Brittany Hodge
Sandy Springs,GA
Summary
Proven Credit and Collections Specialist with a track record of enhancing portfolio performance and customer relationship management at Sharecare Inc. Excelled in credit analysis and decision-making, significantly improving debt recovery processes. Skilled in analytical thinking and effective communication, adept at negotiating solutions that benefit both creditor and debtor. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Credit and Collections Specialist
Sharecare Inc.
02.2020 - 03.2024
- Investigated customer credit references and approved credit lines.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Generated and distributed monthly customer statements.
- Analyzed customer financial records to determine appropriate payment plan.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Researched billing errors and discrepancies to initiate corrective action.
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Representative
Conduent
07.2016 - 02.2020
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
SECRETARY
EARLS JANITORIAL SERVICES
07.2015 - 06.2016
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Scheduled appointments and conducted follow-up calls to clients.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Entered data into system and updated customer contacts with information to keep records current.
- Offered technical support and troubleshot issues to enhance office productivity.
- Screened visitors and issued badges to maintain safety and security.
- Created and updated records and files to maintain document compliance.
- Maintained electronic filing systems and categorized documents.
- Maintained daily report documents, memos and invoices.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Composed inter-office correspondence and provided product and service information to customers.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Education
Associate of Arts - Paralegal Studies
Hinds Community College
Raymond, MS12.2021
Associate of Applied Science - General Studies
Hinds Community College
Raymond, MS12.2016
Skills
- Cash Flow Management
- Decision-making capabilities
- Strong analytical skills
- Credit analysis
- finance/accounting background/experience
- understanding/experience with Accounts Receivable (A/R)
- advanced/strong excel skill set
- ability to work in high volume workload capacities
- comfortability with conducting outreach for collection type calls
- Dispute Resolution
- Portfolio Management
- Payment Processing
- Debt recovery
- Budget Planning
- Skip Tracing
- Legal Compliance
- Paperwork Processing
- Word Processing
- Account Investigation
- Account Monitoring
- Report Writing
- Correspondence Writing
- Bookkeeping
- Database Maintenance
- Financial Documentation
- Risk Management
- Customer Relationship Management
- Investigative research
- Team Collaboration
- Continuous Improvement
- Automated Document Scanning
- Time Management
- Multitasking
- Payment management
- Pleasant Telephone Demeanor
- Problem Identification
- Written Communication
- Effective Communication
- Decision-Making
- Adaptability
- Time management abilities
- Quality Standards Compliance
- Credit Extension Negotiation
- Analytical Skills
Timeline
Credit and Collections Specialist
Sharecare Inc.
02.2020 - 03.2024
Customer Service Representative
Conduent
07.2016 - 02.2020
SECRETARY
EARLS JANITORIAL SERVICES
07.2015 - 06.2016
Associate of Arts - Paralegal Studies
Hinds Community College
Associate of Applied Science - General Studies
Hinds Community College