Jalisa Nash
Arlington,US
Summary
Successful in implementing recovery strategies and negotiating with account holders to reduce outstanding debts and accounts that are past due. Collections professional with 10+ years of experience in call center environments seeking a position as a Collections Specialist.
Experienced with managing delinquent accounts and negotiating settlements to recover funds. Utilizes effective communication and investigative skills to resolve account issues. Track record of maintaining compliance with regulations and fostering positive client interactions.
Overview
14
14
years of professional experience
Work History
Debt Collector
Credence Resource Management
Dallas, TX
06.2021 - Current
- Looked over collection reports to see how far collections had progressed and how much money was still owed.
- Contacted clients who were behind on payments to set up payment plans and discuss restructuring options.
- Handled a high volume of inbound/outbound calls related to delinquent account reconciliation.
- Kept track of accounts to see if they were sticking to their payment plans and flagged any that weren't.
Customer Care Representative
Charter Communnications
Irving, TX
11.2023 - 06.2025
- Assisted in troubleshooting technical issues, enhancing customer satisfaction and retention rates.
- Documented detailed case notes to maintain accurate records of customer interactions and resolutions.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
Lead Customer Service Advocate
Teleperformance
Shreveport, LA
06.2013 - 06.2021
- Kept track of requests, problems, and solutions by documenting conversations with customers.
- Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted senior leadership with executive decision-making and generated daily reports to suggest corrective actions and improvements.
- Managed on-site customer service representatives and developed, implemented, and monitored programs to maximize customer satisfaction.
Customer Service Advocate
Teleperformance
Shreveport, LA
10.2011 - 06.2013
- Worked with cross-functional teams and a diverse group of colleagues to achieve team goals and meet customer needs.
- Assisted customers by answering a wide range of questions about available merchandise, current prices, and upcoming company changes.
- Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Education
High School - undefined
Captain Shreve High School
Shreveport, LASkills
- Team Leadership
- Flexible team player
- Customer satisfaction
- Multitasking
- Communications
- Team management
- Debt recovery
- Collection reporting
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 12 staff members.
Timeline
Customer Care Representative
Charter Communnications
11.2023 - 06.2025
Debt Collector
Credence Resource Management
06.2021 - Current
Lead Customer Service Advocate
Teleperformance
06.2013 - 06.2021
Customer Service Advocate
Teleperformance
10.2011 - 06.2013
High School - undefined
Captain Shreve High School