Lisa Bolden
Los Angeles,United States
Summary
Customer Service Representative bringing top-notch 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Sr. Collection Representative
MotorCycleGroup LLC
04.2015 - Current
- Identified and contacted customers with overdue accounts to address payment status.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Maintained consistently high success rate of collecting on overdue accounts.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Achieved performance goals on consistent basis.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Responded to customer inquiries and provided detailed account information.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collection Representative
Opex Communications
01.2009 - 03.2015
- Achieved performance goals on consistent basis.
- Researched accounts and completed due diligence to resolve collection problems.
- Investigated customer credit references and approved credit lines.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Entered client details and notes into system for interdepartmental access and review.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Collection Specialist
Cash Call Inc.
01.2007 - 12.2008
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Collected on delinquent accounts to reduce overdue balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Investigated customer credit references and approved credit lines.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Entered client details and notes into system for interdepartmental access and review.
- Used skip tracing and other techniques to locate debtors.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Store Manager
Crescent Jewelers
02.2004 - 01.2007
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Rotated merchandise and displays to feature new products and promotions.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed inventory control, cash control, and store opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Completed point of sale opening and closing procedures.
Collections Specialist
Crescent Jewelers
01.1997 - 02.2004
- Used skip tracing and other techniques to locate debtors.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Prepared and submitted legal documents to initiate court proceedings.
- Entered client details and notes into system for interdepartmental access and review.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Investigated customer credit references and approved credit lines.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained accurate records of customer accounts, payments and payment plans.
Education
High School Diploma -
Pasadena High School
Pasadena, CASkills
- Negotiation and Resolution
- Payment Collection
- Credit Extension Negotiation
- Collection Calls
- Customer Service
- Team Oriented
- Fair Debt Collections Practices
- Autodialing Systems
- Skip Tracking
- Organizational Skills
- Managing Delinquent Accounts
- Verbal and Written Communication
- Credit and Collections
- Problem Identification
Accomplishments
Top Collection Performance recognized by the MotorCycleGroup from January 2016 - December 2017
MotorCycleGroup Employee Of The Month June 2018
Promoted to Sr. Collection Representative January 2018
Timeline
Sr. Collection Representative
MotorCycleGroup LLC
04.2015 - Current
Collection Representative
Opex Communications
01.2009 - 03.2015
Collection Specialist
Cash Call Inc.
01.2007 - 12.2008
Store Manager
Crescent Jewelers
02.2004 - 01.2007
Collections Specialist
Crescent Jewelers
01.1997 - 02.2004
High School Diploma -
Pasadena High School
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