ALISHA DURR
Southfield,MI
Summary
Diligent Account Resolution Specialist successful at operating in demanding high performance work. High-volume environments. Proficient in research. Claims issues and setting up remittance plans. Dependable Collections Specialist successful at meeting high productivity. Efficient and competent professional. Talented Manager with expert team leadership. Planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Owner of my own cleaning services.
Overview
13
13
years of professional experience
Work History
Client Communications Specialist
Perry Johnson Mortgage
03.2024 - Current
- Assisted in the development of creative marketing campaigns that increased brand awareness among potential customers leading to an upswing in business.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Managed multiple client accounts, ensuring consistent delivery of high-quality service.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Post Delivery
Experian
02.2023 - 05.2023
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Negotiated to collect balance in full
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed
- Processed payments and applied to customer balances
- Maintained high volume of calls and met demands of busy and productive group
- Documented all actions performed and interactions with customers
- Monitored aging accounts and reached out to customers to discuss payments
- Assessed individual situations and developed effective and appropriate resolutions.
Account Resolution Specialist
Rocket Mortgage
02.2017 - 01.2023
- Prevented revenue loss by promptly identifying and addressing potential payment delinquencies.
- Conducted thorough research on complex cases to provide accurate information and facilitate informed decisionmaking.
- Monitored aging accounts and reached out to customers to discuss payments.
- Streamlined account resolution processes, leading to increased efficiency and reduced turnaround times.
- Assessed individual situations and developed effective and appropriate resolutions.
Associate Director of Communications
Rocket Mortgage
06.2017 - 05.2018
- Lead teams of up to 26 personnel, supervising daily performance as well as training and improvement plans
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs
- Assisted senior leadership in managing all aspects of operations
- Oversaw business calendar of events and scheduled key initiatives
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements
- Prospected for new customers in target areas or demographics to bring in new business
- Set up new customer accounts and updated existing profiles with latest information
- Adhered to standards of quality and service as well as all compliance requirements.
Executive Account Specialist
Rocket Mortgage
05.2015 - 01.2018
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements
- Prospected for new customers in target areas or demographics to bring in new business
- Set up new customer accounts and updated existing profiles with latest information
- Adhered to standards of quality and service as well as all compliance requirements.
Account Specialist
Aerotek Recruiting And Staffing
08.2014 - 05.2015
- Provided excellent customer service by greeting customers and meeting quality expectations
- Took orders, prepared meals and collected payments
- Kept food preparation area, equipment and utensils clean and sanitary
- Worked front counter, drive-thru and other areas
- Assisted other team members to achieve goals
- Prepared products following restaurant health and safety standards and procedures.
Crew Member
Debella's Subs
11.2013 - 03.2014
- Provided excellent customer service by greeting customers and meeting quality expectations
- Took orders, prepared meals and collected payments
- Kept food preparation area, equipment and utensils clean and sanitary
- Worked front counter, drive-thru and other areas
- Worked well with teammates and accepted coaching from management team
- Kept kitchen, counter and dining areas cleaned and sanitized.
Crew Member
08.2011 - 07.2013
- Promoted products and services by posing for commercials, live shows and photo shoots
- Modeled garments such as dresses, coats, underclothing and swimwear
- Maintained readiness for all jobs by keeping up with proper self-care and effective stress management strategies
- Posed and strutted to demonstrate features such as garment quality, style and design
- Worked flexible hours; night, weekend, and holiday shifts.
Education
High School Diploma -
Roseville High School
Roseville, MI06.2013
Freshman - Business Management
Macomb Community College
Warren, MISkills
- Customer service / Remote and Hybrid
- Coaching / Leadership
- Microsoft / Five9 / Teams / Excel Experience
- Sales
- Insurance Assistance
Timeline
Client Communications Specialist
Perry Johnson Mortgage
03.2024 - Current
Post Delivery
Experian
02.2023 - 05.2023
Associate Director of Communications
Rocket Mortgage
06.2017 - 05.2018
Account Resolution Specialist
Rocket Mortgage
02.2017 - 01.2023
Executive Account Specialist
Rocket Mortgage
05.2015 - 01.2018
Account Specialist
Aerotek Recruiting And Staffing
08.2014 - 05.2015
Crew Member
Debella's Subs
11.2013 - 03.2014
Crew Member
08.2011 - 07.2013
High School Diploma -
Roseville High School
Freshman - Business Management
Macomb Community College
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