Joanna Brooks

As the Collection Specialist I was the first point of contact, I greeted, authenticated, and validated each caller. I assist Account holders

with their Auto Loan by using negotiating settlement skills. Setting up, Payments, processing payments, documenting accounts. Being able to answer any questions. Going over their contact information. Managing over 30 inbound calls, emails per day form Clients.

• Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
• Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
• Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
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• Claims Adjuster, Are first point of contact with members. Documenting accidents showing compassion when needed, due accidents can be nerve racking and terrible. Document when, where, how were there witnesses, Requesting Police reports, going over police reports. Working with repair shops, Tow yards and their driver, assigning repair shops to members going over their coverage. Interview all Parties involved, inspect through Pictures, to additional research that might be needed, to determine the fairest settlement price.
• Examined claims forms and other records to determine insurance coverage.
• Documented all investigation activity and presented reports to management.
• Verified insurance claims and determined fair amount for settlement.

As an authorizing Agent, I worked with both the homeowners, contractors and without Consumer Relations Managers. I am responsible for Authorizing

repair work to be done on their Home, I receive information form contractors and homeowners on repair work that need to be done to see if it is covered under their Personal Contract, I also communicate claim information to homeowners I understand Home Warranty policies and some technical expertise with HVAC Plumbing, Appliances Electrical. I have a way with homeowners to where I can Reach them on a comfort level and make them feel heard I have met and exceeded the expectations

to meet 3 calls per Hour and the amount of work orders. I was in the top in my department I have had many customers mention me on Social Media.

• Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.

• Dispatch Representative for home warranty services to nationwide customers.
• Work with both homeowner, vendors and with our consumer relations managers on vendors to resolve vendor limitations
• Streamlined dispatch processes, resulting in increased customer satisfaction.
• Made sure to send correct vendor to correct customers with the correct brand of appliance, plumbing, HVAC, ect.
• Required to keep calm composure to be aware of customers responses to where the request was completed
• Expectation was to meet dispatch goals and quotas which were far exceeded, and customer service and expectation were met in full.

• I assisted in helping Clients reach their financial goals in life
• Duties were customer service, sales, receiving inbound and outbound calls and scheduling call backs while building customer rapport
• Maintained detailed records of all client interactions using CRM software, ensuring accurate information was readily accessible when needed.
• Improved clients'' credit scores by implementing effective credit repair strategies and techniques.
• Streamlined internal processes for greater efficiency in handling client cases, leading to faster resolution times.

• Professional customer associate, I had great phone operation skills, I also started off as a POS associate
• (Point of Sales) I dealt with customers every day, on a daily basis
• With great understanding and a professional outlook
• I have worked the customer service return center around the holidays rush with a professional customer service touch
• I was a Junior Floor Supervisor for a year which consisted of handling customers in different departments
• Build team leadership skills within these departments
• Worked in the Return center handling variety of customer service issues and resolving them with professional demeanor at all times
• As Visual Supervisor which consisted of reading maps, plan-grams and strategically placing and updating graphics throughout the store
• When working at the register I was trained in up-selling credit lines to customers
• I worked for Kohl's for over 15 years
• In those years I honed my professional customer service skills
• Committed to provide the best customer service with the most pleasant, courteous and positive attitude
• Over 10 years' experience in merchandising and retail, great leadership skills, team partnership and organization skills
• Self-motivated and determined to succeed.