Dawn Carter
Knoxville,TN
Summary
Driven Senior Collector at Wakefield & Associates Inc., excelling in debt negotiation and relationship building, enhanced team productivity, and maximized revenue recovery. Leveraged legal compliance and persuasive communication to negotiate settlements and streamline collection processes, achieving consistent performance goals and fostering customer loyalty through exceptional service.
Overview
16
16
years of professional experience
Work History
Senior Collector
Wakefield & Associates Inc.
08.2008 - 04.2024
- Enhanced team productivity by providing training, guidance, and support to junior collectors.
- Conducted regular audits of past-due accounts to identify trends, prioritize actions, and optimize collection efforts.
- Coordinated closely with legal departments when pursuing litigation as a last resort for non-responsive or uncooperative debtors.
- Managed a portfolio of high-value accounts, successfully negotiating settlements to reduce losses for the organization.
- Maintained strict compliance with federal regulations, ensuring the protection of consumer rights and upholding ethical practices within the organization.
- Maximized revenue recovery by conducting thorough account investigations and addressing discrepancies promptly.
- Maintained detailed documentation of all collection activities, ensuring accurate record-keeping and facilitating effective communication with internal stakeholders.
- Provided exceptional customer service while resolving disputes or concerns related to billing issues or overdue payments.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Streamlined collection processes, resulting in increased efficiency and reduced operational costs.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Education
GED -
Auburndale Upper School
Cordova TNSkills
- Payment Processing
- Credit analysis
- Debt Negotiation
- Skip Tracing
- Legal Compliance
- Stress Tolerance
- Customer research
- Legal knowledge
- Proficiency in [Software]
- Negotiation
- History research
- Account Management
- Payment Acceptance
- Persuasion techniques
- Attention to Detail
- Updating Customer Accounts
- Clear Communication
- Organizational Skills
- Decision-Making
- Relationship Building
- Payment Scheduling
- Microsoft Office
- Documentation and Recordkeeping
- Negotiation and Resolution
- Work Planning and Prioritization
- Conflict Resolution
- Problem Identification
- Account Monitoring
- Pleasant Telephone Demeanor
- Fair Debt Collections Practices
- Payment management
- Managing Delinquent Accounts
- Word Processing
Timeline
Senior Collector
Wakefield & Associates Inc.
08.2008 - 04.2024
GED -
Auburndale Upper School