Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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

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Martha Hudson