Summary
Overview
Work History
Education
Skills
Timeline
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Catherine Jones

Dallas,TX

Summary

Experienced professional demonstrating essential leadership with strong interpersonal skills. Possesses keen analytical and negotiation skills critical for cross-functional teamwork and business management.

Overview

13
13
years of professional experience

Work History

Quality Assurance Lead

Spectrum VoIP
Irving, TX
05.2018 - Current
  • Listen and review pending calls to ensure that they meet all Quality Assurance requirements.
  • Enter all appointments set by sales agents into HubSpot.
  • Reschedule daily appointments with outside sales representatives.
  • Generated daily reports using Excel to use as visuals during issue resolution.
  • Provided training on quality assurance principles and techniques to personnel in all departments.
  • Created reports summarizing all daily numbers.

Collections Representative II

Southwest Credit Systems
Carrollton, TX
09.2014 - 05.2018
  • Contacted customers to discuss and resolve past due accounts.
  • Analyzed customer financial statements to determine payment plans.
  • Negotiated repayment terms with customers in accordance with company policy.
  • Monitored delinquent accounts for timely payment resolution.
  • Processed payments received by mail, phone or online transactions.
  • Collaborated with other departments to resolve disputes in a timely manner.
  • Responded promptly to customer inquiries regarding their account's status.

Debt Recovery Specialist

CMI Group
Carrollton, TX
07.2011 - 08.2014
  • Conducted outbound calls, emails, and letters to customers with overdue payments.
  • Negotiated payment plans with customers in order to collect delinquent debts.
  • Performed skip tracing techniques to locate missing or hard-to-find customers.
  • 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.

Education

High School Diploma -

Lancaster High School
Lancaster, TX
05-2006

Skills

  • Strategic Decision-Making
  • QA
  • Decision-Making
  • Collaborative Team Player
  • Attention to Detail
  • Workload Management
  • Active Listening
  • Professionalism
  • Self Motivation

Timeline

Quality Assurance Lead

Spectrum VoIP
05.2018 - Current

Collections Representative II

Southwest Credit Systems
09.2014 - 05.2018

Debt Recovery Specialist

CMI Group
07.2011 - 08.2014

High School Diploma -

Lancaster High School

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Catherine Jones