Ladaijah Dosia
Cypress
Summary
I have a great deal of experience communicating with customers from different
backgrounds. I am open time ideas and enjoy working and meeting new people. I’ve
learned to adapt to my surroundings very quickly and handle last minute changes that
may occur in the work place. I have been working in call center environment for over 10 years and grown within the environment. My greatest achievement is being promoted twice with a year , I’m currently a manager for the Bank of America debt collections department and train agents how to manage delinquent accounts and negotiating settlements to recover funds. Utilizes effective communication and investigative skills to resolve account issues. Track record of maintaining compliance with regulations and fostering positive client interactions.
Overview
11
11
years of professional experience
Work History
Debt Collector Manager
FMA Alliance - Bank of America
Houston, TX
12.2021 - Current
- Managed high-volume accounts to ensure timely collections and minimize delinquencies.
- Negotiated payment arrangements with clients, enhancing customer satisfaction and retention.
- Utilized collection software to track payments and account statuses efficiently.
- Developed strategies for prioritizing accounts based on risk assessment and collection potential.
- Trained new team members on compliance regulations and effective collection techniques.
- Implemented process improvements that increased efficiency in collections workflow.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Contributed to team success by consistently meeting or surpassing established performance metrics with professionalism and expertise.
- Documented customer payment interactions and account statuses for future reference.
Caller Representative
Iqor
Houston, TX
02.2015 - 12.2021
- Managed high-volume inbound and outbound calls, ensuring customer satisfaction and issue resolution.
- Streamlined call routing processes to enhance efficiency and reduce wait times for customers.
- Actively listened to customers'' needs, tailoring responses accordingly to ensure their concerns were thoroughly addressed.
- Navigated multiple computer systems efficiently while maintaining accurate records of call details and customer interactions.
- Maintained a professional demeanor at all times while interacting with customers, representing the company in a positive and respectful manner.
- Handled high call volumes calmly under pressure, demonstrating excellent time-management skills and prioritization abilities.
- Maintained comprehensive knowledge of company products and services, providing accurate information to callers at all times.
- Built rapport with customers, fostering strong relationships and ensuring repeat business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
High School Diploma -
Chester W. Nimitz
Houston, TX06.2014
Skills
- Debt recovery strategies
- Skip tracing techniques
- Patience and persistence
- Goal-oriented mindset
- Call center experience
- Client relations
- Customer research
- Performance improvements
- Assertiveness
- Negotiation
- Account management
- Persuasion strategies
- Payment processing
- Professionalism
- Team building
- Negotiation and resolution
- Documentation skills
- Documentation and recordkeeping
- Payment scheduling
- Debt recovery
- Debt settlement
- Effective communication
- Active listening
- Organizational skills
- Critical thinking
- Multitasking Abilities
- Time management
- Attention to detail
- Customer service
- Teamwork
- Call center background
- Payment plan development
- Collections best practices
Timeline
Debt Collector Manager
FMA Alliance - Bank of America
12.2021 - Current
Caller Representative
Iqor
02.2015 - 12.2021
High School Diploma -
Chester W. Nimitz