Microsoft word
Rochelle Baker
Customer Relations manager
Mckinney,Texas
Summary
Results-driven professional with a strong desire for a challenging role that utilizes my experience and unique skill set. Committed to making a significant impact as a leader, I excel in positions that require creative problem-solving, innovative strategy development, and the achievement of personal objectives.
Overview
9
9
years of professional experience
Work History
Senior Collection Specialist/ Collection Specialist
Tricon Residential
07.2019 - Current
- Follow up on all accounts with a balance, utilizing auto dialer and email for contact to resolve balances due to utilities, late fees, rent and lease violations
- Posting Notices to start legal action and advise of expectations
- Provide weekly reports and numbers to operations manager
- Manage eviction process from start to finish
- Assist other departments with move in experience: assist with concession request
- Manage all resident escalations, to strive for one touch resolution
- Assist with move out process: be it educate the resident what to expect, assist with the notice, assist with process to ensure unauthorized occupants accounts are handled correctly and timely
- Assist with process to manage compliance violations to include lease, HOA, and code enforcement
- Serve as point of contact and resident liaison
- Process all past due accounts up to charge off
- Manage SWOTS to include daily review and timely update with details through resolution of initial concern
- Execute and improve all activities to meet area's financial targets
- Follow and enforce protocols to ensure risk management
- Recognized as Top Collections for moving the most delinquency.
Late Stage Collections Rep Team Lead
Nissan Finance Corp
11.2017 - 05.2019
- Discuss intent and negate payments on retail and lease accounts
- Skip tracing using systems Accurint, TLO, LexisNexis to make contact and locate units of displaced customers
- Managed offers and extensions to bring accounts current
- Provide Repossession Recommendations and Assignments
- Adhere to company, state and federal guidelines and procedures
- Execute all operational activities to meet and exceed area goals and financial targets
- Follow and enforce protocols to ensure risk management.
Leads Support Specialist Team Lead
PennyMac
04.2015 - 11.2017
- Ensure data integrity within lead management
- Manage exception processing of various reports
- Manage dispatch team leaders to ensure daily, weekly, monthly and yearly routines are executed
- Mentor team by identifying and working to improve department, team and individual performances
- Recruit and retain highly qualified team leaders, dispatch agents, and client coordinators
- Maintain staff and personnel licensing and continuing education requirements
- Maintain performance reviews, evaluations, recognitions and monthly performance team building and contest
- Identify process improvement opportunities and provide management with suggested corrections and enhancements.
Education
Business Administration -
University Of Texas in Arlington
Arlington, TxSkills
- Cross-functional collaboration
- Critical thinking
- Data analysis
- Leadership
- Risk Management
- Self starter and motivated
- Customer Service
- Eviction
Skillsummary
Outstanding customer service, interpersonal, written, and verbal communication skills, data analysis and math skills. Strong ability to work independently with limited supervision, as well as to prioritize and multitask. Able to analyze and report work progress in detail on a variety of complex, high-volume caseloads, to meet own deadlines and assist others with work prioritization. Able to effectively communicate with all levels of management. Extensive and deep knowledge of all industry guidelines. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCareer advancementWork from home optionPersonal development programsCompany CulturePaid sick leavePaid time offFlexible work hoursSoftware
Microsoft excel
Opti rent
Yardi
Tripod
Outlook
Social media outlets
Teams
Timeline
Senior Collection Specialist/ Collection Specialist
Tricon Residential
07.2019 - Current
Late Stage Collections Rep Team Lead
Nissan Finance Corp
11.2017 - 05.2019
Leads Support Specialist Team Lead
PennyMac
04.2015 - 11.2017
Business Administration -
University Of Texas in Arlington
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