Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Malaika Thomas

Killeen,TX

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Dependable with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Authorized to work in the US for any employer

Overview

19
19
years of professional experience
1
1
Certification

Work History

Assistant Loan Manager

Service Loan & Tax-Killeen, TX
08.2023 - 10.2024
  • Verified and analyzed financial information, including income, credit reports, and employment history, to assess the risk and eligibility of loan applicants

Executive Escalation Representative II

Sprint
12.2009 - 07.2022
  • Provide Support in the payment process and collection process
  • Explain billing cycles and due dates
  • Contain all collection consumer escalation calls
  • Maintain records on credit risks, delinquent accounts, installment billing accounts
  • Assist in resolution of outstanding invoice problems from past due accounts, high balance accounts, equipment exchanges, dishonored checks and adjustment abuse
  • Place calls and send messages to customers regarding delinquent payments or unresolved issues to obtain payment commitments
  • Exercise independent judgment in obtaining payments, issuing garnishments and extensions
  • Review all escalation accounts for suspension and cancellation.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
  • Established relationships with existing customers to promote new product or service opportunities.
  • Processed customer orders and collected payment information.
  • Maintained customer interaction and activity records in CRM system.

Collection Agent

Bay Area
07.2005 - 12.2008
  • Received payments and posted amount paid to customer account, using computer and paper records
  • Confirmed with customers by telephone to determine the reason for overdue payment and review terms of sales, service, and credit contract
  • Negotiated with customers on resolving past due credit accounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Arranged for debt repayment or established repayment schedules based on customers' financial situations.
  • Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
  • Prioritized accounts based on total amount owed and credit bureau reports.

Education

High School Diploma -

Manual High School
Denver, CO
06.1989

No Degree - Auto Body W

Job Core
Clearfield Utah

Skills

  • Team Building Training & Development
  • Leadership experience
  • Client relationship management
  • Trustworthy telecommunications proficiency
  • Knowledge of collection processes
  • Good Work Ethic Conflict Resolution
  • Loan application processing
  • Problem Resolution Collection Knowledge
  • Staff management
  • Upselling
  • Leadership

Certification

Driver's License

Timeline

Assistant Loan Manager

Service Loan & Tax-Killeen, TX
08.2023 - 10.2024

Executive Escalation Representative II

Sprint
12.2009 - 07.2022

Collection Agent

Bay Area
07.2005 - 12.2008

High School Diploma -

Manual High School

No Degree - Auto Body W

Job Core
Malaika Thomas