LOTOYA COLE
Tyler,TX
Summary
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.
Overview
8
8
years of professional experience
Work History
Debt Collection Specialist
CBE Companies
03.2021 - Current
- Process and analyze 30+ exception cases per week quickly and accurately
- Communicate complex issues in an easily understandable way to customers both verbally and in writing
- Perform 50+ daily outbound calls to customers and other financial institutions
- Answer incoming calls in order to reduce customer complaints and maintain 90% customer satisfaction
- Collect past due balances, make payment arrangements, post payments, and finalize settlements in a timely manner.
Debt Collection Specialist
SWC Group
08.2016 - 02.2021
- Researched billing errors and discrepancies to initiate corrective action.
- Documented customer payment interactions and account statuses for future reference.
- Developed and documented collection procedures and policies to comply with government regulations.
- Enhanced client satisfaction by providing detailed reports on collection progress and debtor status updates.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
Education
High school diploma -
Longview High School
Longview, TX05.2011
Skills
- Collection management (5 years)
- Customer service (10 years)
- Problem solving (10 years)
- Goal oriented (10 years)
- Sales
- Negotiation
- Typing
- Salesforce
- Order entry
- Conflict management
- Telecommunication
- Analysis skills
- Fraud prevention and detection
- Oracle
- Clerical experience
- Data analysis skills
- Microsoft Excel
- Computer skills
- Time management
- Marketing
- Microsoft Word
- Business development
- Microsoft Powerpoint
- Organizational Skills
- Risk Management
- Relationship Building
Timeline
Debt Collection Specialist
CBE Companies
03.2021 - Current
Debt Collection Specialist
SWC Group
08.2016 - 02.2021
High school diploma -
Longview High School