Lisa Lombard

• Analyzed taxpayer data using multiple systems, ensuring precise resolutions, and enhanced service.
• Resolved diverse tax issues through empathetic support, fostering trust and communication.
• Secured financial data, maintaining compliance, and protecting taxpayer information integrity.
• Interpreted tax codes to aid taxpayer understanding, improving compliance, and responsibility.
• Provided technical support in a call center, addressing unique taxpayer issues with sound judgment.

• Analyzed taxpayer data using multiple systems, ensuring precise resolutions, and enhanced service.
• Resolved diverse tax issues through empathetic support, fostering trust and communication.
• Secured financial data, maintaining compliance, and protecting taxpayer information integrity.
• Interpreted tax codes to aid taxpayer understanding, improving compliance, and responsibility.
• Provided technical support in a call center, addressing unique taxpayer issues with sound judgment.

• Executed office collection work remotely for Dell Financial Services.
• Reviewed delinquent accounts and determined appropriate collection action.
• Researched customer account information from various sources to resolve disputes or discrepancies.
• Drafted letters, emails, and other correspondence related to collection efforts as needed.
• Maintained detailed records of all collection activities in accordance with company policies and procedures.
• Delivered exceptional customer service while collecting charged-off lease agreements and contracts.
• Communicated effectively through phone, mail, and email channels.
• Conducted skip tracing to locate debtors in order to ensure successful collections.

• Executed office collection work on charged-off accounts for various clients, including banks and insurance companies.
• Maintained strong relationships with clients to foster open communication regarding payments.
• Drafted letters, emails, and other correspondence related to collection efforts as needed.
• Conducted comprehensive asset and liability investigations to enhance financial assessment accuracy.
• Conducted skip tracing to locate debtors in order to ensure successful collections.
• Negotiated payment plans through calls and correspondence, improving cash flow for clients.
• Maintained detailed records of all collection activities in accordance with company policies and procedures.

• Perform office collection work on delinquent accounts, tax liabilities, and overpayments due to the state.
• Executed thorough account investigations on tax liabilities, enhancing recovery rates, and ensuring compliance with state regulations.
• Maintained accurate documentation of accounts and legal actions taken, ensuring transparency, and facilitating timely follow-up processes.
• Engaged in skip tracing to locate debtors effectively, utilizing various communication methods to secure payments, and reduce outstanding balances.
• Executed comprehensive account investigations on tax liabilities, significantly enhancing recovery rates, and ensuring regulatory compliance.
• Trained new employees on collection procedures, fostering a supportive team environment that enhanced overall operational performance.

• Placed outbound calls on a predictive dialer to collect on past-due accounts, chargebacks, and NSF checks.
• Streamlined payment processing for overdue accounts, significantly enhancing service restoration time, and boosting customer satisfaction.
• Implemented a one-call resolution strategy, leading to improved customer retention, and a more efficient service experience.
• Fostered a positive customer interaction environment, focusing on empathetic communication to address concerns, and build trust.
• Analyzed billing discrepancies to implement corrective actions, resulting in substantial improvements in account accuracy and customer trust.
• Assisted customers with billing inquiries and payment processing.

• Managed caseload of up to 2,000 accounts for diverse clients including utilities and courts.
• Managed collections for delinquent accounts through effective communication and negotiation.
• Executed outbound calls to debtors to collect on charged off accounts.
• Conducted skip tracing to locate debtors and recoverable assets.
• Arranged payment plans or referred accounts to legal department for further action.
• Handled irate customers smoothly to achieve performance targets.
• Followed up on promises made by customers regarding payments or settlements.
• Analyzed customer financial statements to determine payment plans.

• Managed case load of 1,000 accounts to ensure effective resolution and follow-up.
• Utilized skip tracing techniques to locate debtors and assets efficiently, including locating hard-to-find debtors.
• Facilitated payment arrangements or escalated accounts to legal department for further action.
• Employed predictive dialer technology to maximize outbound call efficiency.
• Conducted thorough research on accounts in response to disputes.
• Documented all actions in database system for accurate record-keeping.

GPA: 3.65

Student speaker at graduation ceremony, nominated by staff and peers.