Danielle Schrock
Mount Dora,FL
Summary
Accomplished Collection Customer Service Representative with a proven track record at Consumer Portfolio Services, enhancing recovery rates and customer satisfaction through innovative collection techniques and empathetic communication. Skilled in skip tracing and customer relationship building, consistently exceeded targets by fostering trust and cooperation. Demonstrates exceptional problem-solving abilities and stress tolerance, contributing to team success.
Overview
11
11
years of professional experience
Work History
Collection Customer Service Representative
Consumer Portfolio Services
10.2016 - 02.2025
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Collection Customer Service Representative
Law Office of Scherr and Mcclure
10.2013 - 07.2016
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Developed and documented collection procedures and policies to comply with government regulations.
Education
GED -
Georgia Adult Education Center
Atlanta, GA06-2019
Skills
- Goal oriented
- Stress tolerance
- Skip tracing
- Assertiveness
- Debt collection
- Customer relationship building
- Patience and persistence
- Customer consultation
- Delinquent account management
- Payment plan implementation
- Payment agreements
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
Timeline
Collection Customer Service Representative
Consumer Portfolio Services
10.2016 - 02.2025
Collection Customer Service Representative
Law Office of Scherr and Mcclure
10.2013 - 07.2016
GED -
Georgia Adult Education Center
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