Erika Marshall
Houston
Summary
Accomplished customer service professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.
Overview
9
9
years of professional experience
Work History
Debt Collection Specialist
FMA al
Houston
07.2022 - 03.2025
- Reviewed contracts, loan documents, and other legal paperwork for accuracy prior to filing court cases against delinquent debtors.
- Researched payment histories and account statuses in order to verify discrepancies between what was owed versus what was collected.
- Assisted clients with questions or concerns about their accounts in a professional manner.
- Managed high-volume call lists to contact debtors and secure payments.
- Achieved monthly collection targets through effective negotiation techniques.
Customer Service Representative Team Lead
Alorica
Houston
01.2020 - 02.2022
- Remote position
- Identified opportunities for process improvements within the department.
- Maintained up-to-date knowledge about products and services offered by the company.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Performed quality assurance audits of calls handled by representatives.
- Resolved escalated customer complaints in a timely manner.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Analyzed customer feedback data to identify trends and develop strategies for improvement.
Messenger
Brinks Armored
Chicago
03.2016 - 11.2019
- Greeted customers and answered inquiries regarding messages.
- Adhered to all applicable traffic laws while making deliveries.
- Communicated effectively with customers regarding delivery schedules and arrival times.
- Assisted with the preparation and packing of outgoing parcels, letters, and packages.
- Provided assistance in loading and unloading cargo from vehicles as needed.
- Handled confidential documents in a responsible manner.
- Provided customer service to clients, including delivery of mail, packages, and documents.
Education
Associate of Science -
Moraine Valley Community College
Palos Hills, IL05-2016
High School Diploma -
Evergreen Park Community High School
Evergreen Park, IL05-2013
Skills
- Debt recovery
- Contract review
- Payment processing
- Negotiation techniques
- Data analysis
- Customer service
- Conflict resolution
- Communication skills
- Team leadership
- Call center experience
- Training and teaching
- Telephone etiquette
Timeline
Debt Collection Specialist
FMA al
07.2022 - 03.2025
Customer Service Representative Team Lead
Alorica
01.2020 - 02.2022
Messenger
Brinks Armored
03.2016 - 11.2019
Associate of Science -
Moraine Valley Community College
High School Diploma -
Evergreen Park Community High School