Aleisha Cooks
Lancaster,TX
Summary
To apply 17 years of progressive experience in the collection and customer service field in a growing business that can benefit from my experience and ensure the company's continued success.
Overview
20
20
years of professional experience
Work History
Account Specialist
Santander Consumer USA Inc
06.2020 - 05.2024
- Delivered accurate billing and timely payments across high-volume client accounts.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Documented all actions performed and interactions with customers.
- Prevented revenue loss by promptly identifying and addressing potential payment delinquencies.
- Managed a portfolio of high-value accounts, ensuring prompt collection of outstanding balances.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- Provide all info needed in a 1 call basis
- Provide payment and vendor info, undated the vendors on vehicle releases
- Get in contact with the customer determined the delinquency and find a solution to help the customer, from payments plans to offering assistance (tools).
Collections
Well Fargo
01.2017 - 05.2020
- Collect payment on accounts that were 21-120 days past due
- Dispatch vehicles out for repossesion
- Answer customer inquiries about payments
- Recovering defaulted accounts using strategic collection techniques
- Ensure collection quota met on daily basis
- Remain positive and focused when dealing with irate caller's.
Collections
Regional Acceptance
01.2011 - 01.2017
- Collect payment on accounts that were 61-210 days past due
- Dispatch vehicles out for repos
- Answer customer inquiries about payments
- Recovering defaulted accounts using strategic collection techniques
- Ensure collection quota met on daily basis
- Remain positive and focused when dealing with irate caller's.
Mortgage customer Service Representative
Bank Of America
01.2008 - 01.2011
- Answer incoming calls from customers with inquiries about loan types and terms
- Provide excellent customer service and financial alternatives
- Process payments over the phone
- Analyze and comprehend complex financial data.
Customer Service/Quality Auditor
Aegis Communication
01.2004 - 01.2008
- Resolved billing questions and disputes
- Provided technical support for cellphone service
- Maintain a 100% positive feedback from customer survey
- Promoted to Quality, listened to 150-200 calls monthly
- Evaluated calls and provided feedback.
Education
Business -
Grand Rapids Community College
Skills
- Typing: 40-50WPM
- Customer Service
- Collections
- Data Entry
- Quality Auditing
- Problem Solving
Timeline
Account Specialist
Santander Consumer USA Inc
06.2020 - 05.2024
Collections
Well Fargo
01.2017 - 05.2020
Collections
Regional Acceptance
01.2011 - 01.2017
Mortgage customer Service Representative
Bank Of America
01.2008 - 01.2011
Customer Service/Quality Auditor
Aegis Communication
01.2004 - 01.2008
Business -
Grand Rapids Community College