BRANDON SMITH
Nashville,TN
Summary
Firm and determined Collections Representative committed to collecting amounts owed. Quickly resolve settlements through effective negotiation. Proven success in consistently handling crucial issues diplomatically. Energetic sales professional bringing solid background in successful telephone promotions. Keep calls moving, overcome objections and lock in sales. Manage customer calls, encouraging customers online and talking to break down barriers. Talented Senior rep skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Hardworking call center team member with excellent customer service skills and solid background resolving diverse issues. Quality-driven and reliable with relationship-building strengths honed over years in demanding roles. Maintain detailed, current, and accurate records of all interactions and actions.
Overview
17
17
years of professional experience
Work History
Accounts Receivable Analyst
Cummins
Nashville, TN
06.2023 - 12.2024
- Resolved discrepancies between customer records and bank statements.
- Performed research into disputed invoices or payments as needed.
- Provided guidance on accounts receivable inquiries from other departments or external customers and vendors.
- Maintained accurate records of all account receivable activities for audit purposes.
- Monitored overdue accounts daily, generated past due notices, and contacted delinquent customers via phone or email.
- Analyzed financial data to identify trends in customer payment patterns.
Support Specialist/Collections Specialist
Care.com Inc
Nashville, TN
04.2022 - 04.2023
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
- Explained new products and services to customers.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Verified order changes to resolve customer complaints or concerns.
- Compiled all calls and interactions into computer data system.
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Contacted customers and explained debt management to encourage timely debt payments.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Senior Retention Specialist/Collections Specialist
Frontdoor Inc
Nashville, TN
02.2021 - 03.2022
- Explained new products and services to customers.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Implemented creative solutions to deal with special circumstances.
- Contacted customers and explained debt management to encourage timely debt payments.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Placed outbound collections calls daily to approximately 45 account holders.
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
- Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
- Reviewed human resource policies and recommended changes to improve employee retention.
Telephone Sales Representative
Gap
Nashville, TN
09.2020 - 01.2021
- Overcame customers' objections with use of skilled persuasion techniques, product knowledge, and pre-written scripts
- Overcame objections with effective product demonstrations and persuasive communication skills
- Delivered exceptional sales support by staying current on [Product or Service] offerings and company processes.
Collections Representative
At&t
Nashville, TN
12.2018 - 11.2019
- Answered customer inquiries to clarify account information, explain service offerings, or schedule technician service
- Leveraged innovative sales techniques to meet or exceed monthly sales quotas
- Reasoned with customers and attempted to negotiate full balance payments.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Explained company products to the everyday customer
- Accessed customer account information to explain service fees, pricing structures, and billing cycles
- Captured sales through effective product demonstrations and persuasive communication skills to overcome objections.
Claims Resolution Specialist/Support Specialist/Collections Agent
DXC Technology
Nashville, TN
05.2015 - 08.2018
- Coordinated final decisions, including fair settlements and denial of liability
- Backed up fellow claims professionals in handling complex and problematic claims
- Helped process claims at a high rate every month
- Stored and maintained customers claim documentation
- Examined claims forms and other records to determine insurance coverage
- Determined extent of liability based on thorough reviews of police reports, medical treatment records and other documentation
- Analyzed information gathered during investigation and reported findings and recommendations.
- Reasoned with customers and attempted to negotiate full balance payments.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Upheld privacy and security requirements for customer information.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Handled contracts and payments on accounts.
Call Center Representative
Comcast
Nashville, TN
07.2011 - 04.2013
- Offered actionable solutions for customer concerns by following internal database prompts and company scripts
- Completed routine transactions for customers such as opening accounts and processing payments
- Partnered with numerous customers to handle caller needs, including service issues, new sales, and account problems
- Sold products to customers during routine service calls using strong cross-selling abilities
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
Call Center Representative
Asurion
Nashville, TN
02.2008 - 07.2011
- Delivered accurate organizational information, including products, services, and procedures
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Identified causes of product malfunctions and credited affected customers
- Sent customer requested devices from active insurance products
- Completed inquiries and followed up with customers to when needed.
Education
East Literature Magnet
05.2004
Skills
- Accounting
- Business Services
- Bank Management
- Budgeting
- Communication Skills
- Data Entry
- Medical Data Entry
- Policy Interpretation
- Collections
- Procedure Compliance
- Documentation Abilities
- Willingness to Learn
- Analytical and Critical Thinking
- Documentation and Recordkeeping
- Remote Conferencing and Communication
- Sound Judgment
- Microsoft Office
- Database Maintenance
- Account Monitoring
- Payment Scheduling
- Credit Accounts
- Payment Processing
- Managing Delinquent Accounts
- Financial Documentation
Accomplishments
- Exceeded sales goals by an average of 20% in 2021
- Consistently maintained high customer satisfaction ratings.
most improved save rate
while customers would call into the retention department to request cancellation i managed to save an average of 30% of customers every month to maintain and increase on my monthly save rate.
Timeline
Accounts Receivable Analyst
Cummins
06.2023 - 12.2024
Support Specialist/Collections Specialist
Care.com Inc
04.2022 - 04.2023
Senior Retention Specialist/Collections Specialist
Frontdoor Inc
02.2021 - 03.2022
Telephone Sales Representative
Gap
09.2020 - 01.2021
Collections Representative
At&t
12.2018 - 11.2019
Claims Resolution Specialist/Support Specialist/Collections Agent
DXC Technology
05.2015 - 08.2018
Call Center Representative
Comcast
07.2011 - 04.2013
Call Center Representative
Asurion
02.2008 - 07.2011
East Literature Magnet