Marquita Vaughn
Franklin,OH
Summary
Customer service professional that is naturally friendly, and personable. Experienced in delivering exceptional customer service in a fast-paced environment. Excellent problem solving / critical thinking abilities and strong communication and interpersonal skills. Ability to multi task and navigate multiple computer systems and applications. Cash handling experience and proven ability to meet deadlines, while contributing both as an individual and team player.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Collections Recovery Specialist
US Bank NA
Cincinnati
02.2024 - Current
- Review delinquent accounts and identified appropriate collection action.
- Developed an effective strategy to collect outstanding debts from customers.
- Provided customer service support to resolve payment disputes.
- Negotiated settlements with customers for overdue payments.
- Recorded all collection activities in the company database.
- Assisted customers with setting up payment plans when needed.
- Maintained accurate records of all collection attempts, including letters sent and phone calls made.
- Ensured compliance with federal regulations related to collections activities.
- Reported suspicious activity regarding potential fraud cases to management team.
- Collaborated with legal team on litigation matters related to debt recovery.
- Remained calm, stayed professional, and provided exceptional service on calls.
- Recorded and updated customer personal accounts with accurate contact information.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Developed collection methods to achieve or exceed company financial goals.
- Met demands of busy collections group by performing high volume of daily calls.
Financial Advisor
FIS
Cincinnati, OH
06.2022 - Current
- I advise in collections, inbound/outbound calls, resolve problems within the merchant's account
- Process payments, explain account resolutions, terms of contract, I also perform as a team player assisting my teammates as well as other departments, via phone/email
- I take on task such as training new onboarding trainee's as well as other departments
CNA - Certified Nursing Assistant
Hillandale Communities
Cincinnati, OH
10.2021 - 03.2022
- Companionship, check and change every 2 hours
- Assist with ADL, patient charting(input/output good) behavior changes etc
- Report changes with Nurse, giving report during shift change
DSP (Direct Support Professional)
Graceworks Enhanced living day program
Cincinnati, OH
03.2021 - 10.2021
- Cleaning, cooking, assistance on outings, restroom care (showers, diaper changes) teaching
Education
Certificate of Completion - Cosmetology
Summit Salon Academy
Cincinnati, OH07.2016
High school diploma or GED - Office Administration
Cincinnati Job Corp
Cincinnati, OH09.2010
Skills
- Data entry
- Excel
- Iex
- Loans
- Microsoft office
- Customer Support
- Customer Service
- Call Center
- Collections
- Organizational Skills
- Computer Skills
- Communications
- ACE
- Portal
- MyTime
- Raft
- Knowledge Bank
- Mortgage Services
- Meal Preparation
- Developmental Disabilities Experience
- Caregiving
- Medication Administration
- Home Care
- Food Preparation
- Cooking
- Typing
- Windows
- Payment arrangements
- Debt recovery
- Balance collection
- Payment posting
- Billing problem resolution
- Payment plan management
- Conflict resolution techniques
- Call center experience
- Stress management techniques
- Skip tracking
- Call center background
- Goals and performance
- Billing practices
- Payment plan coordination
- Credit and collections
- Persuasion techniques
- Following conversation scripts
Certification
- CPR Certification
- First Aid Certification
Languages
- English
- American Sign Language - Expert
Timeline
Collections Recovery Specialist
US Bank NA
02.2024 - Current
Financial Advisor
FIS
06.2022 - Current
CNA - Certified Nursing Assistant
Hillandale Communities
10.2021 - 03.2022
DSP (Direct Support Professional)
Graceworks Enhanced living day program
03.2021 - 10.2021
Certificate of Completion - Cosmetology
Summit Salon Academy
High school diploma or GED - Office Administration
Cincinnati Job Corp