Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Mercedes Graham

Terrell

Summary

Professional with strong background in collections, prepared for this role. Adept at resolving outstanding debts and facilitating payments. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in negotiation, communication, and conflict resolution. Reliable, efficient, and results-driven with keen eye for detail.

Overview

11
11
years of professional experience

Work History

Collector III, Servicing Agent

Kapitus
02.2023 - Current
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Collaborated effectively with opposing counsel to facilitate exchanges of information required for successful litigation outcomes.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.

Collections Representative

VOLKSWAGEN CREDIT
10.2021 - 02.2023
  • Processed payments and contracts on accounts.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
  • Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.

Collections Specialist

Kapitus Servicing
10.2018 - 10.2021
  • Maintained high volume of calls and met demands of busy and productive group.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Processed payments and applied to customer balances.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.

Collections Representative

Roundstone
08.2014 - 10.2018
  • Counseled debtors on payment options and arranged installment agreements
  • Used skip tracing resources to locate debtors and updated information in company system
  • Recorded all information regarding financial status of customers
  • Negotiated to collect balance in full
  • Resolved challenging situations with friendly but firm strategies
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances
  • Processed payments and contracts on accounts

Education

High School Diploma -

Atlanta High School
Atlanta, TX
05-2008

No Degree - Paralegal Studies

Bryant And Stratton College
Getzville, NY
08-2026

Skills

  • Customer research
  • Repayment plan structuring
  • Legal compliance
  • Delinquent account management
  • Repayment negotiations
  • Call center background
  • Goal orientation
  • Goals and performance

Accomplishments

    I've been acknowledged for most resolved accounts and top collector.

    Exceeding the monthly goal.

Timeline

Collector III, Servicing Agent

Kapitus
02.2023 - Current

Collections Representative

VOLKSWAGEN CREDIT
10.2021 - 02.2023

Collections Specialist

Kapitus Servicing
10.2018 - 10.2021

Collections Representative

Roundstone
08.2014 - 10.2018

High School Diploma -

Atlanta High School

No Degree - Paralegal Studies

Bryant And Stratton College

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Mercedes Graham