• Facilitated internal and external communication by handling correspondence, including emails, calls, and chats, and supported business operations through document management and travel arrangements.

• Addressed accounts receivable tasks by servicing past due invoices, contributing to the financial health of the organization.

Lead Driver Henderson, NV

Dialer-Lead Generation Feb 2022 - Dec 2022

• Managed a portfolio of credit products, effectively collecting on accounts 1-180 days delinquent and reducing loan loss through strategic negotiations and tailored solutions.

• Trained and supervised peers, stepping in for managerial duties when required, ensuring continuity of operations and adherence to company policies.

• Engaged in advanced skip tracing techniques to locate clients, maintaining up-to-date and accurate records of customer interactions and transactions.

• Contributed to a 50% increase in sales profit by actively initiating and following up on leads, averaging 250 calls daily to qualify prospects and close deals.

Securitas Security Services USA Inc Victorville, CA Mobile Patrol Security Officer Jun 2019 - Jun 2021

• Maintained a secure and welcoming environment by professionally greeting guests and prioritizing safety.

• Conducted regular patrols of the property, monitored surveillance equipment, and inspected access points to ensure security.

• Responded promptly to emergencies, enforced security protocols, and managed the removal of trespassers to uphold a safe atmosphere.

• Documented security incidents with detailed reports, managed access control systems, and communicated effectively with team members and building management. Supreme Force Services

Security Guard Aug 2017 - Nov 2017

• Conducted comprehensive patrols on foot and using a vehicle to ensure the security of buildings, grounds, and work sites.

• Responded promptly to dispatch calls, assessed situations for security risks, and addressed incidents while maintaining a calm and assertive demeanor.

• Documented all observations, completed detailed incident reports, and conducted interviews with witnesses to support investigations and security measures.

Caliber Temp Agency

Security Guard Jun 2017 - Aug 2017

• Conducted comprehensive mobile and walking patrols to ensure the security of doors, windows, and entrances, effectively maintaining the integrity of residential and commercial properties.

• Managed access control by signing employees in and out, contributing to the prevention of trespassing and maintaining a secure environment while performing packaging and labeling duties in a food production setting. CTi

Borrower Counselor Nov 2013 - May 2015

• Assisted in establishing rehabilitation programs for delinquent student loans, ensuring successful re-entry into repayment plans.

• Supported management with team co-leadership responsibilities, including administrative duties and contributing to motivational team communications.

ARS

Account Rep Sep 2010 - Feb 2013

• Collected on charged-off credit card accounts, ensuring compliance with collections practices and fostering positive customer relationships.

• Conducted skip tracing and bankruptcy verifications, and negotiated settlements to resolve outstanding debts effectively.

AT&T for Sun Technologies

Greeter Jun 2010 - Jul 2010

• Welcomed incoming clients and efficiently managed floor operations to maintain organized service flow. Wells Fargo Home Mortgage

Collector Mar 2010 - May 2010

• Managed prime outbound early stage collections and handled inbound collection inquiries, ensuring adherence to industry standards and regulations.

Bank of America

Senior Collector Dec 1999 - Jun 2005

• Assessed individual customer loan portfolios to determine appropriate collection strategies.

• Initiated collection processes, ensuring adherence to legal and company policy constraints. EDUCATION

Monrovia Adult School

G.E.D

Monrovia, California

Citrus Community College

Certified Nurse Assistant Certification

Glendora, California

San Bernardino Valley College San Bernardino, California CERTIFICATIONS

Public Speaking Certification 2017

SKILLS

Guest Relations • Public Relations • Extensive Knowledge of Fine Wines • Operations Support • Self Starter • Administrative Policies • Dedicated Team Player • Strong Interpersonal Skills • Filing • Training • Reports and Financial Statements • Answer Multi-Line Phone Systems • Data Research and Compilation • Problem Resolving • Valid Driver's License • Complex Problem-Solving • Proper Phone Etiquette • Grammar Understanding • Customer Service

• Customer Needs Assessment • Document Filing and Retrieval • Social Perception • Attention to Detail • Maintain Filing Systems • Scheduling • Communication Skills • Staff Training • Arrange Business Meetings • Marketing and Promotions • Multitasking and Organization • Schedule Management • Microsoft Office • Client Satisfaction • Invoice Preparation • Drafting Correspondence • Strong Problem Solver • Business Correspondence • Screening Incoming Calls • Calendar and Scheduling Software • Spreadsheet Management • Administrative Support Specialist • Managing Multiple Tasks • Account Management • Profit Enhancement

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