Diana Anwer
Dublin,Ohio
Summary
Experienced Collections Specialist bringing 4-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
7
7
years of professional experience
Work History
Midrange Collections Specialist
BMW Financial Services
12.2021 - Current
- Processed payments and applied to customer balances.
- Reviewing and analyzing delinquent accounts within the assigned range.
- Contacting customers via phone, email, or mail to discuss outstanding balances and payment options.
- Negotiating and setting up payment plans or arrangements to help customers resolve their debts.
- Maintaining accurate records of all communications and collections efforts.
- Resolving any billing discrepancies or disputes in collaboration with relevant departments.
- Complying with all applicable laws and regulations regarding collections practices.
- Providing exceptional customer service and maintaining a professional demeanor at all times.
- Updating management and relevant stakeholders on the status of collections efforts and any potential issues.
- Trained new team members on scripts, company services, and collection strategies.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Recovery End of Term Specialis
BMW Financial Services
12.2020 - 12.2021
- Contacting customers whose leases or contracts are nearing their end to remind them of their obligations and options.
- Facilitating the return or retrieval of leased assets, ensuring they are in good condition and ready for the next lease or sale.
- Resolving any disputes or issues that may arise during the end-of-term process.
- Collaborating with the finance and legal departments to ensure compliance with all relevant regulations and agreements.
- Maintaining accurate records and documentation of all transactions and interactions with customers.
- Providing excellent customer service and support throughout the entire process.
Inbound Collections Specialist
BMW Financial Services
06.2019 - 12.2020
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Achieved performance goals on consistent basis.
- Maintained accurate records of customer accounts, payments and payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Team Members
Chick-fil-A
10.2016 - 06.2019
- Provide exceptional customer service to ensure a positive dining experience for each guest.
- Take orders, prepare food, and serve with a friendly attitude and a smile.
- Maintain a clean and organized work area, following food safety standards.
- Make every guest feel welcome and appreciated, addressing questions and concerns promptly.
- Collaborate with fellow team members to ensure efficient operations and a positive team atmosphere.
- Dedicate to making a positive impact on customers, team, and the community.
- Operated register to process payments and collect cash payment for order totals.
- Trained new team members by relaying information on company procedures and safety requirements.
Education
Associate of Arts - Business
Columbus State Community College
Columbus, OH08.2023
High School Diploma -
Dublin Coffman High School
Dublin, OH05.2019
Skills
- Marketing and sales
- Customer services
- Excellent communication skills and ability to work in groups
- Languages - English and Arabic (translation, written, verbal)
- Judgment and Decision-Making
- Debt Account Management and Collection Software
- Analytical and Critical Thinking
Languages
Arabic
Native or Bilingual
Turkish
Limited Working
Timeline
Midrange Collections Specialist
BMW Financial Services
12.2021 - Current
Recovery End of Term Specialis
BMW Financial Services
12.2020 - 12.2021
Inbound Collections Specialist
BMW Financial Services
06.2019 - 12.2020
Team Members
Chick-fil-A
10.2016 - 06.2019
Associate of Arts - Business
Columbus State Community College
High School Diploma -
Dublin Coffman High School