Adonika Flores
Lubbock,TX
Summary
Results-driven Collections Agent recognized for high productivity levels and efficient task completion. Specialize in negotiation, regulatory compliance, and customer relationship management. Excel in communication, empathy, and problem-solving to navigate complex collections scenarios effectively. Committed to maintaining professionalism and integrity while achieving positive outcomes for both company and clients.
Proactive collections specialist with a proven track record of maximizing collections and reducing outstanding balances. Experienced in handling customer inquiries, negotiating payment arrangements, and maintaining accurate records. .
Overview
6
6
years of professional experience
Work History
Collections Agent/Loan Officer
Central Finance
Lubbock
05.2024 - Current
- Maintained accurate records of collection activities in database system.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Updated account status and maintained accurate records of all collection activities.
- Advised delinquent customers on strategies for debt repayment.
- Identified past due accounts and contacted account holders to arrange payment.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Educated debtors on the importance of credit health and the consequences of non-payment.
- Recorded and updated customer personal accounts with accurate contact information.
- Adhered to all applicable laws, regulations, and company policies.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted credit risk assessments on new and existing customers.
- Answered customer questions regarding account discrepancies or problems.
- Received payments and posted amounts to customer accounts.
- Completed skip traces on customers failing respond to collection efforts.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Updated account status records and collection efforts.
- Upheld privacy and security requirements for customer information.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Recorded information about status of collection efforts.
- Developed collection methods to achieve or exceed company financial goals.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Recorded information about customers' financial status and collections status efforts.
- Ensured compliance with federal and state collections laws and regulations.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Acquired credit reporting data for new and existing customers.
- Received payment and posted to appropriate customer accounts.
- Conducted skip tracing activities to locate delinquent customers.
- Tracked and reported on collections activity and performance metrics to management.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Responded promptly to customer inquiries regarding their accounts or other matters related to consumer lending operations.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Recommended loan approvals and denials based on customer loan application reviews.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Fuel Manager
Walmart
Lubbock, Texas
12.2022 - 05.2023
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
- Assisted in developing marketing plans that aimed at increasing sales volume through better customer service initiatives.
- Coordinated delivery of bulk fuels to customers in a timely manner.
- Analyzed market trends to anticipate future changes in demand or cost of fuels.
- Managed relationships with key suppliers to ensure continuous supply of quality products at reasonable prices.
- Maintained appropriate documentation of all fuel transactions including deliveries, orders, receipts.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints regarding fuel prices or availability promptly.
- Monitored tank levels and ensured compliance with safety regulations.
- Assigned work and monitored performance of project personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Shift Leader
Flying J
Lubbock, Texas
11.2021 - 10.2022
- Facilitated training sessions for new employees on company policies and procedures.
- Assisted general manager with operations game plan and company initiatives implementation.
- Assessed company operations for compliance with safety standards.
- Supervised team of XX during daily shifts, ensuring efficient operation and customer satisfaction.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Planned and managed resources to consistently meet production, quality, and cost goals.
- Monitored inventory levels and ordered supplies as needed.
- Developed promotional strategies to attract more customers during slow periods.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
- Monitored operations and reviewed records and metrics to understand company performance.
- Adhered to all health code regulations while preparing food items for customers.
- Supervised and led employees to maintain productivity and customer service levels.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified needs of customers promptly and efficiently.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Coordinated shift workers for inventory receiving, auditing and restocking.
Cashier Team Lead
Taco Bell
Lubbock, Texas
11.2018 - 09.2021
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Assisted cashiers with resolving customer complaints and inquiries.
- Greeted customers promptly and responded to questions.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Developed strong working relationships with team members to foster collaboration.
- Trained new cashiers on proper use of registers and store policies.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Monitored cashier performance, providing feedback as needed.
- Performed daily opening and closing procedures for the register area.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Answered phone calls to assist customers with questions and orders.
- Adhered to social distancing protocols and wore mask or face shield.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Processed payments promptly for customers to exceed productivity standards.
- Processed refunds and exchanges according to company policy.
- Counted and balanced cashier drawers.
Education
Springboard Academics
Lubbock, Texas05-2020
Skills
- Debt negotiation
- Account reconciliation
- Payment processing
- Regulatory compliance
- Credit assessment
- Collections strategy
- Customer relationship management
- Skip tracing
- Data entry
- Conflict resolution
- Effective communication
- Problem solving
- Time management
- Customer education
- Performance tracking
- Financial management
- Records management
- Strong negotiation skills
- Multitasking Abilities
- Training and teaching
- Continuous improvement
- Collection agency relations
- Sales experience
- Goal setting
- Accurate payment posting
- Self motivation
- Reliability
- Credit and collections
- Risk management
- Persuasive speaking
- Supply ordering
- Active listening
- Organization skills
- Account management
- Debt repayment negotiation
- Problem-solving abilities
- Basic mathematics
- Professionalism and ethics
- Financial reporting
- Collections processing
- Collection strategies
- Clear communication
- Organizational skills
- Bill processing
- Trace delinquent customers
- Account review
- Paperwork processing
- Team collaboration
- Attention to detail
- Record keeping proficiency
- Professional demeanor
- Quality standards compliance
- Data entry efficiency
- Problem-solving aptitude
- Teamwork orientation
Timeline
Collections Agent/Loan Officer
Central Finance
05.2024 - Current
Fuel Manager
Walmart
12.2022 - 05.2023
Shift Leader
Flying J
11.2021 - 10.2022
Cashier Team Lead
Taco Bell
11.2018 - 09.2021
Springboard Academics