Andrea Deskins
London,KY
Summary
Consistently surpassing performance targets in repossession collections, achieved Platinum Payout for 7 out of 12 months and Max Payout for 3 out of 12 months at current job. Exceptional negotiation skills to increase account recoveries while minimizing repossession disputes. Leveraged Bachelor of Science in Psychology to tailor communication strategies for client cooperation and repayment compliance. Utilized leadership experience to mentor and train junior collectors, resulting in increased team performance and enhanced overall department efficiency. Known for strategic problem-solving abilities, thrives in high-pressure environments while maintaining compliance with industry regulations and legal standards.
Overview
10
10
years of professional experience
Work History
Repossession Specialist
OneMain Financial
London, KY
08.2023 - Current
- Negotiating with customers to resolve past due accounts, ensuring compliance with FDCPA and state regulations.
- Expressing empathy during customer hardships, identify assistance programs, and negotiate repayment terms respectfully.
- Resolving customer issues, de-escalate difficult situations, and partner with other business areas to identify solutions.
- Handling inbound and outbound contact center activities.
- Working in a goal-oriented environment to meet targets.
- Balancing multiple tasks and activities throughout the day.
- Collaborating in person and virtually with internal teams.
- Developed a comprehensive 'Do Not Call' training program for onboarding new employees and as a refresher.
- Facilitated the training process for multiple new hire groups.
- Trained newly joined agents in repossession procedures.
Debt Specialist
OneMain Financial
London, KY
01.2021 - 08.2023
- Negotiate payments, set up payments, and make payment arrangements
- Notify customers of their debt
- Provide essential account information
- Ensure customers understand loan information and options available
Quality Analyst
Senture, LLC and K4 Solutions
London, KY
01.2016 - 12.2020
- Monitored and ensured adherence to communication guidelines across calls and emails.
- Practice thorough and precise attention to details.
- Applied problem-solving abilities to tackle challenges effectively.
- Generated reports using daily collected data with Microsoft Excel.
- Guided team members through constructive coaching.
Lead/Floor Support
Senture, LLC and K4 Solutions
London, KY
01.2016 - 12.2020
- Evaluated the necessity for transferring phone calls and emails versus immediate handling or additional follow-up.
- Guided agents through training on regulations.
- Offered strategic advice to elevate the performance of less experienced staff.
- Developed and organized work schedules for employees.
- Supervised call volume and assessed service levels.
- Established and executed a structured mentoring program.
Drive Thru Cashier
Krystal
London, KY
10.2014 - 12.2015
- Handled cash and credit transactions
- Assisted customers with their orders
- Provided prompt customer service
- Organized and cleaned
Education
Bachelor Of Science - Psychology
Eastern Kentucky University
Richmond, KY12.2024
Associate in Arts -
Somerset Community College
London, KY10.2019
Skills
- Communication & Interpersonal Skills
- Strong verbal and written communication, honed through extensive experience in negotiating repayment terms and interacting with clients in challenging situations
- Active listening skills, enabling the ability to understand client concerns and identify potential solutions in high-pressure scenarios
- Ability to build rapport quickly with clients from diverse backgrounds, using empathy and psychological insights to manage tense conversations and achieve positive outcomes Conflict Resolution & Negotiation
- Expertise in de-escalating high-conflict situations by applying psychological principles to manage stress and resolve disputes calmly and professionally
- Skilled negotiator, with a proven track record of facilitating mutually agreeable payment solutions, ensuring high recovery rates while maintaining customer relationships Problem Solving & Critical Thinking
- Utilize analytical skills to assess financial situations and develop effective recovery strategies tailored to each client's unique circumstances
- Ability to identify underlying psychological and emotional triggers that may be contributing to non-payment and develop approaches to address them Time Management & Organization
- Strong organizational skills, managing multiple client accounts simultaneously while maintaining a focus on meeting targets for collections and repossession timelines
- Proficient in managing complex case documentation, ensuring compliance with legal and regulatory requirements related to repossession and debt recovery Customer Service & Empathy
- Utilizes a client-centered approach to maintain professionalism while addressing sensitive financial matters, recognizing the emotional challenges that accompany debt and repossession
- Demonstrated ability to maintain a calm and professional demeanor under stress, ensuring effective communication and customer satisfaction Regulatory Compliance & Legal Knowledge
- Knowledge of industry regulations, including debt collection practices and repossession laws, ensuring compliance with Fair Debt Collection Practices Act (FDCPA) and other relevant legislation
- Experienced in maintaining meticulous records, ensuring proper documentation for legal proceedings and repossession processes Psychological Insight & Emotional Intelligence
- Leveraged background in psychology to assess and understand the psychological state of clients, adapting communication strategies to achieve better outcomes in collections and repossession scenarios
- Ability to recognize stress signals and psychological barriers to payment, using tailored approaches to increase client cooperation and minimize confrontational interactions Technology Proficiency
- Experienced in data entry and maintaining up-to-date records, ensuring efficient and accurate processing of all client interactions and account statuses
Accomplishments
Dean’s List at Eastern Kentucky University Fall 2024
President’s List at Eastern Kentucky University Fall 2024
Timeline
Repossession Specialist
OneMain Financial
08.2023 - Current
Debt Specialist
OneMain Financial
01.2021 - 08.2023
Quality Analyst
Senture, LLC and K4 Solutions
01.2016 - 12.2020
Lead/Floor Support
Senture, LLC and K4 Solutions
01.2016 - 12.2020
Drive Thru Cashier
Krystal
10.2014 - 12.2015
Associate in Arts -
Somerset Community College
Bachelor Of Science - Psychology
Eastern Kentucky University