Jessica Parsons
Sapulpa,OK
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
13
13
years of professional experience
Work History
Business Unit Manager
Genesis Financial Services Fund
Canton, Ohio
09.2019 - 10.2024
- Maintained relationships with customers through regular communication channels such as email or phone calls.
- Recruited and trained new employees to meet job requirements.
- Analyzed customer surveys in order to identify trends in customer satisfaction levels across different regions and markets served by the business unit.
- Reviewed delinquent accounts and strategized to bring accounts current.
- Skip tracing
- Payment processing
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed the budgeting process for the business unit, including forecasting and resource allocation.
- Conducted regular team meetings to ensure objectives were met on time.
- Monitored customer feedback to improve product quality and services offered.
- Analyzed business performance data and forecasted business results for upper management.
Collections Manager
Debt Recovery Solutions of Ohio
Mansfield, Ohio
04.2016 - 07.2019
- Attended training on credit management and civil court practices to maintain up-to-date knowledge.
- Created and distributed updated customer statements.
- Updated accounts with documentation of interactions and current information.
- Contacted customers in person at personal and business locations to collect payments directly.
- OPY Monitored payments due from clients and promptly contacted clients with past-due payments.
- Created reports for management on past due accounts and delinquency rates.
- Analyzed customer payment trends and developed strategies to reduce overdue accounts.
- Reduced losses by restructuring loan payment plans.
- Created financial management mechanisms to minimize financial risk to business.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Implemented automated systems for tracking customer payments and sending reminders when needed.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Resolved escalated disputes between customers and the company concerning collections matters.
Recovery Associate
Recovery Unlimited
Mansfield, Ohio
05.2011 - 02.2016
- Implemented visual merchandising guidelines to enhance product visibility and attractiveness.
- Provided referrals to outside agencies or organizations when appropriate.
- Engaged in ongoing product training to stay updated on new items and features.
- Assisted other teammates with additional duties.
Education
High School Diploma -
Ashland Sr High
Ashland, OH06-2006
Skills
- Cross-functional team coordination
- Business analysis
- Operations management
- Key performance indicators
- Staff training and development
- Multitasking Abilities
- Adaptability and flexibility
- Complex Problem-solving
- Time management
- Profit and loss management
- Customer relationship management
- Teamwork and collaboration
- Analytical skills
- Professional and courteous
- Excellent communication
- Negotiation
- Professionalism
- Decision-making
- Risk management
- Customer service
- Multitasking
- Self motivation
- Positive attitude
- Attention to detail
Timeline
Business Unit Manager
Genesis Financial Services Fund
09.2019 - 10.2024
Collections Manager
Debt Recovery Solutions of Ohio
04.2016 - 07.2019
Recovery Associate
Recovery Unlimited
05.2011 - 02.2016
High School Diploma -
Ashland Sr High