Lekeshei James
Dallas,TX
Summary
Experienced Collections Specialist bringing [Number]-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.
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
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.
Competent Accounts Receivable Specialist bringing [Number] years of experience handling accounts receivable functions. Exemplary skill in resolving billing disputes, providing excellent customer service and applying payments. Recognized for effective leadership with consistent achievement of objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Collections Specialist
Genpact
01.2021 - 05.2024
- Used probing techniques to determine debtors' reasons for delinquency.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Trained new team members on scripts, company services, and collection strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Processed debtor payments and updated accounts to reflect new balance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Customer Service Representative
UnitedHealth Group
06.2018 - 11.2020
- Responded to customer requests for products, services, and company information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Call Center Representative
Convergys Inbound Call Center
09.2014 - 03.2018
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Collection Specialist
TCIM
08.2004 - 09.2014
- Trained new team members on scripts, company services, and collection strategies.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Identified and contacted customers with overdue accounts to address payment status.
- Documented customer payment interactions and account statuses for future reference.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Collected on delinquent accounts to reduce overdue balances.
Education
College - Business Management
Tyler Junior College
Tyler, TX05-2017
Skills
- Customer service
- Call
- Collections
- Data entry
- Customer Care
- Customer retention
- Escalations
- Dispute resolution
- Portfolio management
- Payment processing
- Credit analysis
- Skip tracing
- Payment posting
- Investigation due diligence
- Billing problem resolution
- Delinquency prevention
- Customer research
- Payment plan management
Certification
Life and Health Insurance
Timeline
Senior Collections Specialist
Genpact
01.2021 - 05.2024
Customer Service Representative
UnitedHealth Group
06.2018 - 11.2020
Call Center Representative
Convergys Inbound Call Center
09.2014 - 03.2018
Collection Specialist
TCIM
08.2004 - 09.2014
College - Business Management
Tyler Junior College
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