Summary
Overview
Work History
Education
Skills
Timeline
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Emma Coleman

Jacksonville,FL

Summary

Experienced Collections Specialist bringing in years of success in sales and service positions. Eager to take on a new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Successful at meeting high productivity, quality and performance standards. Efficient and competent professional.

Overview

3
3
years of professional experience

Work History

Collections Specialist 5

Citibank
02.2023 - Current
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
  • Enhanced department productivity with ongoing training and development programs for collections staff members.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
  • Worked in call center environment handling manual and automatically dialed outbound and inbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Analyzed historical data trends to identify areas of improvement in future collection tactics, informing strategic decision-making processes.

Head Hostess

Red Robin
03.2022 - 09.2022
  • Enhanced customer satisfaction by efficiently managing reservations and accommodating special requests.
  • Streamlined the seating process for increased efficiency and reduced wait times for guests.
  • Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
  • Collaborated with management to develop strategies for improving overall guest experience and increasing repeat business.
  • Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
  • Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
  • Monitored dining room operations, identifying areas of improvement in service flow and staff performance.

Lead Service Advisor

Carspa Mobile Auto Detailer
11.2020 - 02.2022
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Developed strong relationships with clients, fostering trust and loyalty to the business.
  • Managed scheduling of appointments, ensuring optimal utilization of resources and timely services.
  • Monitored service quality, implementing improvements based on client feedback and industry best practices.
  • Mentored junior service advisors, enhancing their skills and knowledge for career growth.
  • Resolved complex customer complaints, restoring client confidence in the company''s ability to provide exceptional service.
  • Implemented regular training sessions for staff members on new products and services, promoting continuous learning within the team.
  • Maintained a high level of product knowledge, enabling informed recommendations to customers on maintenance requirements.
  • Evaluated employee performance regularly, offering constructive feedback and guidance for improvement where necessary.

Education

Associate of Arts -

Florida State College At Jacksonville
Jacksonville, FL
07.2024

High School Diploma -

Sandalwood High School
Jacksonville, FL
05.2022

Skills

  • Account Review
  • Account Reconciliation
  • Payment posting
  • Records Maintenance
  • Relationship Building
  • Conflict resolution techniques
  • Compliance Management
  • Service Scheduling
  • Employee Training
  • Client satisfaction

Timeline

Collections Specialist 5

Citibank
02.2023 - Current

Head Hostess

Red Robin
03.2022 - 09.2022

Lead Service Advisor

Carspa Mobile Auto Detailer
11.2020 - 02.2022

Associate of Arts -

Florida State College At Jacksonville

High School Diploma -

Sandalwood High School

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Emma Coleman