Iemaima Auala
Petersburg,VA
Summary
Authorized to work in the US for any employer. Outgoing Collections representative with 13 years of experience in retention customer service. Skilled at closing sales, answering questions quickly and handling difficult issues professionally. Trained in microsoft office use with extensive knowledge of accounting and credit analyst.
Overview
20
20
years of professional experience
Work History
Customer Service/Collections Agent
Navient
08.2020 - 03.2022
- Verifying and evaluating information pertaining to fines and fees owed to the court
- Answering calls from debtors to secure and assist with payments of delinquent fines and determining a debtors ability to make monthly payments
- Sending clearance letters to release drivers license and registration stoppers
- Curing delinquency
Credit Analyst
Star Advertiser
05.2019 - 03.2020
- Reviewing credit applications from different clients requesting to advertise for the local newspaper
- Sending invoices and past due billing to appropriate AP for payments
- Reviewing the ds before it gets approved for space deadline
- Accepting payments from the public for private advertising
- Answering phones, emails and also in person from the clients and public requesting information in regards to advertising.
Customer Service Associate/Call Center
Alliance Data
08.2015 - 01.2019
- Verifying and reviewing account information for customers who are part due and or delinquent
- Calling home and work phone numbers to get in contact with customers to work out a payment plan to secure the account
- Making and building relationships with customers to keep the accounts current.
Debt Collector
Service Credit Corp
02.2013 - 06.2015
- Making outbound calls to customers who were past due on their accounts
- Setting up payment arrangements and utilizing different payment options, to work out a payment plan that will bring the account to good standing and current
- Set up team meetings, and answering any questions that my team may have concerning new policies and rules
Retention/Collections Specialist
Comcast Cable
07.2011 - 01.2013
- Interacts with customers via telephone, e-mail,-face to assist with a variety of customer inquiries and issues
- Elicits and records customer information and inquiries using a computerized system
- Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience.
Customer Service/Collector
Wells Fargo Auto Finance
04.2006 - 06.2011
- Working together in a team to try and achieve a monthly team goal
- Working 300-500 accounts, by searching for good contact numbers
- Making sure the vehicle is located where they live and also its updated in our system
- Contacting different references on initial applications, if we do not have updated contacts, to get a hold of the customer
- Updating employers and addresses if it's changed since they first applied for the loan
- Working out different payment options if the customer cannot pay the past due amount, to prevent repossession.
Skip Tracer/Collector
Compucredit
11.2003 - 04.2006
- Skip tracing
- Locating good contact phone numbers for employer and home
- Uploading the phone numbers to the automatic dialers
- Making sure the contact numbers are current
- Trace skips debtors who change residence without notifying us to evade payment of bills for concerned party
- Search city telephone directories and street listings and inquires at post office
- Interview, telephones, or writes former neighbors, stores, friends, to reach out to the consumer.
Collections Representative
Providian
12.2001 - 10.2003
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Education
Samoana High School
Associates - Business Management in Business Management
University of Utah
Salt Lake City, UT06.1996
Skills
- Collections (7 years)
- Billing (7 years)
- Microsoft Word (6 years)
- Financial Report Writing
- Communication skills
- Budgeting
- Customer service and assistance
- Complaint Resolution
- Credit and Debit Refunding
- Account Management
- Inbound Customer Service
- Customer Data Confidentiality
- Billing Adjustments and Refunds
- Refunds and Returns Management
Timeline
Customer Service/Collections Agent
Navient
08.2020 - 03.2022
Credit Analyst
Star Advertiser
05.2019 - 03.2020
Customer Service Associate/Call Center
Alliance Data
08.2015 - 01.2019
Debt Collector
Service Credit Corp
02.2013 - 06.2015
Retention/Collections Specialist
Comcast Cable
07.2011 - 01.2013
Customer Service/Collector
Wells Fargo Auto Finance
04.2006 - 06.2011
Skip Tracer/Collector
Compucredit
11.2003 - 04.2006
Collections Representative
Providian
12.2001 - 10.2003
Samoana High School
Associates - Business Management in Business Management
University of Utah
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