Andrea Farley
Riverdale,USA
Summary
Result-focused Customer Service Manager, Program Manager, and Administrative Assistant with 30 years of top performance, the ability to direct compliance initiatives and lead business plans through effective strategic analysis. Repeated success guiding sizeable, cross-functional teams in the design and launch of new programs, administration, and client relationship management. Proven ability to define procedures and practices including governing budgets, procurement, personnel, and other executive functions to provide the full range of administrative services. Extensive business experience developed from strong working relationships to enhance company objectives.
Results-driven professional specializing in customer service and collections management. Expertise in managing teams, negotiating resolutions, and enforcing compliance while optimizing processes to enhance customer experience and operational performance across a variety of financial contexts.
Overview
1
1
Certification
4
4
years of post-secondary education
31
31
years of professional experience
Work History
Operations Manager
Oracle Financial Services
Fayetteville, GA
01.2025 - Current
- Manage Department receivable focusing on strategy, team leadership, compliance.
- Managed diverse loan accounts including credit cards and personal loans. Credit cards, Credit Union, Chase Bank, HSBC, Jared Jewelry, Installment loans, Automotive Deficiency, and Medical Bills, Ambulance, Payday loans etc.
- Negotiated with customers to resolve issues and effectively managed department loan accounts.
- Managed escalations while ensuring compliance with legal and regulatory standards.
- Oversaw finance department and managed employee performance to ensure operational efficiency.
- Cultivated and maintained relationships with stakeholders to enhance collaboration.
- Conducted training sessions for staff to achieve financial performance targets.
- Proficient in using various skip trace tools to locate customers.
- Monitor Back office and set dialer campaigns.
Performance Supervisor
Delta Global Service
Atlanta, GA
03.2021 - 02.2024
- Demonstrated customer service skills while assisting passengers at the airport.
- Coached and developed employee skills to enhance team performance.
- Coordinate wheelchair assistance for special needs passengers.
- Communicate and Coordinate passengers transportation throughout busy Airport with dispatchers.
- Prepare shift schedule and employee daily assignments and team leadership meetings.
- Conduct daily shift meetings.
- Provide resolution to customer issues through direct contact or guidance with Airport Tower Operations.
- Coordinate wheelchair assistance for special need passengers.
- Communicate and Coordinate passengers transportation throughout buzy Airport with dispatchers.
- Prepared shift schedules and assigned daily tasks, facilitating effective team leadership meetings.
- Ensure the safety of all.passengers during daily operations.
- Investigate and respond to employee relations issues in a timely manner.
- Monitor and track all shifts safety violations and compliance issues in Gensuite database daily.
- Communicate with Airport Authorities and GBI concerning any problems or issues with passengers and employees daily.
- Monitor Airline flight operations using a detailed reports for Arrivals/Departures and boarding activities.
Driver Contractor Manager
Amazon
Atlanta, GA
01.2017 - 01.2021
- Optimizing customer's satisfaction by transporting and delivering goods and items to clients or businesses in a safe, timely manner.
- Arranged drivers to pick up, transport, and drop off packages within local regions and small urban areas.
- Adhering strictly to delivery routes and time schedules set by Amazon Company.
- Contacted customers to arrange delivery times and prevent issues.
- Scanned all items into the system to confirm that all packages were accounted for before leaving the facility.
- Assisted drivers with loading and unloading materials with the loading and unloading of materials lifting up to 60 pounds.
- Maintained strong client relationships by addressing inquiries and resolving complaints promptly.
- Rescheduled deliveries with customers to accommodate their availability with customers if they are unavailable to receive them.
- Compiled and submitted daily logs and reports to corporate headquarters to ensure accurate tracking and accountability.
Accounts Receivable Clerk
Immediate Credit Recovery
Kennesaw, GA
01.2017 - 12.2020
- Collect revenue on past due student loan account for US. Gov Department of Education.
- Assist customers with payment deferments and programs for outstanding student loan accounts over 60-120 days past due.
- Collected revenue on past due student loan accounts for US Gov Department of Education, contributing to departmental financial targets.
- Demonstrate effective oral and written communications with department personnel and management.
- Proven results in exceeding customer service expectations.
- Provided internal and external reporting to management and customers.
- Complies, formats and transmits billing according to specific client requirements.
- Experience in accounts receivable, debits, credits, and account analysis.
- Investigate multiple clients' accounts for accuracy.
- Quality check and enroll customers in government and debt relief programs to ensure compliance.
Legal Garnishment Clerk
West Asset Management/US Department of Education - Wage
Marietta, GA
02.2005 - 06.2015
- Review garnishment order to determine the scope, jurisdiction, applicability and timeframe of the garnishment and ensure correct and timely processing.
- Demonstrated knowledge of all aspects of departmental procedures for garnishment processing and ensures that orders are processed in compliance with the laws and statutes that govern them.
- Manage employees and educate them on how to perform their jobs and manage employees' performance daily.
- Logged and recorded all garnishment orders and subsequent details into the US Gov. Garnishment Database.
- Assisted customers with inquiries and resolved problems in a professional manner.
- Ensured collection of the appropriate processing fees from garnishees and periodically follows up on outstanding debts.
- Responsible for resolving and/or appealing denials and rejections of customers' garnishment.
- Assist customer with inquiries and problem resolution in a professional manner and escalate matters to management as appropriate.
- Demonstrated knowledge of all aspects of departmental procedures for garnishment processing and ensured that orders are processed in compliance with the laws and statutes that govern them.
- Executed fiscal calculations on customer wages. on customer wages to determine garnishment payment amount.
- Reconciliation of accounts for billing/system/collections issues or trends and reporting to United States Government.
- Negotiate early payout options and settlements to satisfy delinquency.
Account Manager
Vital Solutions
Norcross, GA
01.2004 - 01.2007
- Managed incoming and outgoing collections calls, improving revenue recovery on delinquent accounts.
- Handled both incoming and outgoing collections calls to maximize revenue on delinquent accounts.
- Performed various clerical tasks, including filing, data entry, and document preparation in an office setting.
- Assisted customers with billing inquiries, payment arrangements, voluntary payments and check by phone payments while adhering to FDCPA guidelines.
- Consistently maintain accounts and customer contact including recording follow-up details in CRM database.
- Engaged with customers to identify financial priorities and recommend tailored solutions.
- Ability to create, edit and analyze Excel spreadsheets, Word documents, PDF files and Power Point presentations.
- Met sales quotas and call metrics to drive successful departmental collections outcomes.
- Handled escalation calls and de-escalated issues to ensure patient/client satisfaction.
Accounts Receivable Clerk
Allied International Credit
Smyrna, GA
08.2002 - 01.2005
- Collection of outstanding Automobile deficiency and Credit Card accounts.
- Maintain accounts and follow up customers past due invoices.
- Maintain accounts and follow up customers' past due invoices.
- Negotiate early payout and settlements to satisfy loan accounts.
- Conducted skip tracing to identify current contact details of customers. to locate customers' new information.
- Established and managed payment arrangements on customer accounts to facilitate debt recovery.
- Performed daily follow-up on customer accounts to ensure timely payments. day-to-day.
- Ensure timely delivery of delinquencies notices sent to customers.
- Worked commercial business accounts 1st 2nd and 3rd party accounts portfolios.
Asst. Credit Manager
Ultimate Media Express
Jamaica, NY
10.1995 - 03.2000
- Oversaw Freight Forwarding Company account receivable Department.
- Facilitated business-to-business collections to ensure timely payment and maintain cash flow.
- Facilitate Business to Business collections.
- Create Airbills and logged all incoming and outgoing monies.
- Coordinates payments with accounts payable Department.
- Coordinated payments with accounts payable department to streamline cash management processes.
- Work directly with Controller to facilitate transportation services for businesses Nationwide.
Education
Bachelor's Degree - Criminal Justice Administration / Business Management
University of Phoenix
Atlanta, GAHigh school diploma or GED - Advertising
Springfield Gardens High School
Springfield Gardens, NY 09.1987 - 06.1991
Certification
- CPA
- CPR Certification
- First Aid Certification
- Driver's License Class D
Languages
- English
- Spanish
Willing To Relocate
Atlanta, GA
Additional Information - Authorized To Work
Authorized to work in the US for any employer
Timeline
Operations Manager
Oracle Financial Services
01.2025 - Current
Performance Supervisor
Delta Global Service
03.2021 - 02.2024
Driver Contractor Manager
Amazon
01.2017 - 01.2021
Accounts Receivable Clerk
Immediate Credit Recovery
01.2017 - 12.2020
Legal Garnishment Clerk
West Asset Management/US Department of Education - Wage
02.2005 - 06.2015
Account Manager
Vital Solutions
01.2004 - 01.2007
Accounts Receivable Clerk
Allied International Credit
08.2002 - 01.2005
Asst. Credit Manager
Ultimate Media Express
10.1995 - 03.2000
High school diploma or GED - Advertising
Springfield Gardens High School
09.1987 - 06.1991
Bachelor's Degree - Criminal Justice Administration / Business Management
University of Phoenix