Chalina Fields

lead team to goal on a monthly basis

provided reviews, training and coaching to employees

handled escalated calls and helped customers bring car loans cur5rent6

maintained employee disciplinary actions as needed

resolved client billing problems by collecting direct payments and setting up payment plans

handled outbound collection telephone calls with consistant service , quality and excellent success rate

gave management feed back on front line collections trends on reccurrent account delinquency issues

• Identified needs and provided training to clarify expectations of collections agents.
• Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
• Accessed credit records to evaluate customer credit histories.
• Researched accounts and completed due diligence to resolve collection problems.

• Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
• Processed payments over phone and set up recurring drafts.
• Reviewed accounts to determine payment plan compliance.
• Met demands of busy collections group by performing high volume of daily calls.
• Located debtors by utilizing skip tracking and other strategies.
• Secured payments by following up with customers which disregarded promise to pay.
• Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
• Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.

• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Trained new personnel regarding company operations, policies and services.
• Educated customers about billing, payment processing and support policies and procedures.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Met customer call guidelines for service levels, handle time and productivity.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Joined as a front sheet collector where I maintained month over month goals and was quickly promoted to a back-sheet collector.
• I exceeded my goals in this role and within months was promoted to collections specialist.
• I was able to build and maintain a good working relationship with outside vendors and exceed expectations in this position which lead to being promoted again to supervisor.
• Lead a team of 13 to goal on a monthly basis.
• Provide reviews, training and coaching to employees.
• Run reports and compile numbers for my team and management.
• Handle escalated customer calls and customer complaints.
• Maintain employee records.
• Handle employee disciplinary actions when needed.
• Established and enforced clear goals to keep employees working collaboratively.
• Identified and corrected performance and personnel issues to reduce impact to business operations.
• Conducted employee evaluations and reviews.

• As a collector I called customers to rectify bounced checks for a national company and negotiate arrangements to bring their accounts back to a 0 balance.
• Used internet skip tracing tools to locate and contact customers.
• Successfully maintained open lines of communication with customers.
• Made and received calls on a multiline phone system.