Latesha Johnson
Riverside,USA
Summary
Analyst with over 14 years of expertise in account management, collections, and customer service within financial and administrative sectors. Proven ability to resolve account discrepancies and recover significant overdue balances while leading teams effectively. Strong communicator with a history of successful dispute resolution and fostering long-term client relationships. Adept at analyzing large data sets to identify trends and proactively address operational issues, ensuring compliance and enhancing recovery efforts.
Overview
16
16
years of professional experience
Work History
Analyst
Southern California Pipe Trades Administration
Los Angeles, USA
10.2023 - Current
- Executed desk audits and reconciled historical contributions and employer payment histories.
- Created invoices based on audit findings and communicated clear payment instructions to employers.
- Monitored non-compliant employers, conducted outreach to address discrepancies efficiently.
- Distributed correction notifications and late fee letters, following up to ensure timely payments.
- Processed Defined Contributions Adjustments to maintain accurate records.
- Handled member contributions with precision and attention to detail.
- Completed additional departmental tasks as assigned by leadership for operational efficiency.
Account Specialist II
Westlake Financial Services
Los Angeles, USA
04.2017 - 10.2023
- Handled a portfolio of high-risk accounts; consistently collected over $45,000/month in overdue payments.
- Performed skip tracing, located hard-to-reach customers, and negotiated successful payment plans.
- Made 200+ daily calls using an automated dialer to manage collections and resolve account issues.
- Collaborated with repossession agents to recover collateral and mitigate financial losses.
- Submitted legal documentation for charge-offs and maintained compliance with FDCPA regulations.
- Reconciled customer accounts and updated data in real-time to ensure record accuracy.
Lead Member Service Representative
Beacon CBHM
Cypress, USA
02.2009 - 04.2017
- Led and mentored a high-performing customer service team, providing coaching and performance feedback.
- Managed 100+ customer interactions per day, delivering solutions with a calm, professional demeanor.
- Assisted members with account issues, forms, system errors, and technical questions.
- Resolved complaints promptly while maintaining company reputation and customer trust.
- Promoted to Team Lead for excellence in customer service and crisis resolution.
- Conducted quality assurance reviews to ensure service excellence and compliance.
- Followed up on resolved cases to maintain long-term customer satisfaction.
Education
High School Diploma -
Lynwood High School
Lynwood, CA06.2005
Skills
- Portfolio and account management
- Collections and recovery
- Customer retention and satisfaction
- Payment reconciliation and audits
- Dispute resolution and escalation
- Fair debt collection practices
- Team leadership and development
- Microsoft Office Suite proficiency
- Written and verbal communication
- Skip tracing and investigations
- CRM software expertise
- Email and phone protocols
Timeline
Analyst
Southern California Pipe Trades Administration
10.2023 - Current
Account Specialist II
Westlake Financial Services
04.2017 - 10.2023
Lead Member Service Representative
Beacon CBHM
02.2009 - 04.2017
High School Diploma -
Lynwood High School