Katrice Burrell
Dallas-Fort Worth,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in mortgage and auto industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
AUTO COLLECTOR
Mercedes Benz Financial Services
08.2019 - 04.2023
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Reviewed accounts for compliance with repayment agreements.
- Directed day-to-day collections functions.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Documented changes in accounts and on credit reports.
- Trained new team members on scripts, company services, and collection strategies.
- Quantified debtor balances to avoid late payments and bad credit.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Used probing techniques to determine debtors' reasons for delinquency.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Researched accounts and completed due diligence to resolve collection problems.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Managed discharge and sale of default property.
- Investigated accounts with balance errors using accounting software.
- Evaluated, researched and resolved discrepancies.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Reached out to approximately 25 account holders daily.
Claims Processor/ Data Entry Specialist
AllState Sales Group
01.2017 - 08.2019
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Maintained files, records and chronologies of entry activities.
- Identified data entry errors and reported to necessary departments.
- Corrected data entry errors to prevent duplication or data degradation.
- Managed workflow scheduling, data entry, and accuracy verification for large data projects.
- Sent completed entries for evaluation and final approval.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Evaluated source documents to locate needed information.
- Searched, extracted and interpreted information to determine correct input procedure.
- Produced monthly reports with advanced Excel spreadsheet functions.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Coded and processed applications into required electronic formats.
- Built and maintained tracking databases for variety of measuring aspects.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Verified accuracy of data entered into system to produce error-free reports.
- Organized, sorted, and checked input data against original documents.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Followed established procedures to enter and process data correctly.
- Secured and protected data from unauthorized access by complying with security protocols.
- Sorted documents and maintained organized filing process.
- Collated and organized data entry documents into filing systems for easy access.
- Developed data entry policies and procedures in compliance with company standards.
- Created and maintained data entry logs to track data entry activities.
- Developed and maintained databases to store customer information.
CUSTOMER SERVICE SPECIALIST
JP Morgan Chase
09.2014 - 01.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Recruiting Coordinator
Spherion Staffing
10.2011 - 09.2014
- Operated and maintained applicant tracking and candidate management systems.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Reached out to qualified referral candidates to obtain applications.
- Scheduled and conducted several interviews each week.
- Coordinated incoming job requisitions and applications.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Assisted with writing job postings and job descriptions for boards.
- Developed and implemented onboarding and orientation programs for new employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Worked alongside global business leader to deploy new training strategies.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Collaborated with managers to identify and address employee relations issues.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Administered employee benefits programs and assisted with open enrollment.
- Created and delivered HR training sessions to staff, managers and executives.
- Developed and monitored employee recognition programs.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Scheduled and conducted numerous interviews each week.
- Conducted several recruiting events to grow passive talent pipeline to prepare for future hiring needs.
Education
High School Diploma -
Neville High School
Monroe, LASkills
- Financial Controls Development
- Safety Procedures
- Compress Refuse
- Billing and Collections Best Practices
- Collection Processes
- Staff Development
- Repayment Negotiations
- Account Reviews
- Organize Schedules
- Payment Schedules
- Repayment Plan Structuring
- Skip Tracing
- Auto Dialers
- Payment Acceptance
- Collection Scheduling
Timeline
AUTO COLLECTOR
Mercedes Benz Financial Services
08.2019 - 04.2023
Claims Processor/ Data Entry Specialist
AllState Sales Group
01.2017 - 08.2019
CUSTOMER SERVICE SPECIALIST
JP Morgan Chase
09.2014 - 01.2017
Recruiting Coordinator
Spherion Staffing
10.2011 - 09.2014
High School Diploma -
Neville High School
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