Minnie Moore
Orlando
Summary
Results-driven Collections Specialist with expertise in optimizing customer accounts and improving collection rates. Skilled in educating clients on payment strategies and resolving disputes to enhance satisfaction. Experienced in training teams and managing high-volume call center operations to elevate productivity and service quality.
Overview
28
28
years of professional experience
Work History
Collections Specialist II
Synchrony Bank
Altamonte Springs
07.2019 - Current
- Contacted consumers to recover overdue debt on merchant store credit cards, improving overall collection rates.
- Managed customer accounts to ensure timely payments and reduce delinquencies.
- Engaged clients to address overdue payments and clarify next steps.
- Educated clients on alternative payment strategies to bring accounts current.
- Handled challenging customer interactions via phone, resolving disputes and maintaining customer satisfaction.
- Ensured accuracy of customer information and set up repayment plans or settlements.
- Established and nurtured client relationships while maintaining professionalism in high-volume environments.
Merchant Collections
PayPal
Hunt Valley
01.2017 - 01.2019
- Managed negative business accounts by reviewing past due loans and collecting payments while fostering positive relationships and maintaining professionalism with account holders.
- Inform clients of near /post breached accounts and amount currently owed on loan.
- Ensure all business owners' information is correct, Listen to customer's story and determine if debt can be collected.
- Set up repayment plans, Document new commitment to repay the debt.
- Exhibiting strong written and communication skills excels in merchant interactions, convincing ability to deliver practical solutions and thrive in a collaborative team environment.
- Has excelled and maintained PayPal working capital merchant assistance (ppwcma) top performer monthly.
- Earned a strong reputation for providing excellent service for external and internal customers.
- Developed strategies for merchants that improved payment processing efficiency.
- Collaborated with cross-functional teams to enhance user experience for merchants.
- Analyzed transaction data to identify trends and improve service offerings.
- Often selected to assist and demonstrate the functionality of the system used on a daily basis.
Call Center Helpdesk Manager/Trainer
Global Payments, Inc
St. Louis / Owings Mills
01.1998 - 01.2016
- Supervised training for over 15 customer service staff, enhancing team knowledge and skills.
- Managed inbound and outbound calls, ensuring accurate message documentation for effective communication.
- Provided technical support as a subject matter expert across various platforms.
- Coached and mentored team members to enhance performance and productivity.
- Developed training programs focused on payment processing systems and compliance procedures.
- Conducted regular performance evaluations, ensuring service level goals met or exceeded.
- Facilitated interviews for new hire evaluations alongside unit managers.
- Created monthly newsletters to recognize top achievers and inform staff of departmental updates.
Education
High School Diploma -
UCHS
Union City, TN05-1988
Skills
- Collections compliance and strategy
- Credit reporting expertise
- Debt recovery systems
- Payment processing and oversight
- Account management and client relations
- Delinquency prevention strategies
- KPI tracking and data analysis
- Call center operations
- Team leadership and problem solving
- Effective communication and active listening
Timeline
Collections Specialist II
Synchrony Bank
07.2019 - Current
Merchant Collections
PayPal
01.2017 - 01.2019
Call Center Helpdesk Manager/Trainer
Global Payments, Inc
01.1998 - 01.2016
High School Diploma -
UCHS