Nakeia Robinson
Newport News,VA
Summary
Possess diverse leadership skills and team building knowledge. More than 30 years of experience in customer service. Extensive background in Account Management and Collections. Expertise training, negotiating, strategic problem solving, and employee development. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse account management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
25
25
years of professional experience
Work History
COLLECTION AGENT
BILL GOSLING OUTSOURCING
01.2024 - Current
- Responsible for negotiating payments and collecting on charged-off debt
- Answer, update and verify consumer’s information, while exploring money sources to determine repayment solutions.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained accurate records of customer accounts, payments and payment plans.
Administrative Technician
NEWPORT NEWS DEPARTMENT OF HUMAN SERVICES
07.2011 - 11.2023
- Scanned documents into the Department of Human Services database
- Prepared and researched documents for imaging/scanning by sorting documents by name, case number and date
- Organized and filed all documents in mail date order
- Assisted in training new employees
- Assisted Main Reception in taking calls in the call center.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed filing system, entered data and completed other clerical tasks.
- Performed research to collect and record industry data.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Worked well in a team setting, providing support and guidance.
Receptionist
Newport News Nursing & Rehabilitation Center
06.2021 - 12.2021
- Provided clerical support to company employees by copying, faxing, scanning and filing documents.
- Provided administrative support to staff members by scanning correspondences, and filing documents
- Collected and distributed messages to team members and managers to support high customer service.
- Reduced incoming call response time by adhering to an effective call routing system.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
HUMAN RESOURCE ASSOCIATE
ELECTRONIC DATA SYSTEMS
05.2007 - 11.2007
- Received inbound calls to provide support to the beneficiaries, following the death of the participant
- Reviewed the original documents of the participant and set up the database to disburse funds to the designated beneficiary
- Maintained spreadsheet.
ACCOUNT REPRESENTATIVE
PORTFOLIO RECOVERY ASSOCIATE
09.2006 - 05.2007
- Managed a portfolio of defaulted consumer receivables
- Used various skip tracing techniques to locate the debtor
- Analyzed the account to determine repayment options
- Annotate the database with detailed information about the transaction.
SENIOR ACCOUNT MANAGER II
BANK OF AMERICA
12.1998 - 02.2006
- Received inbound calls from clients disputing the Credit Report
- Researched to determine if the dispute was the company’s error
- Updated the three Credit Bureau Reporting Agencies
- Forwarded correspondence to the requested company and client
- Collected on delinquent credit card accounts
- Eliminated barriers that caused the customer financial hardship by setting payment arrangements or settlements per the request of the client
- Provided individual coaching and training methods to increase productivity and employee morale.
Education
Business Administration -
Strayer University
05.2006
General Studies -
Bethel High School
06.1992
Skills
- Patience and Persistence
- Negotiation
- Conflict Resolution
- Customer research
- Training and Development
- Team Building and Leadership
- Teamwork and Collaboration
- Relationship Building
- Account Management
- Customer Service
- Excellent time management skills
Timeline
COLLECTION AGENT
BILL GOSLING OUTSOURCING
01.2024 - Current
Receptionist
Newport News Nursing & Rehabilitation Center
06.2021 - 12.2021
Administrative Technician
NEWPORT NEWS DEPARTMENT OF HUMAN SERVICES
07.2011 - 11.2023
HUMAN RESOURCE ASSOCIATE
ELECTRONIC DATA SYSTEMS
05.2007 - 11.2007
ACCOUNT REPRESENTATIVE
PORTFOLIO RECOVERY ASSOCIATE
09.2006 - 05.2007
SENIOR ACCOUNT MANAGER II
BANK OF AMERICA
12.1998 - 02.2006
Business Administration -
Strayer University
General Studies -
Bethel High School
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