Gertrude Bagsby
Hagerstown,MD
Summary
Experienced with recovering outstanding balances by employing effective negotiation strategies. Utilizes strong communication skills to resolve conflicts and ensure compliance with regulations. Track record of maintaining organized records and delivering top-notch customer service.
Overview
22
22
years of professional experience
Work History
Debt Collection Specialist
Transworld Systems Inc.
Tx
10.2025 - Current
- Managed customer accounts to facilitate timely debt recovery.
- Communicated effectively with clients regarding payment arrangements.
- Utilized collection software to track account statuses and actions.
- Resolved disputes by negotiating payment plans with clients.
- Documented interactions and updates in the company database accurately.
- Conducted follow-up calls to ensure compliance with payment agreements.
- Adhered to company policies and legal regulations in collections activities.
- Maintained accurate records of all collections activities and progress.
- Attended continuing education courses related to debt collection laws, regulations, and practices.
- Ensured compliance with all applicable federal and state laws governing the collection process.
- Evaluated financial situations of debtors to determine the best resolution for both parties.
- Contacted delinquent customers via telephone and mail to negotiate payment arrangements.
- Ensured compliance with state and federal laws governing debt collection practices.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Negotiated credit extensions and waivers when necessary.
Banker/Customer Service
M&T Bank
01.2023 - 07.2024
- Provided expert knowledge relating to products and services for new and existing clients.
- Assisted the retail team in adhering to branch activities and processes aimed at retaining and growing the existing client base, as well as attracting new clients to meet their banking and financial needs and achieve branch targets and goals.
- Handled customer service for different banking inquiries.
Subrogation and Collection Specialist
Wilber Group
07.2020 - 02.2022
- Identified legal liability and pursued, negotiated, and settled subrogation collection accounts.
- Skip traced and researched claims, Located and monitored overdue accounts by using automated systems.
- Abided by rules of the Fair Debt Collection Practice Act for fully compliant activities responded to inquiries, and collaborated with the claims team to assist policyholders, agents, legal counsel, and third parties.
- Participated in and resolved account disputes.
- Utilized collection software and databases and highly proficient in handling 100 to 125 calls a day from the auto dialer.
Collection Specialist
Aliant/Mann Bracken
Rockville, MD
09.2008 - 12.2020
- Maintained a large portfolio, managed high volume in and outbound calls skip traced to obtain location and asset information utilized the FDCPA policies and state laws.
- Prepared and verified account information for litigation and oversaw disputes, bankruptcies, and fraud accounts.
- Negotiation for payment in full settlement or payment plan.
Revenue Examiner and Tax Collector
Maryland Government
Hagerstown, M
01.2018 - 07.2020
- Talked to taxpayers about available finances to set payment plans and settlements based on taxpayers’ financials ability to pay on account.
- Contacts taxpayers by mail, telephone, or on-site to address discrepancies and to request supporting documentation; Verify documents to ensure computations are accurate, and amounts correspond to those on supporting documentation.
- Maintain records for each case, including contacts, telephone numbers, and actions taken.
- Keep up-to-date knowledge of tax code to evaluate financial information accurately.
- Answers questions from taxpayers and assist them in completing tax forms.
Home Customer Service Agent
West at Home
06.2013 - 07.2017
- Alorica, at home for HSN, Retail experience dealing with customers’ accounts and working varies shifts.
- Respond to customer inquiries, process their orders, and engage potential customers by providing information about products and services, as well as suggesting additional offerings.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Medical Collector
Everest Receivable and Service Group
Cheektowaga, NY
06.2012 - 05.2013
- Responsible for making 125 outbound calls a day and sending letters to patients and third-party companies to collect on overdue medical accounts.
- Reviewed patient details to identify unpaid claims, researched denied claims, and recorded all actions and calls.
- Set up payment arrangements with the payer, receive, open, and make contact calls on correspondence received through mail.
- Updated accounts upon receiving customer payments.
- Had training in HIPPA and FDCPA to stay in compliance with company policies.
Collector
Creditors Interchange
Cheektowaga, Ny
05.2011 - 06.2012
- Used the auto dialer to make at least 150 calls per day to contact debtors and to determine reasons for payments being overdue and determine appropriate actions to be taken.
- Located and notified debtors of delinquent accounts by telephone and negotiated payments in the form of balance in full, settlement or a payment arrangement.
Collections Specialist
Fair Collections & Outsourcing
Bethesda, MD
11.2006 - 03.2007
- Received collection calls via auto dialer and manual dial, fielded incoming calls, and negotiated payment arrangements.
- Performed skip tracing to locate customers and collaterally, on unpaid account.
- Prepared and verified account information for litigation and served delinquent accounts in writing to ensure correctness of billings and other communications.
Account Representative
Arrows Financial Services
Gaithersburg, MD
12.2003 - 09.2006
- Resolved customer inquiries and issues regarding their delinquent account.
- Delivered superior customer communication through problem resolution and negotiation techniques.
- Managed and responded to customer questions and requests regarding account balances, billings & payments, or other account services.
- Investigated claims, answered questions, and collaborated with attorneys to consider legal action.
Education
GED -
Associate Degree - Business Administration
America Inter Continental University
Hoffman Estates, ILSkills
- Goal oriented
- Debt settlement
- Debt recovery
- Persistence
Timeline
Debt Collection Specialist
Transworld Systems Inc.
10.2025 - Current
Banker/Customer Service
M&T Bank
01.2023 - 07.2024
Subrogation and Collection Specialist
Wilber Group
07.2020 - 02.2022
Revenue Examiner and Tax Collector
Maryland Government
01.2018 - 07.2020
Home Customer Service Agent
West at Home
06.2013 - 07.2017
Medical Collector
Everest Receivable and Service Group
06.2012 - 05.2013
Collector
Creditors Interchange
05.2011 - 06.2012
Collection Specialist
Aliant/Mann Bracken
09.2008 - 12.2020
Collections Specialist
Fair Collections & Outsourcing
11.2006 - 03.2007
Account Representative
Arrows Financial Services
12.2003 - 09.2006
Associate Degree - Business Administration
America Inter Continental University