Nancy Klasey
Las Vegas,NV
Summary
To secure a Collection Specialist role in a dynamic company that offers opportunities for professional grow and advancement.
Professional collections specialist with strong focus on team collaboration and achieving results. Skilled in accounts receivable management, negotiation, and dispute resolution. Reliable, adaptable, and known for maintaining high standards and delivering impactful outcomes in dynamic environments. Excellent communication, problem-solving, and analytical abilities.
Overview
19
19
years of professional experience
Work History
Collection Specialist
Lendbuzz
Remote
04.2025 - Current
- Managed high-volume collections, ensuring timely follow-up on outstanding accounts
- Analyzed customer payment patterns to identify trends and improve collection strategies
- Developed and implemented efficient processes for account reconciliation and dispute resolution
- Collaborated with cross-functional teams to enhance customer experience during the collections process
- Reviewed and refined collection policies to align with regulatory requirements and company standards
- Led initiatives to reduce delinquency rates through targeted outreach and personalized payment plans
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Utilized skip tracing tools to gather accurate information for debt recovery efforts
Care Center Dispatcher
MODIVCARE, VRI
06.2024 - 04.2026
- Receive emergency and non-emergency calls from medical alerts buttons. Dispatch emergency medical, fire or police to members locations. Follow up with members to make sure they were assisted as requested.
- Coordinated transportation logistics to ensure timely patient pickups and drop-offs.
- Utilized advanced communication systems to relay critical information to first responders in high-pressure situations.
- Collaborated with law enforcement and medical teams to optimize resource allocation during emergencies.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Worked effectively in fast-paced environments.
Bilingual Universal Agent
NEWREZ, LLC
01.2022 - 05.2024
- Used a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
- Developed workable payment solutions that satisfy both our clients/investors and our company.
- Handled inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs.
- Process homeowners’ mortgage payments. Offer and refer eligible homeowners for refinancing opportunities to the Originations department.
- Perform related duties as assigned by supervisor. Achieve company performance goals.
- Take part in continuous training in company policies/procedures and industry regulations. Consistently represent the company in a positive and professional manner
Bilingual Customer Service Agent
Credit Acceptance
05.2017 - 06.2021
- Efficiently and accurately handled calls and assist consumers in building a better financial future by providing personalized solutions to their concerns, answering questions to help them understand their account, and removing barriers to help them make on time payments.
- Effectively educated the customer on how to resolve their issue through self-service options and payment options, where applicable.
- Professionally and respectfully provided exceptional customer service during every phone call.
- Ensure the information we depend on to contact and collect from these consumers is accurately maintained, Supported additional customer service requests (ie: customer call backs, email follow ups, etc.).
- Provided bilingual support to customers, addressing inquiries in both English and Spanish.
Bilingual Customer Service Agent
Empire, Today
07.2007 - 04.2017
- Answered incoming customer service calls. Promptly addressed and resolved customer complaints.
- Communicate with installers, sales representatives, and order entry to resolve customer issues in a timely manner.
- Analyzed appointment trends to identify areas for process improvement and enhanced client satisfaction.
- Answered phone calls and answered questions from potential customers.
- Developed strategies to enhance customer retention and loyalty programs.
- Trained and mentored junior staff on best practices for customer engagement.
Education
Diploma -
Montwood High School
01-1998
Skills
- Active Listening
- Time Management
- Debt Repayment
- Financial Statement
- Problem Solving
- Customer Service
- Debt Recovery
- Skip Tracing
- Bilingual
- Credit and collections
- Relationship building
Languages
Spanish
Native or Bilingual
Timeline
Collection Specialist
Lendbuzz
04.2025 - Current
Care Center Dispatcher
MODIVCARE, VRI
06.2024 - 04.2026
Bilingual Universal Agent
NEWREZ, LLC
01.2022 - 05.2024
Bilingual Customer Service Agent
Credit Acceptance
05.2017 - 06.2021
Bilingual Customer Service Agent
Empire, Today
07.2007 - 04.2017
Diploma -
Montwood High School