Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jessica Genery

Newark,DE

Summary

Detail-oriented Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service. I'll be bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Collections Manager

Pabian Properties
04.2015 - Current
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Conducted investigations of customer accounts and payment histories.
  • Worked with legal resources and recovery teams to manage default issues.
  • Oversaw daily posting of payments to customer accounts.
  • Established procedures for collection of past due amounts.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Collected on delinquent accounts to reduce overdue balances.
  • Processed cash, credit and touchless transactions to fulfill customer orders.

Customer Service Associate

JCPenney
11.2011 - 05.2015
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
    • Answered customer telephone calls promptly to avoid on-hold wait times.
    • Offered advice and assistance to customers, paying attention to special needs or wants.
    • Assembled completed orders and processed accurate payments to minimize accounting errors.
    • Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
    • Fulfilled customers' special requests for merchandise and delivery times.
    • Completed and processed paperwork for new and existing customers needing specialized assistance.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Maintained up-to-date knowledge of product and service changes.
    • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
    • Delivered prompt service to prioritize customer needs.
    • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
    • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
    • Cross-trained and provided backup support for organizational leadership.

Education

No Degree - Book Keeping Certificate

Delaware Technical And Community College
Newark, DE
01.2023

High School Diploma -

Howard High School
Wilmington, DE
05.2007

Skills

  • Payment Acceptance
  • Analytical Reasoning
  • Past Due Balance Management
  • Telephone Etiquette
  • Data Management
  • Customer Needs Assessment
  • Issue Resolution
  • Research
  • Data Entry
  • Skilled in Microsoft Office
  • Account Management
  • Cash Handling
  • Office Management
  • Staff Management

Certification

Book Keeping

Form 50 Representative

Timeline

Collections Manager

Pabian Properties
04.2015 - Current

Customer Service Associate

JCPenney
11.2011 - 05.2015

No Degree - Book Keeping Certificate

Delaware Technical And Community College

High School Diploma -

Howard High School

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Jessica Genery