Juanina D. Jackson
Pontiac,MI
Summary
Experienced Collections Specialist bringing 2 years of success in collecting debt and great customer service. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Collections Representative
IRS
Detroit, MI
04.2020 - Current
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing resources to locate debtors and updated information in company system.
- Recorded all information regarding financial status of customers
- Handled 30 inbound calls daily with goal of collecting owed debt
Home Health Aide
Alliance Senior Care
Bloomfield Hills, MI
02.2019 - 04.2020
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Completed entries in logbooks, journals and care plans to accurately document and report patient progress.
- Assisted disabled clients to support independence and well-being.
- Followed nutritional plans 3 times each day to prepare optimal meals.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Administered prescribed medications under direction of physician.
- Transported clients for medical and personal outings.
- Supported families through difficult times by offering emotional support and education on important care tasks.
Mental Health/Social Work, Full-time student
Oakland Community College
Auburn Hills, MI
2017 - 05.2019
- Acquired the Associate of Applied Science Degree in Mental Health/Social Work (MHS), as a full-time student, for preparation into entry level employment in a range of social service careers.
- Completed required 60 credit hours of coursework such as counseling and interviewing, interpersonal theory and practice, family systems theory and practice, mental health and social work internship, psychology, sociology, and verbal and written communication.
Customer Service Specialist
Comerica
Auburn Hills, MI
2016 - 2017
- Provided remarkable high level of customer service through friendly approach, strong professionalism and timely assistance with all customer interactions such as opening new accounts, problem resolution, and assisting clients
- Complied with applicable federal, state and local laws and regulations. Observed all procedures protecting financial and customer information preventing data misuse.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Customer Relationship Specialist
Aerotek, General Motors Text Center
Troy, MI
2013 - 2016
- Consulted with 30 customers each day about their concerns and desires by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Handled diverse range of customer service, operational and administrative requirements, in high-pressure situations, while making decisions within company policies.
- Managed over 50 incoming calls and emails from customers, branch agents and business partners to process large variety of requests.
- Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings.
Recruiter Specialist
Kelly Services
Auburn Hills, MI
2013 - 2013
- Sourced, researched and marketed expertise to clients in order to provide high-quality candidates for open positions through various channels.
- Evaluated candidates' resumes against position criteria for interest and acceptability.
- Managed candidate traffic, problem solving, and reporting, as needed.
- Updated candidate database for customer programs.
- Conducted 15 recruiting events to grow passive talent pipeline to prepare for future hiring needs
Education
Associate of Applied Science - Mental Health/Social Work
Oakland Community College
Auburn Hills, MI2019
Skills
- Customer service
- Problem solving
- Client relations
- Interpersonal skills
- Community Service
- Administrative support
- Microsoft Office Suite
- Flexible
- Data entry
- Time management and multitasking
- Strong verbal and written communication
- Analytical and Critical Thinking
- Service Quality Standards
- Customer Advising and Referral
- Credit Extension Negotiation
- Negotiation and Resolution
- Conflict Resolution
- Updating Customer Accounts
- Personalized Financial Reviews
- Overdue Balance Detection
- Financial Documentation
- Payment Scheduling
- Verbal and Written Communication
- Training and Teaching
- Managing Delinquent Accounts
- Attention to Detail
- Terms Review and Enforcement
Certification
CNP - Certified Notary Public, 2021
Michigan Department of State
Medical Administrative Assistant, 2005
Everest Institute, Southfield, MI
Community Service
- Habitat for Humanity, 2013-2018
- Puppet Ministry, 1996-2013
Timeline
Collections Representative
IRS
04.2020 - Current
Home Health Aide
Alliance Senior Care
02.2019 - 04.2020
Mental Health/Social Work, Full-time student
Oakland Community College
2017 - 05.2019
Customer Service Specialist
Comerica
2016 - 2017
Customer Relationship Specialist
Aerotek, General Motors Text Center
2013 - 2016
Recruiter Specialist
Kelly Services
2013 - 2013
Associate of Applied Science - Mental Health/Social Work
Oakland Community College