Latisha Dervil-McKenzie
Jacksonville
Summary
Professional with extensive experience in customer service and debt collection, adept at responding to inquiries and resolving account discrepancies. Demonstrated ability to adhere to regulatory compliance while assisting customers with payment options and processing transactions. Proven track record in investigating potential fraud cases, collaborating with internal teams to ensure adherence to laws and regulations. Skilled in maintaining accurate records and generating reports for management review, contributing to effective debt recovery strategies.
Overview
9
9
years of professional experience
Work History
Collection Customer Service Representative
Sequium Asset Solutions
Jacksonville
11.2024 - Current
- Provided excellent customer service by responding promptly to inquiries and requests for assistance.
- Adhered to all applicable laws when collecting debts.
- Assisted customers with understanding their payment options.
- Investigated and resolved discrepancies on customer accounts.
- Generated reports of past due accounts and sent to management team.
- Responded promptly and courteously to all customer inquiries via phone or email.
- Processed payments and updated account information in the system.
- Provided customer service to resolve issues related to overdue accounts.
- Participated in ongoing training sessions related to collections practices.
- Followed up regularly with debtors until full balance is paid off.
- Researched customer requests by accessing internal databases.
- Provided support in the resolution of escalated complaints.
- Maintained accurate records of conversations with customers.
Fraud Prevention Representative
Genpact
Jacksonville
08.2020 - 11.2024
- Investigated potential fraud cases, collected evidence, and reported findings to management.
- Worked closely with internal teams such as legal, compliance, security, and audit personnel in order to ensure compliance with applicable laws and regulations.
- Provided technical support to other departments in resolving complex issues related to fraud prevention efforts.
- Monitored account activities for irregularities and unauthorized access.
- Created detailed reports summarizing investigations into suspected fraudulent activity.
- Verified customer information against existing records to detect discrepancies or inconsistencies.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Tier 1 Technical Support Representative
Concentrix
Jacksonville
08.2019 - 08.2021
- Troubleshoot issues
- Recommended solutions or alternatives to customers when appropriate.
- Provided technical support to customers over the phone and through email.
- Followed up on open cases to ensure resolution of customer issues.
- Assisted with troubleshooting computer hardware, software and network related issues.
- Served as first point of contact for incoming technical service calls and emails.
Maintenance
Walmart
Jacksonville
02.2016 - 06.2019
- Handle basic repairs
- Troubleshoot issues
- Cleaning
- Greet customers
Education
High School Diploma -
Englewood High School
Jacksonville, FL06-2014
Some College (No Degree) - Business Management
Florida State College
Jacksonville, FLSkills
- Debt collection
- Customer service
- Payment processing
- Account reconciliation
- Regulatory compliance
- Fraud detection
- Data analysis
- Technical support
- Effective communication
- Problem solving
- Time management
- Conflict resolution
- Attention to detail
- Follow-up procedures
- Goal oriented
- Assertiveness
- Account tracking
- Credit evaluations
- Customer consultation
- Payment plan implementation
- Collections optimization
- Customer relationship building
- Goal-oriented mindset
- Patience and persistence
- Customer relationship management
- Debt recovery
- Negotiation and resolution
- Critical thinking
- Professional demeanor
- Team building
- Professionalism
- Problem identification
- Creole,French fluency
- Multitasking
Timeline
Collection Customer Service Representative
Sequium Asset Solutions
11.2024 - Current
Fraud Prevention Representative
Genpact
08.2020 - 11.2024
Tier 1 Technical Support Representative
Concentrix
08.2019 - 08.2021
Maintenance
Walmart
02.2016 - 06.2019
High School Diploma -
Englewood High School
Some College (No Degree) - Business Management
Florida State College