Summary
Overview
Work History
Education
Skills
Timeline
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Heather Lawson

Wickliffe,OH

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience

Work History

Consumer Support Specialist

PNC Bank
09.2014 - 12.2023
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Increased recovery rates with consistent follow-up on overdue accounts.
  • Identified potential high-risk accounts through thorough analysis, minimizing company losses.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Improved first-contact resolution rates by effectively utilizing available resources during support interactions.
  • Conducted outbound follow-up calls to ensure that customers were satisfied with their service experience.
  • Collaborated with cross-functional teams to ensure timely resolution of consumer issues, improving overall service quality.
  • Participated in ongoing training opportunities to stay current on industry trends and best practices for consumer support.

Re-default Specialist

PNC Bank
11.2010 - 09.2014
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
  • Enhanced company reputation by professionally handling sensitive financial matters.
  • Increased recovery rates with consistent follow-up on overdue accounts.
  • Took payments in a timely and efficient manner.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall team moral.
  • Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.

Customer Advocate

PNC Bank
10.2009 - 10.2010
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Collaborated with team members to ensure consistent high-quality service delivery across the organization.
  • Provided exceptional customer service by empathizing with clients financial situations while working towards mutually beneficial solutions.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Took payments in a timely and efficient manner
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Assisting customers to modify their contractactual payment agreement
  • Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.

Manual Collector Stage 1

National City Bank
07.2009 - 09.2009
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Took payments for customers in a timely and efficient manner
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Enhanced company reputation by professionally handling sensitive financial matters.
  • Increased recovery rates with consistent follow-up on overdue accounts.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.

Dialer Representative

National City Bank
04.2009 - 07.2009
  • Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
  • Took and processed customer payments in a timely and efficient manner.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Maintained accurate records of calls placed and received.
  • Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.



Education

Associate of Applied Science - Human Resources Management

Lakeland Community College
Willoughby, OH
2005

Skills

  • Work Prioritization
  • Call Documentation
  • Issue and Complaint Resolution
  • Call center experience
  • Customer Account Management
  • Consumer education
  • Call Metrics
  • Teamwork and Collaboration

Timeline

Consumer Support Specialist

PNC Bank
09.2014 - 12.2023

Re-default Specialist

PNC Bank
11.2010 - 09.2014

Customer Advocate

PNC Bank
10.2009 - 10.2010

Manual Collector Stage 1

National City Bank
07.2009 - 09.2009

Dialer Representative

National City Bank
04.2009 - 07.2009

Associate of Applied Science - Human Resources Management

Lakeland Community College

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Heather Lawson