Collection Customer Service Representative
Genpact Services
07.2022 - Current
Keona Brooks
Customer Service Rep
Mesquite,TX
Timeline
Billing Specialist
HMSHost
12.2018 - 04.2022
Collections Agent
Spectrum Business
02.2013 - 10.2018
Associate Of Applied Business -
Moore of Applied Science
02.2013 - 11.2019
High School Diploma -
Desoto High School
Aug.2009 - Jun.2012
Work History
Collection Customer Service Representative
Genpact Services
07.2022 - Current
- 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.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Collaborated with cross-functional teams to implement strategies for improving collection rates and reducing bad debt.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Mitigated potential losses by closely monitoring high-risk accounts and taking appropriate action when necessary, such as recommending litigation or writeoffs.
- Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Billing Specialist
HMSHost
12.2018 - 04.2022
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Increased revenue retention by setting up follow-up system for outstanding payments.
- Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
- Played key role in annual audit process by providing comprehensive billing records and explanations for variances.
- Managed monthly billing cycles to ensure timely issuance of invoices and statements.
Collections Agent
Spectrum Business
02.2013 - 10.2018
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Education
High School Diploma -
Desoto High School
DeSoto, TX Aug.2009 - Jun.2012
Associate Of Applied Business -
Moore of Applied Science
Baton Rouge, LA 02.2013 - 11.2019
Skills
- Collections optimization
- Report writing
- Task prioritization
- Continuous improvement
- Cross-selling expertise
- Records management
- Telephone etiquette
- Documentation and recordkeeping
- Excellent communication
- Account monitoring
- Client relationship management
- Customer service
- Problem-solving aptitude
- A/R functions
- Record keeping
Summary
Offering strong commitment to customer service and problem-solving. Delivers solid grasp of financial principles and ability to quickly learn and apply debt collection strategies. Ready to use and develop communication and negotiation skills in [Desired Position] role. Professional in collections industry with keen focus on delivering results. Proven track record in managing customer accounts, addressing queries, and resolving issues efficiently. Known for collaborative teamwork and adaptability to changing demands, ensuring customer satisfaction. Skilled in negotiation and conflict resolution, with reliable and flexible approach to work. Personable and dedicated with positive attitude and strong communication skills. Understanding of effective debt collection techniques and proficient in using CRM software and handling sensitive customer data. Aiming to improve customer satisfaction and streamline collection processes. Competent Accounts Receivable Specialist bringing [Number] years of experience handling accounts receivable functions. Exemplary skill in resolving billing disputes, providing excellent customer service and applying payments. Recognized for effective leadership with consistent achievement of objectives. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balancePaid time offHealthcare benefitsWork from home optionSimilar Profiles
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