JASMINE ANDRUS-LYNN
McKinney
Summary
Detail-oriented professional with significant experience in call center operations, specializing in collections and customer service. Recognized as Subject Matter Expert in Customer Service, effectively training peers and enhancing processes. Core competencies include Customer Service, Loan Originations, Auto Repossessions, and Collections.
Overview
17
17
years of professional experience
Work History
Senior Coordinator-Vehicle Resolutions
CAPITAL ONE
12.2022 - Current
- Conduct comprehensive skip tracing using advanced investigative techniques and tools to locate individuals.
- Analyze financial records and public databases to uncover leads for debt recovery efforts.
- Collaborate with cross-functional teams to optimize skip tracing processes and enhance efficiency.
- Develop strategic plans for high-priority cases, improving overall case resolution timeframes.
- Conduct deep-dive background checks on subjects, uncovering hidden connections that facilitated successful investigations.
- Increase company revenue by successfully locating individuals and assets through diligent investigation efforts.
COAF Ops Senior Coordinator
CAPITAL ONE
Plano, TX
11.2021 - 12.2022
- Initiated and completed 15 - 20 outbound calls daily on bankruptcy accounts to facilitate timely resolutions.
- Recognized as top third performer on team within first two months in role; maintained superior quality assurance results.
- Exhibit effective skip-tracing techniques to locate owners and vehicles for repossession.
- Serviced accounts by investigating issues and identifying resolutions, enhancing overall customer satisfaction.
- Conducted in-depth research on accounts to assess status and recommend appropriate legal actions.
COAF Senior Collections Coordinator
CAPITAL ONE
Plano, TX
10.2020 - 11.2021
- Interfaced with clients via inbound and outbound calls to address delinquent accounts and facilitate resolutions.
- Negotiated payment arrangements to identify optimal solutions for bringing accounts current.
- Reviewed accounts by skip-tracing for additional phone numbers and other best customer contact information.
- Reviewed accounts through skip-tracing to gather additional phone numbers and enhance customer contact information.
- Followed all guidelines when speaking with customers to ensure quality assurance/risk alerts.
- Properly documented accounts per conversation with customers.
COAF Customer Service Coordinator
CAPITAL ONE
Plano, TX
08.2019 - 10.2020
- Answered inbound calls regarding questions about financing and processes of Auto Navigator.
- Processed applications accurately based on information provided during submission to ensure timely approval.
- Processed applications based on solid information provided at the time of submission.
- Made outbound calls to verify accurate information provided on applications.
- Assisted customers in searching for vehicles on website and calculated financing options to facilitate informed dealership visits.
- Verified customers' identity using sites/apps provided.
- Reviewed credit reports to guide customers on pre-qualification steps and explain reasons for application declines.
Personal Training/EFT Processing Specialist
GOLD’S GYM
Irving, TX
01.2015 - 01.2019
- Reviewed membership upgrade and downgrade documents for accuracy; processed personal training agreements to ensure compliance.
- Reviewed documents received for upgrades and downgrades submitted on membership for accuracy; processed personal training agreements.
- Collaborated with Divisional Vice President to facilitate accurate processing of membership changes.
- Addressed internal and external audit requests, ensuring timely and thorough responses.
- Researched assigned region’s compliance issues.
Customer Care Representative II
GOLD’S GYM
Irving, TX
11.2013 - 01.2015
- Received inbound calls from members regarding various questions about accounts.
- Processed cancellation requests and researched billing inquiries to ensure accurate account management.
- Updated billing and submit payment information for processing.
- Maintained accurate billing records to ensure timely payment processing. and submitted payment information for processing.
- Received faxes and emails from members to resolve billing and cancellation disputes efficiently.
- Properly documented accounts per every conversation discussed with members.
- Documented account details for each member interaction to maintain comprehensive records.
Collections Representative II (Call Center)
CITI FINANCIAL
Las Colinas, TX
06.2009 - 10.2013
- Contacted borrowers with accounts 30-120 days past due to facilitate payment arrangements.
- Processed payments to bring account current.
- Offered different programs to borrowers during hardship.
- Utilized dialer system to efficiently manage high call volume and ensure timely outreach.
- Communicated with attorneys, power of attorneys, and third party agencies.
- Managed bankruptcy accounts with attention to legal requirements. including cease and desist.
- Communicated with management for daily updates on work production and identified trends in borrower accounts.
Education
Associate of Applied Science - Business Administration
Collin County College
McKinney, TX12-2027
Skills
- Software proficiency
- Software expertise
- Confidentiality
- Decision making
- Customer support
- Skip tracing techniques
- Multitasking
- Case analysis
- Customer service
- Data collection
- Proposal development
Timeline
Senior Coordinator-Vehicle Resolutions
CAPITAL ONE
12.2022 - Current
COAF Ops Senior Coordinator
CAPITAL ONE
11.2021 - 12.2022
COAF Senior Collections Coordinator
CAPITAL ONE
10.2020 - 11.2021
COAF Customer Service Coordinator
CAPITAL ONE
08.2019 - 10.2020
Personal Training/EFT Processing Specialist
GOLD’S GYM
01.2015 - 01.2019
Customer Care Representative II
GOLD’S GYM
11.2013 - 01.2015
Collections Representative II (Call Center)
CITI FINANCIAL
06.2009 - 10.2013
Associate of Applied Science - Business Administration
Collin County College