Deidre Nava
Belvidere,IL
Summary
Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts.
Overview
18
18
years of professional experience
Work History
Collections Agent
Grainger
Janesville, WI
07.2025 - Current
- Communicated with customers via phone and email about past due invoices and summary bills to facilitate timely payments.
- Performed clearings involving past due invoices as well as debits and credits to assist with reducing account balance.
- Issued alerts to customers about accounts at risk of delinquency to encourage timely resolution. and collections hold.
- Documented agreements with customers to ensure timely payment of outstanding invoices. for incoming payments.
- Investigated discrepancies with incoming payments.
- Conducted meetings with customers, sales reps, account managers, accounts payable, accounts receivable, and colleagues to address payment concerns.
- Assist customers with invoice, Summary Billing, EDI and credit card payments.
- Communicated with outside collections pertaining to payments and the status of customers’ accounts.
Customer Service Representative/ Chat Agent
Grainger
Janesville, WI
02.2018 - Current
- Answer phones and assist customers with needs or transfer to the correct department
- Assisted with product searches, orders, returns, credits, debits, and free of charge orders.
- Hosted ride-alongs for new hires and cross-departmental employees to enhance onboarding experience.
- Focused on providing customers with effective one-time solutions to their inquiries.
- Multitasking and navigating through different systems to assist multiple customers at the same time.
- Completed tasks efficiently in a fast-paced environment.
- Managed multiple customer inquiries simultaneously while navigating various systems. and navigating through different systems to assist multiple customers at the same time.
Guest Services Representative- customer service
The Hampton Inn
Rockford, IL
11.2016 - 01.2018
- Checking guests into the property as well as checking out along with making room keys electronically
- Answering and transferring phone calls daily
- Answering emails from incoming or departed guests
- Followed up with guests to ensure satisfaction with accommodations
- Handle money payments from guests and balance out cash drawer at beginning and end of shifts
- Print out or email receipts to departed guests
- Deliver towels, cribs, toiletries and any other items guest requested
- Help organize the placing of guests' rooms for incoming groups
- Assisted with rooming lists
- Assisted breakfast staff during busy periods
- Compiled inventory lists for pantry supplies
- Organize storage units where supplies for the property were stored
Guest Services Representative- customer service
The Hilton Garden Inn Austin North
Austin, TX
06.2016 - 08.2016
- Welcomed guests at the front desk upon arrival
- Managed efficient check-in and check-out process to enhance guest satisfaction
- Created and managed new reservations for guests via phone and in-person requests
- Make reservations from scratch through phone or walk ins
- Responded to guest inquiries via phone regarding hotel services, reservations, and issue resolution
- Balanced cash drawer at the start and end of each shift
- Coordinated with housekeeping staff to track and manage room status updates
- Taking room service orders and transferring to the kitchen department
- Delivered room service, towels, and bedding to guests' rooms to ensure comfort and convenience
- Assisted dining room staff during busy breakfast service
Accounting Clerk- Clerical
CMK Investments
Elgin, IL
08.2015 - 04.2016
- Managed incoming payments from customers for active and inactive loans, ensuring accurate application to accounts.
- Performed daily data entry of checks, money orders, trustees, and bankruptcies into data system, maintaining data integrity.
- Supported completion of month-end audits by organizing financial documents and ensuring accuracy.
- Collected and processed finished invoices into data system, organizing documents on desktop and attaching corresponding invoices in QuickBooks.
Scanner - Sequence Work
Snak King Corp
Freeport, IL
08.2011 - 06.2015
- Developed and implemented new warehouse scanning procedures to assist Snak King with their inventory programs.
- Inspected final products and scanned into plant warehousing system prior to shipping.
- Communicated company's objectives to hourly employees in production and warehouse, ensuring alignment with operational goals.
- Trained new hires on various positions within internal structure.
- Conducted month-end inventories, verifying accuracy of actual versus perpetual system-driven inventories.
Lifeguard and Customer Service
Coco Keys
Rockford, IL
05.2009 - 08.2011
- Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
- Identified and addressed customer issues to ensure satisfaction. or discrepancies concerning customers' complaints.
- Resolved customer complaints and discrepancies to enhance customer satisfaction.
- Obtained and processed information to facilitate service provision, including opening corporate and personalized memberships.
- Demonstrated products and services to customers, tailoring recommendations to their needs. products or services such as company promotions such as receptions, birthday parties, using computerized information about customers to tailor recommendations.
Education
Belvidere High School
1 SEMESTER ATTENDED -
Rock Valley College
Rockford, ILSkills
- Payment collection ProductiveDelinquent account handling
- Collections management, Experience in Quality Assurance Programs HACollections complianceAccount reconciliation
- Aged accounts analysis
- Debt management
- Negotiating repayments
- Structuring repayment plans
- Delinquent account oversight
- Account clearing
- Client engagement
- Dispute resolution
- Financial analysis
- Financial documentation
- Productivity under pressure
- Proficient In: Microsoft Word, Excel, PowerPoint, E-Mail, Internet
- Experience in Quality Assurance Programs
- HACCP training
- Communication skills
- Detail orientation
- Problem resolution
- Conflict management
- Active listening
- Empathy and tactfulness
- Issue analysis
- Decision-making
- Customer outreach
- Performance tracking
- Balance verification
- Networking
- Customer service principles
- Balance verification
QUALIFICATIONS:
- Mathematics -- Knowledge of arithmetic, algebra, geometry, and their applications.
- Employee Relations -- Visionary Leader, Culture Change Facilitator, Proactive Spark Plug to Identify Improved Means of Operation, and Trainer of new employees Supervisory/Non-Supervisory Personnel.
- Customer and Personal Service -- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Timeline
Collections Agent
Grainger
07.2025 - Current
Customer Service Representative/ Chat Agent
Grainger
02.2018 - Current
Guest Services Representative- customer service
The Hampton Inn
11.2016 - 01.2018
Guest Services Representative- customer service
The Hilton Garden Inn Austin North
06.2016 - 08.2016
Accounting Clerk- Clerical
CMK Investments
08.2015 - 04.2016
Scanner - Sequence Work
Snak King Corp
08.2011 - 06.2015
Lifeguard and Customer Service
Coco Keys
05.2009 - 08.2011
Belvidere High School
1 SEMESTER ATTENDED -
Rock Valley College