Melissa Freeman
Bridgeport,CT
Summary
Dynamic and goal-oriented professional with extensive experience at Toyota Financial Services, excelling in credit analysis and relationship building. Proven track record of reducing delinquency rates through effective conflict resolution and tailored customer engagement strategies. Adept at training new hires and enhancing team performance in high-pressure environments.
Experienced with managing customer accounts and resolving disputes. Utilizes effective communication and negotiation skills to achieve positive outcomes. Track record of maintaining customer satisfaction and adherence to company policies.
Customer care professional with solid history in collections and customer service. Known for resolving disputes and managing accounts with precision. Reliable team player focused on collaboration and achieving results. Skilled in communication and negotiation, adaptable to changing needs.
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
Dependable Collections Specialist successful at meeting high productivity, quality, and performance standards. Efficient and competent professional.
Diligent [Desired Position] with strong background in customer care and collections. Proven track record of resolving disputes and managing customer accounts efficiently. Demonstrated ability to communicate effectively and negotiate successfully.
Overview
16
16
years of professional experience
1
1
Diploma
5
5
Certificate
15
15
years of post-secondary education
Work History
Work From Home Customer Care Collections Associate
Toyota Financial Services
08.2022 - 10.2023
- Streamlined communication with clients through professional correspondence via phone, email, or written letters.
- Developed strong relationships with key stakeholders within the organization, fostering improved cross-functional collaboration.
- Evaluated credit reports thoroughly before initiating contact with customers, ensuring a comprehensive understanding of their financial history was obtained beforehand.
- Safeguarded sensitive customer information by adhering to strict data privacy guidelines at all times during the collections process.
- Ensured compliance with company policies and federal regulations when negotiating payment arrangements for customers.
- Prioritized workload efficiently to manage high call volumes while maintaining excellent service levels for each interaction.
- Implemented tailored approaches to suit individual customer needs, resulting in higher success rates for debt recovery efforts.
- Facilitated timely dispute resolution by liaising with relevant parties to gather necessary documentation and supporting evidence.
- Improved customer satisfaction by effectively addressing and resolving account issues in a timely manner.
- Stayed informed about industry trends and developments to maintain an up-to-date knowledge base for assisting customers effectively.
- Reduced delinquency rates by proactively contacting customers with past-due accounts to discuss payment options.
- Built rapport with customers by demonstrating empathy and understanding of their financial situations while discussing debt resolution options.
- Monitored individual progress toward performance goals regularly, identifying areas for improvement and implementing appropriate action plans.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
- 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.
- 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.
- Enhanced customer satisfaction with timely resolution of complex technical problems.
- Applied critical thinking skills to identify patterns in reported issues, enabling targeted improvements in hardware and software systems.
- Resolved computer and system networking problems to maintain user productivity.
- Diagnosed and troubleshot hardware, software and network issues.
Phlebotomist
Old Harbour Health Center
08.2018 - 03.2020
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Packaged and shipped specimens to central lab daily.
- Used personal protective equipment correctly to protect coworkers and patients.
- Organized daily work based on collection priority.
- Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Conducted venipuncture and other CT procedures.
- Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
- Actively engaged with patients to educate them on proper post-draw care, reducing potential complications and ensuring their comfort throughout the process.
- Collaborated with healthcare teams to prioritize urgent blood draws, ensuring timely analysis for critical care decisions.
- Contributed to the development of phlebotomy training materials, enhancing the skillset of new employees and improving overall team performance.
- Provided support to laboratory staff, facilitating prompt analysis of collected samples for expedited results delivery.
Office Administrative Assistant
Unicomer
09.2007 - 03.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Increased sales of promotional items by informing customers about current offers.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Reduced processing errors by meticulously following transaction procedures.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Improved efficiency, organized checkout area for optimal workflow.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Enhanced shopping experience, provided product information and location assistance.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Worked with floor team and managers to meet wide range of customer needs.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Set up new sales displays each week with fresh merchandise.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Facilitated smooth communication between the finance department and other internal stakeholders regarding cash-related matters.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues related to cash management services.
- Evaluated the effectiveness of current cash management procedures, proposing data-driven improvements when necessary.
- Enhanced client satisfaction by providing timely, accurate, and comprehensive cash management reports.
- Mentored junior staff members on best practices in optical retail sales, customer service, and technical processes.
- Participated in ongoing training programs for personal development within the retail industry.
- Collaborated with team members to maintain a clean, organized, and efficient retail environment.
Education
Certificate - CNA
Training Direct
Bridgeport, CT 03.2025 - 06.2025
Diploma - Phlebotomy
Distiction College
Kingston JA08-2018
Caribbean Examination Profile - Business
Distiction College
Kingston JA08-2000
High School Diploma -
Dunoon Techinical High School
Kingston JA 09.1996 - 06.2001
Phlebotomy
Nctvet
Kingston , JA 05.2018 - 08.2018
Supervisory Management
University of The West Indies Continuing Studies
04.2015 - 06.2025
Skills
- Goal oriented
- Organization
- Stress tolerance
- Documentation
- Credit analysis
- Assertiveness
- Decision-making
- Active listening
- Relationship building
- Goals and performance
- Call center experience
- Sales experience
- New hire training
- Conflict resolution techniques
- Performance improvements
- Records management
- Records maintenance
- Proficiency in [software]
Certification
administrative Assistant Training - continuous on the job
phlebotomist certificate and diploma
CXC Certificate
Languages
English
Full Professional
Interests
- Watching Movies and TV Shows
- Outdoor Recreation
- I participate in low-impact exercises to strengthen core muscles
- Playing Sports
Accomplishments
- Supervised team of 10 staff members.
- Achieved positive KPI's through effectively helping with daily balancing and checking.
- Documented and resolved shortages which led to meeting departament standards.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Certificate - CNA
Training Direct
03.2025 - 06.2025
Work From Home Customer Care Collections Associate
Toyota Financial Services
08.2022 - 10.2023
Phlebotomist
Old Harbour Health Center
08.2018 - 03.2020
Phlebotomy
Nctvet
05.2018 - 08.2018
Supervisory Management
University of The West Indies Continuing Studies
04.2015 - 06.2025
Office Administrative Assistant
Unicomer
09.2007 - 03.2018
High School Diploma -
Dunoon Techinical High School
09.1996 - 06.2001
Diploma - Phlebotomy
Distiction College
Caribbean Examination Profile - Business
Distiction College
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