Hayward Abney III

• Developed positive relationships with customers through friendly interactions.
• Provided exceptional customer service to ensure customer satisfaction.
• Resolved customer complaints promptly and efficiently.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Provided accurate information about products and services to customers.
• Developed strong relationships with customers by providing personalized assistance and support.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Mentored junior team members and managed employee relationships.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Collected deposits or payments and arranged for billing.

• Reached out to customer to pursue payments, remind of obligations and discuss default procedures.
• Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
• Followed fair debt practices and regulatory guidelines when managing collections process.
• Met demands of busy collections group by performing high volume of daily calls.
• Created repayment plans based on account holders' financial status and repayment abilities.
• Located debtors by utilizing skip tracking and other strategies.

• Researched books and supplemental materials to use in classroom in conjunction with lesson plans.
• Processed payments and returned receipts, check, and payment cards to customers.
• Documented performance information and compiled data into reports for dissemination to management.
• Collaborated with Management to help close deals and deliver goods during peak periods.
• Cross-trained on Management's responsibilities to handle additional duties during peak periods.
• Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions.
• Mentored and coached junior staff members by giving positive feedback and constructive criticism.
• Knowledgeable of PRA policies and procedures, ensuring compliance with FDCPA (Fair Debt Collection
  Practices Act)

• Passed daily transactions goal by 40% and end-of-month goals by 52%.
• Completed all timesheets, disciplinary forms and attendance documentation on time.
• Worked with representatives one-on-one to boost skills in weak areas and help grasp new concepts.
• Attended meetings and participated in assessments with departmental members.
• Cross-trained on Collection responsibilities to handle additional duties during peak periods.
• Trained representatives to perform and document quality account documentation.
• Collaborated with representatives to help close deals and deliver goods during peak buying periods.
• Inputted customer data into system, updating information regularly with changes to payment habits.
• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
• Identified appropriate solutions to minimize issues and quickly solve problems.

Port

• Increased company revenue through securing payments over the phone for collection accounts.
• Collected information, verified payments and figured out special client needs before securing new accounts.
• Created and optimized seasonal pitches to meet goals and boost revenue.
• Recommended new and innovative products and services to customers based on individual interests and needs.
  
• Identified and achieved standards and expectations consistently exceeding daily, monthly, and yearly goals.
• Contacted customers about account or information issues, alerting clients of changes for excellent customer service.
• Cultivated and developed customer relationships to enable sustained revenue growth.
• Updated account plans based on customer conditions.
• Collaborated with other key personnel to determine opportunities that would advance business objectives.
• Processed payments and returned receipts, check, and payment cards to customers.

• Knowledgeable of PRA policies and procedures, ensuring compliance with FDCPA (Fair Debt Collection
  Practices Act)
• Proficient understanding of FCRA (Fair Credit Reporting Act)
• Successfully maintain LTD rate greater than 100%
• Reviewed collection reports to determine the status of collections and the amounts of outstanding
  balances.
• Managed customer calls effectively and efficiently with tact and professionalism in a complex, fast-paced
  and challenging call center environment.
• Accurately documented, researched and resolved customer service issues.
• Defused volatile customer situations calmly and courteously.
• Met or exceeded service and quality standards every review period.
• Processed payments and returned receipts, check, and payment cards to customers.

• Responsible for learning and understanding compliance relative to FDCPA (Fair Debt Collection
  Practices Act) and FCRA (Fair Credit Reporting Act)
• Use tools provided to locate customer addresses and phone numbers.
• Establish rapport with customers to identify reasons for account delinquency and appropriate plan of
  actions to successfully resolve outstanding account balances.
• Scan customer emails and documents for account reference.
• Ability to establish payment schedules, grant deadline extension when necessary, calculate/determine
  potential interest on accounts, settle on accounts within approved limits, and confer with management as
  needed.
• Exceed monthly goals consistently.