Antoinette Lester
Lake Worth,USA
Summary
Results-oriented leader with strong background in managing collections teams, skilled at optimizing collection processes and improving recovery rates. Highly conscientious, with methodical approach to ensuring accurate and timely completion of tasks, resulting in minimal errors and enhanced efficiency. Proven expertise in implementing strategic initiatives, streamlining workflows, and fostering collaborative team environment to achieve organizational goals. Solid work ethic and commitment to maintaining order and delivering high-quality results consistently.
Overview
28
28
years of professional experience
Work History
Collections Team Lead
Service Finance Company / Subsidiary of Truist
Boca Raton, FL
03.2021 - Current
- Analyzed customer financial information using advanced analytics tools in order to assess risk levels associated with each account.
- Negotiated repayment plans with customers who had difficulty paying their debts in full according to the terms of their agreement.
- Monitored daily performance metrics to identify areas for improvement and develop solutions for increasing efficiency.
- Provided guidance to team members on proper use of collection techniques, resulting in improved customer service satisfaction ratings.
- Ensured that team members adhered to established policies, procedures, laws, and ethical standards when interacting with customers.
- Resolved escalated complaints and answered questions regarding policies and procedures.
Billing and Collections Specialist
Service Finance Company / Subsidiary of Truist
Boca Raton, FL
11.2018 - Current
- Manages and controls 100-125 delinquency home improvement loans accounts a day.
- Used exemplary communication skills while contacting customers to determine reason for payment delinquency and negotiating repayment plans.
- Conducts necessary skip tracing to locate customers.
- Experience included documenting actions within collections system while maintaining company performance and productivity standards.
- Assessed delinquent accounts for possible collections actions.
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Performed data entry of customer information into the company’s database system.
Paratransit Driver/Dispatcher
MV TRANSPORTATION
West Palm Beach, FL
09.2017 - 11.2018
- Load, unload and transport passengers who are senior citizens and persons with disabilities.
- Uphold all standards as required by the American With Disabilities Act.
- Track vehicles and report emergencies to appropriate departments and individuals.
- Communicate transport details with dispatch via radio, communicate with drivers providing call-ins for vehicle service and respond to driver calls with vehicle problems and/or other assistance.
- Receives and delivers reliable messages.
Health Insurance Analyst
TELEPERFORMANCE USA
Boca Raton, FL
10.2016 - 09.2017
- Answered calls, collected and updated customer information to ensure coverage was correct.
- Assisted customers in filing claims as well as making and receiving payments.
- Entered customer service notes into customer files after any contact for future reference.
Collections Specialists
APPLIED CARD SYSTEMS
Boca Raton, FL
06.2010 - 02.2016
- Responsible for approx 300+ collection calls a day which included reminding customers about late and/or missed payments.
- Handled inbound and outbound collection calls and correspondences in a fast paced goal.
- Completed outbound collections calls professionally while maintaining customer relations.
- Reconciled customer disputes as they pertained to payment of outstanding balances due.
- Helped delinquent customers get back on track by arranging and/or setting up payment solutions.
- Provided timely follow-up with cardholders on payment arrangements.
- Ability to handle irate customers and keep a cool head no matter what.
- Participated in weekly and monthly team planning meetings.
Correspondence Analyst II & III
APPLIED CARD SYSTEMS
Boca Raton, FL
07.2002 - 06.2010
- Reviewed correspondence to identify issues and determined course of action.
- Track and resolved cardholder's issues and/or concerns.
- Complied with polices and procedures.
- Reviewed and researched credit reports submitted by the cardholders or authorized third parties.
- Made necessary changes and corrections to cardholder's credit reports and responded in writing.
- Communicated with debt consolidation agencies, law offices and major credit bureaus via telephone or written requests.
- Sent important letters to cardholders or responsible third parties as it relates to cardholder's account status or credit reports.
Customer Service Representative
APPLIED CARD SYSTEMS
Boca Raton, FL
03.1998 - 06.2002
- Handled large number of inbound calls in an energetic environment.
- Multi tasked & maintained high level of efficiency while meeting deadlines and quotas.
Education
Medical Billing & Coding Specialist Diploma -
MEDVANCE INSTITUTE
FLHigh School Diploma - undefined
CORNERSTONE CHRISTIAN CORRESPONDENCE
GASkills
- Good written & verbal communication skills
- Keen listening & quick-thinking abilities
- Ability to follow instructions precisely
- Proficient in computers
- Ability to type 6288 keystrokes per hour
- Ability to work in a team environment
- Positive attitude to learning any tasks
- Adaptable, can work in shifts
- Excellent organized skills
- Ability to type average 55 wpm
- Patience and persistence
- Team management
- Teamwork and collaboration
Timeline
Collections Team Lead
Service Finance Company / Subsidiary of Truist
03.2021 - Current
Billing and Collections Specialist
Service Finance Company / Subsidiary of Truist
11.2018 - Current
Paratransit Driver/Dispatcher
MV TRANSPORTATION
09.2017 - 11.2018
Health Insurance Analyst
TELEPERFORMANCE USA
10.2016 - 09.2017
Collections Specialists
APPLIED CARD SYSTEMS
06.2010 - 02.2016
Correspondence Analyst II & III
APPLIED CARD SYSTEMS
07.2002 - 06.2010
Customer Service Representative
APPLIED CARD SYSTEMS
03.1998 - 06.2002
High School Diploma - undefined
CORNERSTONE CHRISTIAN CORRESPONDENCE
Medical Billing & Coding Specialist Diploma -
MEDVANCE INSTITUTE
CAREER OVERVIEW
Highly organized, energetic, results driven, detail oriented customer service representative and collections specialists with over ten years experience working in a high volume call center environment. Strong interpersonal, self motivated, quickly grasps new operating systems, high level of professionalism, patient and efficient to minimize customer dissatisfaction and increased customer loyalty. Innovative problem solver who thrives on challenges and who consistently meets and exceeds productivity goals.