Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cherrice Nimmons

Summary

Results-driven Collections & Customer Support Specialist with over 10 years of experience in high-volume call center environments, including credit recovery, team supervision, and documentation compliance. Skilled at managing sensitive accounts, resolving escalations, and supporting litigation workflows. Known for consistent accuracy, professional judgment, and regulatory knowledge. Seeking to bring expertise to a Card Collections Litigation Authorized Signer role.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Specialist II – Collections

JPMorgan Chase
10.2024 - Current
  • Manage collections for delinquent credit card accounts, ensuring documentation integrity and regulatory compliance.
  • Negotiate repayment terms, resolve disputes, and update records using internal systems.
  • Identify legal-risk accounts and escalate appropriately to support litigation and recovery efforts.
  • Collaborate with legal, operations, and quality assurance teams to maintain processing efficiency.
  • Consistently meet quality assurance benchmarks and productivity goals in a hybrid setting.
  • Followed all company policies and procedures to deliver quality work.

Customer Service Call Center Supervisor

American Express, AMEX
08.2017 - 03.2023
  • Supervised a team of 15+ agents, conducting coaching sessions, performance reviews, and quality monitoring.
  • Responded to escalated customer issues and adjusted errors in customer transactions to resolve disputes.
  • Maintained compliance reports, daily attendance records, and training logs.
  • Promoted a positive work culture and consistently exceeded customer satisfaction and resolution metrics.
  • Trained new agents and implemented procedures to improve service efficiency and accuracy.
  • Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.

Retention Specialist – Credit Card Collections

Alliance Data Corporation
08.2014 - 08.2017
  • Handled high-volume inbound/outbound calls with customers 30+ days past due.
  • Processed payments, arranged payment plans, and documented customer responses.
  • Filed claims, waived fees, and flagged accounts for fraud when necessary.
  • Collaborated with legal and recovery teams on accounts entering litigation.
  • Recognized for surpassing recovery targets and maintaining audit-ready documentation.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.

Education

Associate Degree - Business Management

Columbus State Community College
Columbus, OH

Skills

  • Sworn Document Review & Accuracy
  • Credit Card Collections & Recovery
  • Legal & Regulatory Compliance
  • Litigation Support & Risk Escalation
  • Internal Systems & Call Documentation
  • Quality Control & Audit Readiness
  • Independent Decision-Making
  • Customer Negotiation & Support
  • Microsoft Office, Excel, CLCS
  • Customer relations
  • Expert problem solving
  • Analytical thinking

Certification

  • - Quarterly Leadership Achievement – 2016, 2017
  • - Supervisor of the Month – 2016
  • - JPMorgan Chase Compliance Training (Current)
  • - Remote Work Recognition – 2025

Timeline

Specialist II – Collections

JPMorgan Chase
10.2024 - Current

Customer Service Call Center Supervisor

American Express, AMEX
08.2017 - 03.2023

Retention Specialist – Credit Card Collections

Alliance Data Corporation
08.2014 - 08.2017

Associate Degree - Business Management

Columbus State Community College

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