ASHUNTETTA FULLER
Summary
Results-driven collections professional adept at managing overdue accounts and implementing effective collection strategies. Proven track record of reducing delinquency through strategic communication and negotiation. Known for collaboration and flexibility, ensuring team success and adaptability to changing needs while maintaining high standards.
Overview
7
7
years of professional experience
Work History
Collections Specialist
Enova International
02.2024 - 12.2024
- Efficiently managed high volumes of incoming and outgoing calls to assist customers with overdue loan payments, maintaining a professional and empathetic tone.
- Collaborated with customers to develop and negotiate payment plans, resulting in a 20% improvement in account recovery rates.
- Addressed and resolved customer concerns related to overdue payments by providing clear explanations and personalized solutions.
- Educated customers on the consequences of delinquent payments while offering guidance and resources to help resolve financial challenges.
- Accurately documented customer interactions, payment arrangements, and account updates in Enova's database, ensuring compliance with company and regulatory standards.
- Consistently met or exceeded performance metrics, including resolution rates and customer satisfaction scores.
Collection Counselor
Dovenmuehle Mortgage, Inc.
12.2022 - 01.2024
- Notified customers of delinquent accounts and collaborated to collect outstanding amounts while maintaining a high level of professionalism and empathy.
- Assisted customers in developing repayment schedules and negotiated payment arrangements based on individual financial circumstances.
- Processed payments over the phone and set up recurring drafts to facilitate on-time payments.
- Accurately updated and maintained customer accounts with payment information, contact details, and relevant notes in the company database.
- Monitored overdue accounts using the billing system, initiating collections processes and reviewing accounts for payment plan compliance.
- Recorded detailed notes on customer interactions, financial status, and collection efforts, ensuring accurate documentation.
- Managed a high volume of daily calls, meeting the demands of a busy collections environment and consistently achieving recovery targets.
Remote Licensed Customer Service Representative
Foundever
02.2020 - 11.2022
- Provided expert-level assistance to customers in regulated industries, addressing complex inquiries with professionalism and accuracy.
- Managed high-volume interactions through various channels, including phone, email, and live chat, ensuring timely responses and resolutions.
- Utilized CRM platforms such as Salesforce and Zendesk to track and document customer interactions, maintaining detailed and compliant records.
- Assisted customers with account setup, billing inquiries, and service upgrades while adhering to industry regulations and company policies.
- Collaborated with cross-functional teams using remote tools such as Slack, Microsoft Teams, and Zoom to address escalations and improve service processes.
- Resolved technical issues for customers by troubleshooting and providing step-by-step guidance, resulting in a 15% reduction in escalations.
- Exceeded key performance indicators, including customer satisfaction (CSAT) scores, first-call resolution rates, and response times.
- Conducted proactive outreach to educate customers on product features and self-service options, improving user adoption by 20%
Customer Service Representative
Teleperformance
04.2018 - 02.2020
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
Education
Bachelor of Science - Business Administration
National Louis University
Chicago, IL12-2025
Skills
- Data entry
- Critical thinking
- Active listening
- Customer relationship management (CRM)
- Typing speed
- Strong negotiation skills
- Written and oral communication
- Empathy display
- Building rapport
- Sales expertise
Timeline
Collections Specialist
Enova International
02.2024 - 12.2024
Collection Counselor
Dovenmuehle Mortgage, Inc.
12.2022 - 01.2024
Remote Licensed Customer Service Representative
Foundever
02.2020 - 11.2022
Customer Service Representative
Teleperformance
04.2018 - 02.2020
Bachelor of Science - Business Administration
National Louis University