Laura Wilson
Benton,TN
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.
Overview
20
20
years of professional experience
Work History
Senior Collection Specialist
Big Rig Lending
02.2023 - 06.2024
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Trained new team members on scripts, company services, and collection strategies.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Maintained accurate records of customer accounts, payments and payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Processed debtor payments and updated accounts to reflect new balance.
Collections Specialist
Check Into Cash/ CCFI
05.2018 - 01.2023
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Managed over 25 calls per hour.
- Ranked 5 + for top collector for past 3 years.
- Used probing techniques to determine debtors' reasons for delinquency
- Discussed options with delinquent clients in terms of proposed solutions.
- Used scripted conversation prompts to convey current account information and obtain payments
- Trained new team members on scripts, company services and collection strategies
Warehouse Worker
Kroger/ Peyton
04.2014 - 04.2018
- Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
- Managed product staging to efficiently transfer items between receiving, storage and shipping locations.
- Performed general housekeeping and cleaning tasks.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Loaded, unloaded and moved material to and from storage and production areas.
- Packed out totes with products for store orders and for warehouse storage
- Packed out totes and inspected them in Pharmacy.
- Made 100% piece picking quality requirements for 4 years.
Shift Manager
Smith Management ; McDonald's
05.2004 - 04.2014
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Banking and Till Counting
- Worked on board with team, jobs including: cashier, cook, assembly line, dishwasher, stocker, prep, cleaning.
- Customer service
- Managed 12 + Employees To Maintain Store and Customers
- Excelled in every store position and regularly backed up front-line staff
- Trained and mentored new employees to maximize team performance
- Exercised composure under pressure and in escalated customer service scenarios
- Kept employees operating productively and working on task to meet business and customer needs
- Adhered to company standards and compliance requirements for operations and cleanliness of areas
- Kept Maintenance of Equipment in Check and Called in for Repairs
Education
GED -
GED
Athens, TN09.2000
Skills
- Quality Customer Service
- Perfect Attendance
- Payment Processing
- Payment Planning and Follow Up
- Training
- Collections
- Bookkeeping
- Call center experience
- Account Reconciliation
- History research
- Performance improvements
Timeline
Senior Collection Specialist
Big Rig Lending
02.2023 - 06.2024
Collections Specialist
Check Into Cash/ CCFI
05.2018 - 01.2023
Warehouse Worker
Kroger/ Peyton
04.2014 - 04.2018
Shift Manager
Smith Management ; McDonald's
05.2004 - 04.2014
GED -
GED
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