Martha Hudson
Greensboro,NC
Summary
I have 25 + years of Customer Service experience 23 with Bank of America, two years with Stevens Graphics and 3 months with Amazon's overflow team in a remote position. I also have 8 years of Shipping and Receiving experience with Stevens Graphics. I am currently retired as of 10/2/2015 and seeking a work-from-home position.
Overview
1819
1819
years of professional experience
Work History
Customer Service Reserves Remote Team With Amazon
Amazon
09.2016 - 11.2016
- Responsible for handling overflow calls to customer service at peak times during Amazon's busy Christmas season.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Late Collections Analyst
Bank of America
4161 Piedmont Parkway Greensboro, NC 27410
05.199 - 10.2015
- Responsible for collecting on Mortgages And Credit Lines that were more than sixty days past due
- This required extensive collections skills.
- Improved collections efficiency with timely follow-ups on overdue invoices.
- Reduced delinquency rates by consistently monitoring and analyzing customer accounts.
- Enhanced client relationships through professional communication and negotiated settlements in difficult situations.
- Stayed up-to-date on industry trends and developments relating to credit control and collections methodologies, incorporating relevant knowledge into daily operations.
- Negotiated payment arrangements, ensuring prompt payments from customers.
- Contributed to successful audits by maintaining thorough documentation and compliance with regulations.
- Maximized recoveries by implementing effective collection strategies tailored to individual account circumstances.
- Maintained accurate records of all collection activities, supporting data-driven decision-making processes.
- Ensured adherence to federal and state laws governing debt collection practices, protecting company reputation and minimizing legal risks.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing and other techniques to locate debtors.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Account Specialist
Bank of America
10.2010 - 10.2015
- Responsible for handling inbound call on Home Equity Loans for deceased customers
- This involved gathering legal documents for surviving family members such as death certificates, wills and any other court-appointed documents.
Specialty Account Ownership Analyst
Bank of America
02.2024 - 10.2010
- Responsible for collecting payments on Boats, Airplane, RVS and Motorcycle loans that were past due
- Involved manually calling customers, skip-tracing for good contact numbers.
Data Entry Specialist
01.1998 - 08.2000
- Responsible for entering information on a tracking system pertaining to autos that had been repossessed.
Charge-off Analyst
01.1995 - 01.1998
- Responsible for entering information on tracking system pertaining to Indirect and Direct loans that had a deficiency balance and were charged off.
Stevens Graphics
Greensboro, NC
05.1982 - 10.1991
- Responsible for coordinating shipment pickups by various truck lines
- Creating bills of lading for the drivers
- I had to make sure we chose the most efficient and cost-effective shipping for our orders
- I also ws responsible for taking printing orders by phone from customers, insuring that the orders were completed on time and following up with the customers to insure satisfaction.
Education
Skills
- I am skilled in computer use for Windows 10, Microsoft Word
- Strong Communication Skills
- Skip tracing techniques
- Professionalism and Ethics
- Organizational abilities
- Active listening abilities
- Debt recovery expertise
- Conflict resolution techniques
- Goal Oriented Approach
Timeline
Specialty Account Ownership Analyst
Bank of America
02.2024 - 10.2010
Customer Service Reserves Remote Team With Amazon
Amazon
09.2016 - 11.2016
Account Specialist
Bank of America
10.2010 - 10.2015
Data Entry Specialist
01.1998 - 08.2000
Charge-off Analyst
01.1995 - 01.1998
Stevens Graphics
05.1982 - 10.1991
Late Collections Analyst
Bank of America
05.199 - 10.2015