DYNASTY FRANKLIN
Jacksonville,Florida
Summary
An innovative professional who will continue to develop and excel in leadership and knowledge. Seeking a position within your company that will enhance my strong customer service and administrative skills.
Overview
6
6
years of professional experience
Work History
Customer Success Agent
Freedom Mortgage
08.2024 - 09.2025
- Responds to customer requests and inquiries promptly.
- Pulls up loan information and delivers knowledgeable assistance to customers.
- Ensures high-quality service to every customer.
- Addresses key support issues throughout the life of each mortgage loan, such as collections, loss mitigation, and escrow processes.
- Manages and maintains customer accounts effectively.
Collections Agent
Radius Global Solutions
06.2021 - 07.2024
- Receives and engages in both inbound and outbound telephone calls with consumers regarding their overdue accounts.
- Handles all accounts according to company and client work standards, including setting up new collection accounts, as assigned.
- Recovers outstanding debts from customers while following ethical practices and focusing on results, ensuring a positive customer service experience, and compliance with regulations.
- Negotiates debts with consumers and sets up payment arrangements for account pay offs.
- Removes all settled debts and deceased individuals from records.
- Logs every contact attempt and outcome of every contact.
- Updates credit files when debts are settled.
- Begins the process of legal proceedings, such as foreclosure and repossession, when debts cannot be satisfied.
Customer Service Advocate
GC Services
08.2019 - 05.2021
- Performed audits on existing procedures to identify areas for improvement, including reviewing manuals, training documents, and company-wide policies related to refunds or free services in order to design and implement new policies to enhance customer service.
- Performed research by sending out email surveys, conducting phone interviews with current or past customers, and commissioned case studies.
- Represented the customer in meetings with leadership groups by proposing policy improvements, addressing concerns, and advocating for better practices.
- Assisted clients with navigating legal matters such as filing lawsuits and ensuring that companies adhere to federal and state business regulations.
- Acts as the intermediary between the customer and the organization, by providing information, guidance and support, and addressing customer concerns promptly.
Education
High School Diploma - undefined
Andrew Jackson Senior High School
Jacksonville, Florida05.2019
Skills
- Multidisciplinary Team Collaboration
- Data Entry
- Proficient in Microsoft Office Applications
- Telephone Etiquette
- Time Management
- Complaint Resolution
- CRM
- Product Knowledge
- Loss Mitigation
- Critical Thinking Skills
- Detail Oriented
- WPM-50
- Data Analysis
- Problem Solving
- Database Management
- Debt Collection
- Point Of Sale (POS) Systems
- Collections
Timeline
Customer Success Agent
Freedom Mortgage
08.2024 - 09.2025
Collections Agent
Radius Global Solutions
06.2021 - 07.2024
Customer Service Advocate
GC Services
08.2019 - 05.2021
High School Diploma - undefined
Andrew Jackson Senior High School