Amy Isbell
Toney
Summary
Accomplished office administrator and customer service expert with a successful tenure at Urbanex Pest Control. Reduced delinquency rates by 20% through strategic account management. Strong background in team training and supervision, leading to improved operational efficiency. Skilled in resolving complaints and maintaining thorough documentation, contributing to overall business success.
Overview
19
19
years of professional experience
Work History
Office Manager
Urbanex Pest Control
Huntsville
02.2025 - Current
- Organized and maintained pest control records and compliance documentation.
- Supervised administrative staff and provided training on office procedures.
- Developed office policies to enhance workflow and improve efficiency.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Monitored payments due from clients and promptly contacted clients with past due payments.
ACCOUNT REPRESENTATIVE
Hertz Damage Recovery
Pheonix
02.2024 - 01.2025
- Provided account support by responding to inquiries in a timely manner.
- Served as primary point of contact for assigned clients to resolve issues or complaints and provide updates on new products or services.
- Maintained detailed records of all transactions within assigned accounts.
- Established payment plans with customers, strictly following payment criteria policies and procedures.
ACCOUNT MANAGER
Standard Financial Services
Christiana
12.2016 - 04.2021
- Demonstrated ability to stay organized and manage multiple accounts simultaneously.
- Monitored outstanding account balances and determined need for further collections action.
- Executed collection calls and correspondence to solicit payment on overdue account balances.
- Reviewed documents such as contracts, invoices, court orders, and bankruptcy filings for accuracy.
- Ensured compliance with all applicable federal and state regulations governing legal collections activities.
- Performed skip tracing methods to locate missing debtors.
COLLECTION REPRESENTATIVE
Solutia Revenue Recovery
Columbia
01.2010 - 10.2016
- Analyzed customer financial information and determined appropriate resolution plans.
- Managed a portfolio of accounts by calling customers on past due balances in a timely manner.
- Ensured compliance with state and federal regulations regarding collections practices.
- Prepared legal documents for review by attorneys such as affidavits, summonses, subpoenas.
- Drafted demand letters, settlement agreements, and other legal documents as necessary.
- Brought accounts to current status by reducing delinquency and defaults.
ACCOUNT REPRESENTATIVE
Portfolio Recovery Associates
Jackson
12.2006 - 12.2009
- Successfully negotiated payment plans with delinquent customers, demonstrating strong interpersonal and communication skills.
- Performed skip tracing activities to locate debtors who had moved or changed contact information.
- Utilized collection software to keep detailed notes of customer interactions.
- Initiated outbound calls using an automated dialer system while adhering to established call center metrics.
- Worked closely with legal counsel to facilitate timely filing of lawsuits against delinquent debtors when appropriate.
- Demonstrated ability to stay organized and manage multiple accounts simultaneously.
Education
HIGH SCHOOL DIPLOMA -
Lawrence County High School
Lawrenceburg, TN05.2005
Skills
- Customer service and support
- Persistence and resilience
- Goal-oriented mindset
- Time management
- Call center operations
- Office administration
- Assertiveness and negotiation
- Complaint resolution
- Documentation and reporting
- Training and supervision
References
References available upon request
Timeline
Office Manager
Urbanex Pest Control
02.2025 - Current
ACCOUNT REPRESENTATIVE
Hertz Damage Recovery
02.2024 - 01.2025
ACCOUNT MANAGER
Standard Financial Services
12.2016 - 04.2021
COLLECTION REPRESENTATIVE
Solutia Revenue Recovery
01.2010 - 10.2016
ACCOUNT REPRESENTATIVE
Portfolio Recovery Associates
12.2006 - 12.2009
HIGH SCHOOL DIPLOMA -
Lawrence County High School