Lucretia Brown
Red Oak,TX
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions. Strong leader and problem-solver. Bringing 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.
Overview
16
16
years of professional experience
Work History
Customer Solutions Specialist II
Regional Acceptance Corporation
08.2018 - Current
- Managing multiple delinquent accounts while also taking and receiving incoming calls.
- Effectively negotiating payment arrangements on delinquent loans.
- Provide a high level of customer service to customers and Teammates in support of a Perfect Client Experience initiatives.
- Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
- Assist less experienced teammates with more difficult collection accounts and calls.
- Complete all required Computer Based Training (CBT) courses accurately and timely.
- Recommend accounts for repossession when necessary and according to established policies and procedures.
Analysts Manager
Sierra Financial
02.2017 - 08.2018
- Maintained high balance collections portfolios.
- Maintained a positive customer relations by addressing problems head-on and implementing collections oversite.
- Implementing skip tracing on delinquent accounts as needed.
- Skip traced on high delinquency accounts as needed.
- Maintained incoming and outgoing customer relation complaints.
Quality Assurance Team Lead
Quality Associates Inc
07.2015 - 03.2016
- Coached and motivated 25-person QA team to develop competencies.
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Conducted performance reviews for team members.
Bankruptcy Analyst
Hyundai Capital America
09.2014 - 06.2015
- Conducted account analysis based on bankruptcy code.
- Worked directly with legal team and outside contacts.
- Optimized workflow processes within the firm by introducing new technologies designed specifically for bankruptcy practice management.
- Expedited case resolution by effectively prioritizing high-priority tasks and maintaining organized documentation.
- Managed charge-off accounts negotiated full balances and or makin arrangements to secure collateral.
- Extensive skip tracing and documentation.
Collections/Administration Clerk
Ally Finance
01.2009 - 09.2014
- Adhered to department policy, procedures and regulating collections activity.
- Interacted with customers by phone, email and or fax.
- Identified and resolved customer payments discrepancies.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Processing extension on delinquent accounts.
- Documented contract paperwork for accurate customers signatures.
- Improved customer satisfaction rates with prompt responses to inquiries and effective resolution of issues.
Education
No Degree - Accounting And Business Management
Mountain View College
Dallas, TXReal Estate
Champions School of Real-estate
Plano, TX2017
High School Diploma -
Nimitz High School
Irving, TX07.1998
Skills
- Excel
- ODM
- Llama
- Fast Data
- CRM software proficiency
- Power Point
- Spectrum
- TLO
- Lexis Nexis
- Columbus
- Microsoft Office
Timeline
Customer Solutions Specialist II
Regional Acceptance Corporation
08.2018 - Current
Analysts Manager
Sierra Financial
02.2017 - 08.2018
Quality Assurance Team Lead
Quality Associates Inc
07.2015 - 03.2016
Bankruptcy Analyst
Hyundai Capital America
09.2014 - 06.2015
Collections/Administration Clerk
Ally Finance
01.2009 - 09.2014
No Degree - Accounting And Business Management
Mountain View College
Real Estate
Champions School of Real-estate
High School Diploma -
Nimitz High School
Similar Profiles
Saralyn NelsonSaralyn Nelson
SR. Credit Manager at Regional Acceptance CorporationSR. Credit Manager at Regional Acceptance Corporation
Stephanie ZwieryznskiStephanie Zwieryznski
Remarketing Operations Team Lead at Flagship Credit AcceptanceRemarketing Operations Team Lead at Flagship Credit Acceptance
Todd MolinariTodd Molinari
Dealer Relationship Manager at Regional Acceptance Corp / Truist BankDealer Relationship Manager at Regional Acceptance Corp / Truist Bank