Experience

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  ACCESS Receivables Management

  • United States

  • Collections Specialist

    • Jun 2019 - Present
    • United States

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  PayPal

  • Hunt Valley, MD

  • Collections Specialist III

    • Apr 2015 - Present
    • Hunt Valley, MD

    Collections Specialist III• Manage 125+ high risk portfolios consisting of $2 million revenue per cycle over 120 days delinquent. • Collect an average of $60K per month; exceeded balances moved goal by $30K per month 90% of year.• Demonstrate effective queue management by analyzing and compiling account data; implement call strategy to determine propensity for payment, future contact and fraudulent activity.• Research customer information using skip tracing platforms and internet to locate high risk and/or deceased customers.• Interview customers to determine the existence of fraudulent accounts and report as needed. • Identify reasons for delinquency, negotiate and implement repayment options.• Educate and counsel customers regarding installment and program assistance options.• Verify and update customers personal information; notate and disposition call results.

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  Enterprise Rent-A-Car

  • Atlanta, Georgia

  • Reservation Sales Agent

    • Mar 2014 - Apr 2015
    • Atlanta, Georgia

    • Successfully managed up to 100+ calls daily for Alamo, National and Enterprise.• Effectively guided conversations and applied sales techniques to convert calls into reservations.• Located and interpreted complex information from various databases.• Maintained and/or exceeded metrics of productivity and performance.• Proven ability to adapt to needs of caller maintaining a professional tone.

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  Donnelly Communications

  • Marietta, Georgia

  • CSR-Customer Service Representative

    • Jan 2012 - Mar 2014
    • Marietta, Georgia

    • Managed 100+ inbound calls daily for 20+utility clients and 3 load management clients.• Probed, identified and assisted utility customers regarding billing and payment arrangements. • Reported service outages and scheduled technician service calls.• Resolved telephone inquiries in a manner to assure quality assurance standards were achieved.• Accurately notated and maintained customer accounts according to established processes and procedures. • Effectively utilized company’s knowledge database to address customer concerns.

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  Comcast Cable

  • White Marsh, Maryland

  • Advanced Product Support Account Executive

    • May 2005 - Oct 2010
    • White Marsh, Maryland

    • Managed 80+ inbound technical issue calls daily; applied corrective action processes to accurately diagnose and resolve customer issues.• Isolated and resolved problems by correlating information from network equipment.• Utilized multiple software systems and applications to ensure customer service orders and repair tickets were completed accurately and on-time.• Opened tickets and recorded/maintained necessary documentation to trackticket through resolution.