Donna Tyler
Marietta,GA
Summary
Reliable business professional with experience in project management, customer service and financial analysis. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple accounts and a top-notch communicator with excellent time management, administrative and willingness to take on added responsibilities to meet team goals.
Overview
37
37
years of professional experience
Work History
Collections Advisor
Delta Community Credit Union
02.2018 - Current
- Collect on multiple products simultaneously at any stage of delinquency
- Approve compromise settlements, partial payments, time extension, and write-offs within set limits
- Take member calls and handle situations escalated from branch staff and member care center
- Make outbound and take inbound calls based on department needs
- Train and mentor new collection agents
- Responsible for controlling delinquency and loan loss on assigned portfolio
- Perform advanced skip trace techniques
- Suspension of all services if loan loss is deemed & disclosure of appropriate letters
- Experience in evaluating credit reports
- Maintain effective communication with all Credit Union employees (internal customers) to ensure coordination and exchange of information for accomplishing Credit Union goals.
- Manage, prioritize and resolve Freshdesk tickets
Resident Manager
Housing Resource Center
07.2013 - 03.2018
- Managed 55 unit senior high rise
- Mediate conflicts and disputes
- Report emergencies to proper authorities and management
- Inspect and report apartment damages and collected keys when seniors vacate premises
- Provide general supervision of onsite security staff
- Coordinate and maintain calendar of events and users for multi-purpose room and computer room use.
- Enforce facility rules of conduct effectively through effective methods of resident interaction
Member Care Agent
Delta Community Credit Union
04.2017 - 02.2018
- Assist high volume of members per day via incoming delivery channels
- Listen to assess member needs
- Resolved member’s issues effectively
- Responded to inquiries on member accounts which may include balance inquiries, transfers, open additional accounts for existing memberships, referrals and cross sell products
- Provided consistent, courteous, and positive member service experience
- Increased production and quality expectations to include average talk time, hold time, after call work, quality assurance and schedule adherence
- Promoted Delta Community Credit Union products and services and make referrals where necessary
- Proficient in deposits, loan, and other ancillary products.
Program Manager/Client Program Coordinator
Meals on Wheels Atlanta
07.2008 - 09.2011
- Managed day to day operations of $1,000,000 home repair grant program
- Interviewed new clients through phone screenings, face to face office visits
- Created work orders and supervised contractors and technicians
- Made site visits and assess risks to develop an action plan
- Worked closely with contractors and home inspectors to ensure accuracy of repairs were completed.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints
- Developed and maintained logistics workflows, procedures and reports
- Assisted in organizing and overseeing assignments to drive operational excellence
Quality Control Auditor/Collector
Financial Asset Management Systems Inc.
01.2004 - 10.2007
- Provided daily, weekly and monthly audits for quality assurance
- Recorded inspected data for Quality Control process protocols
- Inspected, communicated issues and audit findings on customer returns
- Coordinated with Management, QC Manager and Director to resolve escalated problems
- Provided resolutions for clients' escalated accounts; and negotiated account resolutions with borrowers within an fast-paced call center environment.
Investigator of Default Management / Student Loans
New Jersey Higher Education Student Assistance Authority
06.1987 - 08.2002
- Analyzed financial statements, offer financial counseling and negotiate repayment schedules
- Collected on multiple products simultaneously at any stage of delinquency
- Managed high volume inbound and outbound calls
- Evaluated credit reports for skip tracing purposes
- Resolved delinquent accounts including the initiation of wage garnishments
- Approved compromise settlements, partial payments, time extension, rehabilitation programs and write-offs within set limits.
Education
Some College (No Degree) - Business Administration Certificate
Liberty University
Lynchburg, VA09.2017
Associates - Business
Mercer County Community College
West Windsor, NJ05.1999
Skills
- Excellent Customer Service Skills
- Teamwork and Collaboration
- Leadership Skills
- Excellent organizational skills
- Experienced in training, scheduling, supervising
- Filing, Data Entry
- Multitasking Abilities
- Decision-Making
- Analytical skills
- Adaptability and Flexibility
- Written Communication
Timeline
Collections Advisor
Delta Community Credit Union
02.2018 - Current
Member Care Agent
Delta Community Credit Union
04.2017 - 02.2018
Resident Manager
Housing Resource Center
07.2013 - 03.2018
Program Manager/Client Program Coordinator
Meals on Wheels Atlanta
07.2008 - 09.2011
Quality Control Auditor/Collector
Financial Asset Management Systems Inc.
01.2004 - 10.2007
Investigator of Default Management / Student Loans
New Jersey Higher Education Student Assistance Authority
06.1987 - 08.2002
Some College (No Degree) - Business Administration Certificate
Liberty University
Associates - Business
Mercer County Community College