LaCausha Hancock
Arlington,TX
Summary
Skilled Collections Specialist offering 10 years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Self-motivated work ethic to perform effectively in independent or team environments. Proactive customer service representative with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Overview
14
14
years of professional experience
Work History
Senior Collections Representative
Santander Consumer USA
North Richland Hills, TX
04.2014 - Current
- Managed 100 plus retail and commercial retail accounts daily.
- Assist with online account needs.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with over 30 customers daily to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Assistant Account Care Manager
Childrens Medical Center
Dallas, TX
07.2010 - 03.2014
- Manage incoming and outgoing case volume for 10-20 associates.
- Helped large volume of employees every day with positive attitudes and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Customer Account Manager
Neiman Marcus Direct
Irving, TX
12.2008 - 06.2009
- Answered inbound customer telephone calls promptly to avoid on-hold wait times.
- Placed 50-100 outbound calls to customers injuring about online products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
Health Unit Coordinator
Methodist Dallas Medical Center
Dallas, TX
01.2006 - 01.2008
- Monitored daily tracking of open opportunities and compliance items.
- Reviewed incoming compliance items for conformity with governing documents.
- Set up new patient accounts. Answer inbound calls from patients and make outbound calls to patients.
- Invest, liquidated and disbursed funds.
- Assist 50-100 patients and families with their food menus.
- Assembled and maintained patient medical records and other documents related to patient care.
- Assisted with processing patient admissions, transfers and discharges.
Education
High School Diploma -
Justin F Kimball High School
Dallas, TX05.2006
Some College (No Degree) - Business
Mountain View College
Dallas, TXSkills
- Payment Processing
- Credit and Collections
- Skip Tracing
- Fair Debt Collections Practices
- Payment Scheduling
- Decision Making
- Multi-Line Telephone Systems
- Task Prioritization
- Complex Problem Solving
- Spreadsheet Tracking
- Staff Orientation and Training
- Visitor Relations
- Microsoft Office
Timeline
Senior Collections Representative
Santander Consumer USA
04.2014 - Current
Assistant Account Care Manager
Childrens Medical Center
07.2010 - 03.2014
Customer Account Manager
Neiman Marcus Direct
12.2008 - 06.2009
Health Unit Coordinator
Methodist Dallas Medical Center
01.2006 - 01.2008
High School Diploma -
Justin F Kimball High School
Some College (No Degree) - Business
Mountain View College