Angela McMillian

. Achieved positive and successful progression within the company - in descending order from most current position: Credit Auditor/Return Specialist, Customer Service Coordinator, Drop ship/Imprint Specialist, Tracing Specialist, Quality Assurance, and Data Entry/Mailroom Clerk;

.Two time recipient of “Employee of the Month” award;

. Employed personable sales/telemarketing techniques to setup new accounts resulting in sales of $3M; processed orders, returns and credits, increasing the bottom line by 22%;  . . . .Continually exhibited a positive attitude while accurately answering all inbound call inquires and billing questions;

. Moved forward through difficult situations by researching and resolving all complaints, questions and concerns to ensure customer retention and satisfaction;

. Maintained and ensured accounts payables and receivables were accurate, on time and current.

• When Applicable offered and processed loan/lease modifications and extensions/deferments
• Negotiated settlements and payoff amounts when appropriate, processed customer payments,verified payments with Moneygram/Westernunion
• Educated,Investigated and resolved customer inquiries and complaints on Retail/lease Installment Contracts, ensuring accurate information was provided to customers.
• Resolved escalated complaints professionally, demonstrating empathy and excellent problem-solving abilities.
• Adhered strictly to company policies and FDCPA guidelines while handling sensitive customer information securely.
• Handled incoming calls developing a strong rapport with customers to establish trust and loyalty.
• Worked closely with repossession agents and their vendors,auctions,car insurance companies,car dealerships, impound and title departments
• Educated customers about their car/lease account status,repossession,charge off status,updated current insurance information