Amina Hardaway
Ennis
Summary
Professional collector skilled in debt recovery and account management. Proven track record in resolving delinquent accounts, negotiating payment plans, and adhering to compliance standards. Strong focus on team collaboration and achieving results, adaptable to changing needs. Expertise in communication, problem-solving, and maintaining positive client relationships.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Collector
Exeter Finance
01.2023 - Current
- Developed and maintained positive relationships with clients to resolve outstanding balances.
- Assist peers with questions by providing proper protocol according to policy and procedure. Collaborate with teammates on best practices for clearing our worklists.
- Help new hires with live call interactions to gain better understanding of loss mitigation call handling.
- Encourage teammates to stay positive by providing perspective on challenging situations. Delivered team huddles, tracked clears for team, and post strategy daily in team chat.
Deli Associate
HEB Grocery Store
10.2020 - 12.2022
- Cut and package orders to customer specifications. Prepare party trays and made-in-store merchandise according to company standards and in a timely manner.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Assist co-workers when needing a hand in front or back of the house. Train new employees on proper protocol and procedures.
- Adhered to food safety and sanitation guidelines in daily operations.
Quality Assurance Specialist
Teletech, Inc.
04.2019 - 01.2020
- Developed and executed safe guards to mitigate risk exposure.
- Collaborated with cross-functional teams to identify and resolve quality issues.
- Host call calibrations to ensure each QA specialist are grading calls objectively.
- Mentored junior QA staff, enhancing team capabilities through knowledge sharing and best practice implementation.
- Collaborated with management to create incentives for quality call handling.
- Delivered feedback to agents.
Sales Supervisor
Teletech, Inc.
07.2018 - 03.2019
- Supervised daily sales operations, ensuring team adherence to company policies and procedures.
- Trained and mentored new sales staff, enhancing product knowledge and customer engagement skills.
- Implemented strategic sales initiatives, resulting in improved team performance and customer satisfaction.
- Managed time cards, delivered coaching's and corrective actions,
Sales Agent
Teletech, Inc.
12.2013 - 06.2018
- Explained features and advantages of Medicare products or services to promote sales.
- Deliver clear and precise instructions, to assist with resolving online account issues.
- Properly deescalate calls finding cause and resolution to prevent future issues from arising.
- Researched billing and handled sensitive and protected information according to HIPAA guidelines.
- Developed and maintained strong customer relationships to drive sales growth.
Substitute Teacher/Aide
Ennis Independent School District
09.2008 - 09.2013
- Account for all attending students, deliver clear and precise instructions, keep students on task, and ensure a safe learning environment.
- Assist teachers with preparing assignments, spreadsheets, and managing records of students.
- Assisted in managing classroom behavior, ensuring adherence to school policies and procedures.
- Utilized technology tools to enhance lesson delivery and streamline communication with staff and students.
Front Office Manager
Comfort Suites Hotel
08.2010 - 01.2012
- Oversaw front office operations, ensuring seamless guest experiences and high satisfaction levels.
- Trained and mentored staff to enhance service quality and operational efficiency.
- Developed and implemented standard operating procedures for front desk functions.
- Managed scheduling and staffing to optimize workforce effectiveness during peak periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Information Technology Intern
Ennis Traffic Safety Solutions
03.2010 - 11.2010
- Assisted in troubleshooting hardware and software issues for team members
- Collaborated on system updates to improve network performance
- Supported data entry and management tasks using Microsoft Excel
- Documented technical processes for internal knowledge base
- Installed and configured software and hardware.
Education
Associate - Business
Navarro Community College
Corsicana, TX05.2009
Skills
- Team building & Training Employees
- Problem Solving
- Preparing Spreadsheets & Accounting Reports
- Invoicing/Expense Reports/Payment Transaction
- Strong Selling Techniques
- Active Listening
- MS Office (Word, Excel, Access, etc)
- Windows (All Versions)
- Skip tracing
- Legal compliance
- Patience and persistence
Certification
- Licensed Life & Health Agent July 2015-January 2020
- Licensed Property & Casualty Agent - December 2016-January 2020
Timeline
Senior Collector
Exeter Finance
01.2023 - Current
Deli Associate
HEB Grocery Store
10.2020 - 12.2022
Quality Assurance Specialist
Teletech, Inc.
04.2019 - 01.2020
Sales Supervisor
Teletech, Inc.
07.2018 - 03.2019
Sales Agent
Teletech, Inc.
12.2013 - 06.2018
Front Office Manager
Comfort Suites Hotel
08.2010 - 01.2012
Information Technology Intern
Ennis Traffic Safety Solutions
03.2010 - 11.2010
Substitute Teacher/Aide
Ennis Independent School District
09.2008 - 09.2013
Associate - Business
Navarro Community College