Ashlyn Taylor
Spring
Summary
Motivated and results-driven professional with extensive experience in remote and in-office collections, account resolution, and customer communication. Recognized as a top performer and multi-time Employee of the Month for exceeding recovery goals and leading team initiatives. Proven ability to investigate account discrepancies, negotiate outcomes, and handle sensitive information with accuracy and compliance. Skilled at managing high-volume workloads independently in remote settings while maintaining detailed documentation and strong client rapport—key strengths aligned with claims investigation and resolution.
Overview
11
11
years of professional experience
Work History
Remote Collections Specialist
First Financial Asset Management Inc.
11.2022 - 01.2025
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
- Leveraged remote tools such as Zoom, TEAMS, Collaboration software and secure messaging platforms to communicate with clients and update account statuses.
- Managed a high volume of accounts, performing full-cycle collections duties remotely
- Consistently ranked in the top 10% for recovery rates and call resolution, demonstrating strong time management and self-motivation in a remote work environment.
Remote Collections Specialist
LTD Financial
06.2020 - 09.2022
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Achieved significant reductions in average age of receivables, applying rigorous follow-up procedures.
- Coordinated with sales and customer service departments to address underlying issues leading to non-payment.
- Established relationships with customers to encourage payment of delinquent accounts.
Collections Team Lead
Conns Home Plus
05.2015 - 04.2020
- Led a team of 10-15 collection agents in managing high-volume accounts, ensuring adherence to compliance standards and recovery targets.
- Collaborated with internal departments (compliance, legal, and customer service) to support account investigations and risk mitigation strategies.
- Promoted a customer-focused approach in collections, balancing recovery efforts with empathy—an essential skill in claims handling.
- Resolved escalated account issues by reviewing client history, payment activity, and supporting documents—paralleling claims review and dispute resolution tasks.
- Handled confidential financial and personal data with accuracy and discretion, reflecting the integrity required in claims processing.
- Managed escalated account issues and complex cases using Zendesk to document interactions, track case progress, and ensure timely resolutions.
Customer Service Representative
West Corporation
10.2013 - 05.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Westbrook High School
Beaumont, TX06.2013
Skills
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
- Skip tracing
- Professionalism and ethics
- Conflict resolution techniques
- Data entry efficiency
- Goal-oriented mindset
- Decision-making
- Outbound calling
- Strong negotiation skills
- Remote customer support
- Claims investigation
- FDCPA compliance
- Team leader
Accomplishments
- Maintained 100% remote work performance, meeting or exceeding all KPIs without supervision.
- Surpassed individual recovery goals for 12 consecutive months, contributing significantly to department KPIs.
Timeline
Remote Collections Specialist
First Financial Asset Management Inc.
11.2022 - 01.2025
Remote Collections Specialist
LTD Financial
06.2020 - 09.2022
Collections Team Lead
Conns Home Plus
05.2015 - 04.2020
Customer Service Representative
West Corporation
10.2013 - 05.2015
High School Diploma -
Westbrook High School
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