Briana McCuren
Dallas
Summary
Results-driven Account Manager with proven success in managing client relationships, driving revenue growth, and implementing strategic initiatives. Strong skillset includes problem-solving, negotiation, and communication. In previous roles, made significant impact by improving processes for increased efficiency and customer satisfaction. Demonstrated ability to lead teams towards common goals while maintaining focus on bottom line results.
Overview
13
13
years of professional experience
Work History
Loan Servicing Account Manager
Marine One
DALLAS
09.2024 - Current
- Managed a portfolio of 500+ loan accounts.
- Responsible for contacting customers by phone to collect on frontend-stage delinquent loans.
- Provided customer service to all customers on all outstanding loans, including accounts that are not delinquent.
- Contact customers via outbound and inbound phone calls, as well as other means of communication, by using the company’s call model to secure debts by negotiating payment terms and methods.
- Developed strategies to increase revenue from existing accounts.
- Resolved customer complaints in a timely manner.
- Managed multiple accounts simultaneously while meeting deadlines.
Account Resolution Representative
Wells Fargo
Irving
08.2020 - 09.2024
- Placed a high volume of outgoing calls to collect past-due invoice payments
- Followed the A/R collections schedule for placing calls and sending emails on past-due accounts
- Collected data, established facts, and identified trends and variances
- Contacted customers via telephone to update missing/incorrect contact information
- Gathered, analyzed, compiled, and updated relevant information to locate customer contact information related to delinquent accounts
- Achieved complete satisfaction and retention of clients by optimizing their experience while collecting and negotiating terms of repayment on specialized outstanding account balances
- Processed customer credit card payments
- Performed skip-tracing activities, leveraging all applicable skip trace tools to locate customer information
Account Resolution Specialist
Wells Fargo
Irving
06.2018 - 08.2020
- Leveraged strong negotiation skills to settle full payments or create terms for repayment by working closely with customers to determine the reason for account delinquency, and reviewing their financial situations.
- Met and surpassed department productivity metrics by planning and structuring workdays, with calls monitored for quality and accuracy, demonstrating solid organizational and time management abilities.
- Embraced a culture of continuous learning by actively seeking out and absorbing information on operational policies, as well as State and Federal regulations that dictated collection practices.
- Facilitated the hiring of new employees and trained or mentored returning team members according to company standards.
- Placed a high volume of outgoing calls to collect past-due invoice payments.
Passenger Service Agent
ATS
Dallas-Fort Worth
02.2012 - 06.2020
- Checked in customers and their bags at the ticket counter
- Patiently handled customer concerns and complaints regarding ticketing and baggage handling
- Knowledgeably answered inquiries regarding flight schedules, fares, and other questions as they arose
- Made announcements at the gate or over the general PA system regarding flight activity
- Was responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors
- Worked with personnel in the gate area by verifying passenger documents before boarding aircraft
- Assisted special needs passengers and unaccompanied minors, driving a seamless airport experience
Underwriter Assistant
Allstate Insurance Co.
Irving
02.2014 - 05.2018
- Analyzed risk and adhered to underwriting standards to drive risk selection and profitability
- Gathered and analyzed information to determine risk acceptability and processes to analyze, interpret and manage data
- Followed underwriting guidelines in developing rates for new and renewal groups
- Underwrote renewals by reviewing premium history, claims history and company financial condition to determine action
- Worked with colleagues to review, accept or deny new and renewal business
- Prepared memos and other correspondence to communicate changes in rates or benefits
Education
High School Diploma -
Duncanville High School
Duncanville, TXSkills
- Software: Excel, Outlook, Microsoft Office
- Customer service
- Debt collection
- Negotiation strategies
- Account management
- Skip tracing
- Time management
- Communication skills
- Conflict resolution
- Team collaboration
- Problem solving
- Statement billings
- Goal oriented
- Collections expertise
Timeline
Loan Servicing Account Manager
Marine One
09.2024 - Current
Account Resolution Representative
Wells Fargo
08.2020 - 09.2024
Account Resolution Specialist
Wells Fargo
06.2018 - 08.2020
Underwriter Assistant
Allstate Insurance Co.
02.2014 - 05.2018
Passenger Service Agent
ATS
02.2012 - 06.2020
High School Diploma -
Duncanville High School
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