Ashley Marriott
Columbus,OH
Summary
Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls. Competent Accounts Receivable Specialist bringing 2 years of experience handling accounts receivable functions. Exemplary skill in resolving billing disputes, providing excellent customer service and applying payments. Recognized for effective leadership with consistent achievement of objectives. Skilled professional with experience in collections, and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
8
8
years of professional experience
Work History
SR. COLLECTIONS SPECIALIST
Discover Financial Services, DFS
01.2023 - Current
- Developed and implemented strategies to reduce delinquency rates and improve cash flow.
- Managed high-volume workloads while adhering to tight deadlines and maintaining a high level of accuracy.
- Maintained detailed records on all collection activities, including contact attempts and resolution status.
- Ensured compliance with applicable laws, regulations, policies, procedures, standards, and guidelines.
- Analyzed customer accounts for payment patterns and risk assessment, utilizing data mining techniques.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched billing errors and discrepancies to initiate corrective action.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
GENERAL MANAGER
Rainbow Shops
06.2017 - 07.2022
- Monitored store performance and identified opportunities for improvement.
- Assessed team member performance through formal reviews leading to promotions or terminations as necessary.
- Recruited team members to maintain adequate staffing levels.
- Provided coaching and mentoring support for employees at all levels of the organization.
MANAGER
Family Dollar
02.2021 - 08.2021
- Mentored and trained new employees on company policies and procedures.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Utilized strong analytical and problem-solving skills to address operational issues.
- Monitored team productivity and performance to support goals.
ASSISTANT STORE MANAGER
Rainbow Shops
01.2016 - 06.2017
- Taught loss prevention practices and policies to minimize shrink.
- Built employee knowledge with training and mentoring.
- Directed employee tasks and time management, improving customer experiences.
- Ensured compliance with all store policies and procedures.
TECHNICAL SUPPORT SPECIALIST
Minacs Limited
07.2015 - 09.2016
- Developed in-depth knowledge of products and services; educated users on product features and benefits.
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally
- Trained new employees on technical support processes and procedures; answered questions as needed.
Education
DIPLOMA - undefined
Academy For Urban Scholars
Columbus, OHSkills
- Customer Service (9 Years) Store Management Experience (6 Years) Credit And Collections
- Quality Assurance Controls Call Center Operations
- Negotiating Payments
- Billing Data Verification
- Collection Agency Relations
- Data Collection Processes
- Customer Service
- Customer Retention Strategies
- Call Volume and Quality Metrics
Additional Information
- ADDITIONAL INFORMATION , Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
SR. COLLECTIONS SPECIALIST
Discover Financial Services, DFS
01.2023 - Current
MANAGER
Family Dollar
02.2021 - 08.2021
GENERAL MANAGER
Rainbow Shops
06.2017 - 07.2022
ASSISTANT STORE MANAGER
Rainbow Shops
01.2016 - 06.2017
TECHNICAL SUPPORT SPECIALIST
Minacs Limited
07.2015 - 09.2016
DIPLOMA - undefined
Academy For Urban Scholars