Monique Haynes
CHARLOTTE,NC
Summary
Dedicated and versatile professional with over 20 + years of experience in customer service, call center operations, sales, and collections. Recognized for delivering exceptional client support, effectively resolving escalated issues, and consistently exceeding performance goals. Proficient in negotiation, conflict resolution, account management, and retention strategies, demonstrating a proven ability to cultivate lasting customer relationships. Experienced in administrative support and workflow organization within fast-paced, high-volume environments, complemented by strong communication skills and a reputation for adaptability, problem-solving, and teamwork.
Overview
23
23
years of professional experience
Work History
Flight Attendant
Piedmont Airlines
03.2023 - 10.2025
- Assisted passengers with stowing carry-on luggage in overhead compartments.
- Provided safety instructions to passengers prior to takeoff and landing.
- Greeted passengers, answered questions, and directed them to their seats.
- Delivered on board customer service, including food and beverage service.
- Monitored the cabin environment throughout the flight, checking seatbelts and ensuring passenger comfort.
- Responded to medical emergencies as needed during flights.
- Delivered exceptional customer service in a fast-paced, high-pressure environment, resolving passenger concerns with professionalism, empathy, and efficiency to ensure a seamless travel experience.
- Delivered exceptional in-flight service, ensuring passenger comfort and satisfaction throughout regional flights.
- Managed emergency situations effectively, demonstrating quick decision-making and adherence to safety protocols.
Collections Manager
J AND J SOLUTIONS
01.2018 - 10.2022
- Implement Fair Debt Collection Practices Act
- Lead a team of 24 collectors
- Increased revenue for the business over 60%
- Monitored collection calls to insure adherence to industry guidelines
- Excellent conflict resolution and organizational skills
- Performed monthly audits to assist collectors with further training
- Managed and trained employees on increasing revenue for the business
- Payment Processing
- Assist with Second voice for stalls and objections
- Ability to Prioritize and organizes tasks
Debt Collector
CREDITORS INC
07.2009 - 01.2018
- Top performer for 9 years
- Performing high volume of daily calls Inbound/Outbound
- Ability to utilizing skip tracing strategies, experienced with LexisNexis, TLO, Idicore
- Surpass daily and monthly goals every month.
- Used persuasive communication to receive balance in full
- Ability to manage accounts and prioritize without supervision
- Practice FDCPA & HIPPA Laws
- Ability to multitask and meet daily goals
Subrogation/Debt Collector
NCO Financial Systems
10.2002 - 07.2009
- Top performer for 5 years
- Review police/incident reports to determine if driver was uninsured during time of accident
- Contact insurance adjuster for decision to accept liability
- Ability to get all claims paid promptly.
- Negotiate installment agreements from uninsured motorist
- Processed payments over phone and set up recurring drafts
- Respectfully request revocation of drivers license from DMV, if uninsured motorist defaults on arrangements
- Monitor long term and short term payment arrangements
- Practice FDCPA & HIPPA Laws
- Prioritized and organized tasks to efficiently accomplish closing all files properly
Education
High School Diploma -
Garinger High School
Charlotte, NC06.1993
Skills
- Customer Service & Client Support
- Call Center Operations & High-Volume Environments
- Collections & Payment Negotiation
- Payment Processing
- Sales & Upselling Techniques
- Account Management & Customer Retention
- CRM Systems (Salesforce, Zendesk, etc)
- Microsoft Office Suite (Word, Excel, Outlook)
- Time Management & Multi-Tasking
- Conflict Resolution & Problem-Solving
Timeline
Flight Attendant
Piedmont Airlines
03.2023 - 10.2025
Collections Manager
J AND J SOLUTIONS
01.2018 - 10.2022
Debt Collector
CREDITORS INC
07.2009 - 01.2018
Subrogation/Debt Collector
NCO Financial Systems
10.2002 - 07.2009
High School Diploma -
Garinger High School
Experience
["Bill and Account Collectors"]
Education and Training
other