Hi, I’m
LACHELLE SMITH
Houston,TX
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Experienced Collections Specialist bringing 15-years of success in sales and service positions. 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. Skilled customer service representative with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
years of professional experience
1
Certification
Work History
LTD Financial
Debt Collection Specialist
10.2022 - Current
Job overview
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Documented customer payment interactions and account statuses for future reference.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Identified and contacted customers with overdue accounts to address payment status.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Collaborated with other departments to verify customer compliance with payment plans.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect new balance.
- Established relationships with customers to encourage payment of delinquent accounts.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Developed and documented collection procedures and policies to comply with government regulations.
- Analyzed customer financial records to determine appropriate payment plan.
- Investigated customer credit references and approved credit lines.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Researched billing errors and discrepancies to initiate corrective action.
- Prepared and submitted legal documents to initiate court proceedings.
- Generated and distributed monthly customer statements.
Self-employeed
Sr Licensed Cosmetologist
09.2017 - Current
Job overview
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
- Recorded notes for future reference about customer preferences and services delivered.
- Assessed customer hair texture, treatment history, and desired outcome to determine services required.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Monitored current trends to understand fashions and better serve customer needs.
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Processed payments, entering sales in register for prompt customer service.
- Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Grew sales with great work ethic, individualized beauty care plans and positive attitude.
- Answered phone calls and emails to schedule client appointments.
- Educated clients on proper skin care techniques and ideal products suitable to needs.
- Researched latest trends in hair and makeup to stay updated on color, style, and technique.
- Performed eyebrow shaping and Brazilian waxing to provide symmetry and remove unwanted hair.
- Applied eyelash extensions to enhance clients' eyes and create impact.
- Applied makeup to clients for special occasions to meet requirements.
- Maintained client treatment records and designed long-term care programs for return customers.
Cuavous & Jones
Debt Collection Specialist
03.2022 - 10.2022
Job overview
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Documented customer payment interactions and account statuses for future reference.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Identified and contacted customers with overdue accounts to address payment status.
- Collected on delinquent accounts to reduce overdue balances.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Family First Property Management
Property Management Assistant
08.2017 - 01.2020
Job overview
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Promptly responded to tenant complaints and concerns for multiple properties.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Coordinated with legal counsel to resolve tenant disputes.
- Developed and implemented marketing strategies to increase occupancy rates.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained sufficient number of units market-ready for lease.
- Administered operations to handle needs of more than [Number] tenants across [Number] property units.
- Collected and maintained careful records of rental payments and payment dates.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Kept properties in compliance with local, state and federal regulations.
- Coordinated appointments to show marketed properties.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Responded to Common Area Maintenance (CAM) inquiries.
- Developed annual operating budgets and forecasts, as well as sales and marketing plans.
- Generated leads for sales and rental properties through cold calls and referrals.
- Maximized rental income while minimizing expenses through effective planning and control.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Generated professional networks by engaging in professional, industry and government organizations.
- Completed annual rent calculations using housing database software.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Planned special events such as lotteries, dedications and project tours.
- Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records.
- Consulted with landowners to obtain mineral access rights and promote drilling operations on private land.
Education
Milan Institute of Cosmetology
Licensed Cosmetologist from Business Administration And Management
09.2017
American River College
Business Administration from Business Administration And Management
06.2012
Inderkum High School
High School Diploma
06.2007
Skills
- SKILLS
- Problem resolution
- MS Office
- Inbound and Outbound calling
- Conversational Customer Service
- Time Management
- Reliable and trustworthy
- Scheduling
- Customer retention
- Warm and cold call expertise
- Self-starter
- Dedicated team player
- Office Operations
- Financial Documentation
- Overdue Balance Detection
- Payment Solicitation
- Managing Defaults
- Collection Calls
- Evaluating Open Accounts
- Customer Advising and Referral
- Accounts Payable and Accounts Receivable
- Problem Identification
- Account Monitoring
- Call Center Processes
- Credit and Collections
- Monthly Reconciliations
- Persuasion Strategies
- Complex Problem-Solving
- Customer Account Review
- Resource Recovery
- Structure Information
- Persuasive Negotiations
- Statement Issuing
- Court Proceedings
- Client Relations
- Workflow Processes
- Process Payments
- Attorney Support
- Quarterly Reviews
- Office Cleaning
- Accounting Systems
- Credit Accounts
- Bank Deposits
- Issue Investigation
- Scripted Conversations
- Cash Flow Report Generatin
- Administrative Support
- Industry Standards
- IT Solution Building
- Microsoft Office
- Call Volume Analysis
- Negotiation
- Closing Procedures
- Sage 50 Accounting Software
- Equity and Debt
- Denial Appeals Process
- Categorization and Classification
- Customer Care
- Terms Review and Enforcement
- Customer Notifications
- Creative Solutions
- Service Quality Standards
- Pleasant Telephone Demeanor
- Correspondence Sorting and Filing
- Payment Acceptance
- Training and Teaching
- Administration and Management
- Customer Research
- Client Satisfaction
Certification
Cosmetology
Timeline
Debt Collection Specialist
LTD Financial
10.2022 - Current
Debt Collection Specialist
Cuavous & Jones
03.2022 - 10.2022
Sr Licensed Cosmetologist
Self-employeed
09.2017 - Current
Property Management Assistant
Family First Property Management
08.2017 - 01.2020
Milan Institute of Cosmetology
Licensed Cosmetologist from Business Administration And Management
American River College
Business Administration from Business Administration And Management
Inderkum High School
High School Diploma
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