Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Generic

Linda Jeffrey

Customer Service
Jax,FL

Summary

Customer Service Representative with 10+ years of experience, will desire remote job and bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Resolution Specialist

Select Portfolio Servicing
Jacksonville
10.2008 - 11.2021
  • Aid customers in maintaining or liquidation of their property and maximize cash recovery by contacting customers through inbound and out bound dialer system
  • Monitored pipelines to track and log status of loans
  • Explained very technical financial information to applicants in easy to understand language
  • Conducted research, gathered information from multiple sources and presented results
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Achieved performance goals on consistent basis.
  • Evaluated loan requests and documents to verify accuracy and completeness.

Quality Assurance Specialist

Select Portfolio Servicing
Jacksonville
04.2009 - 08.2013
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies
  • Partnered with management to create, develop and implement quality initiatives
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
  • Monitored recorded calls for compliance with FDC[A, State regulations, and department policies.
  • Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Created and collaborated in implementation and maintenance of customer complaint log.
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Administered 12 internal quality audits on all team members assigned and assessed results to inform corrective action measures.
  • Applied effective time management techniques to meet tight deadlines.
  • Defined quality initiatives to reduce risk.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Paid attention to detail while completing assignments.
  • Provided professional services and support in a dynamic work environment.
  • Managed time efficiently in order to complete all tasks within deadlines.

Collections Specialist

Select Portfolio Servicing
Jacksonville
10.2008 - 04.2009
  • Counseled debtors on payment options and arranged installment agreements
  • Monitored 100% accounts for compliance with established payment plans and flagged non-compliances
  • Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings
  • Negotiated to collect balance in full
  • Handled 100% back to back outbound and inbound calls daily with goal of collecting owed debt
  • Collected documents and made portfolios for collections accounts
  • Processed payments and applied to customer balances
  • Used skip tracing and other techniques to locate debtors
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Maintained high volume of calls and met demands of busy and productive group
  • Processed payments and contracts on accounts
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Education

Associate of Arts - Associate of Arts

Florida Community College
Florida
02.2007

Skills

  • Collections Proficiency
  • Persuasive Negotiations
  • Customer Service
  • Data Entry
  • Managing Delinquent Accounts
  • Loss Mitigation
  • Process Payments
  • Customer Escalations
  • Quality Assurance
  • Verbal and Written Communication
  • Customer Accounts Management
  • Organization and Time Management
  • Analytical and Critical Thinking
  • Bankruptcy knowledge
  • Call center experience
  • Great phone demeanor
  • Conflict resolution skills

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Quality Assurance Specialist

Select Portfolio Servicing
04.2009 - 08.2013

Resolution Specialist

Select Portfolio Servicing
10.2008 - 11.2021

Collections Specialist

Select Portfolio Servicing
10.2008 - 04.2009

Associate of Arts - Associate of Arts

Florida Community College

Similar Profiles

CREATE PROFILE
Linda JeffreyCustomer Service