Summary
Overview
Work History
Education
Skills
Timeline
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Ornett Small

Lake Elsinore,California

Summary

Experienced Senior Collections Specialist adept at managing and resolving accounts, negotiating payment solutions, and reducing delinquencies. Skilled in debt recovery with a proven ability to improve overall financial health of companies through effective account management strategies. Knowledgeable dispatcher with several years of experience. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.

Overview

14
14
years of professional experience

Work History

Senior Collections Specialist

Happy Money
Remote
01.2022 - Current
  • Develop highly useful and detailed monthly audit reports for Credit Union Partners and company executives.
  • Stellar new hire training and program creation, serving as SME for lender portfolio recovery efforts and third-party negotiations.
  • Specialize in debt settlement, and bankruptcy filings
  • Assist in the development of strategies to improve the efficiency of the collections process.
  • Review documents such as contracts, invoices, letters and emails related to customer accounts.
  • Draft correspondence to customers regarding overdue accounts and payment arrangements.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.

Collections Specialist

Happy Money
Remote
10.2019 - 01.2022
  • Managed high-volume account/member interactions, at a minimum of 50 different account reviews daily.
  • Specialized in hardship assistance, debt settlement, and bankruptcy filings; creating repayment plans that suit each individual's needs through customer service and de-escalation.
  • Exceeded department standards with a 99% quality assurance and control rate.
  • Negotiated repayment plans with customers as needed.

CX Specialist

Stanley Security
Santa Ana, CA
01.2015 - 06.2019
  • Effectively managed 100 calls per day, with an emphasis on resolving highly complex and escalated interactions
  • Monitored security systems and handled inbound/outbound calls related to security alerts, dispatching emergency services as necessary.
  • Operated equipment management tools for a team of 20 while simultaneously surveying alarm signals for a radius of over 3,000 square miles.
  • Provided technical support for customers in resolving issues.

Produce Service

Whole Foods 365
Newport Beach, CA
11.2013 - 01.2015
  • Lead creative direction of sales floor arrangement and displays in fresh produce section.
  • Spearheaded strong sustainability initiatives monthly for team, by consistent communication and tracking of spoiled inventory.
  • Concurrently tracked buying trends to maintain adequate stock.
  • Analyzed sales data to identify trends and adjust sales strategies accordingly.

Monitor Representative III

Protection One Monitoring
Cypress, CA
08.2010 - 09.2013
  • Collaborated with IT staff to resolve any technical issues that arose during monitoring process.
  • Monitored security systems and handled inbound calls related to security alerts, dispatching emergency services as necessary.
  • Excelled in crisis management, maintained composure and efficiency during high-stress situations.

Education

Some College (No Degree) -

Irvine Valley College
Irvine, CA

Skills

  • Legal Compliance
  • Payment Processing
  • Skip Tracing
  • Billing problem resolution
  • Loan servicing
  • Financial Services
  • Project Management
  • High-risk client management
  • Debt Settlement
  • Loss Mitigation
  • Conflict Resolution
  • Bankruptcy treatment
  • Crisis Solution
  • Team/New Hire Training
  • Google/Microsoft Suite
  • ChatOps (Slack, Confluence, Zoom,LiveChat, Zendesk, Talkdesk, etc
  • Salesforce
  • Quality Assurance
  • CRM Data Management

Timeline

Senior Collections Specialist

Happy Money
01.2022 - Current

Collections Specialist

Happy Money
10.2019 - 01.2022

CX Specialist

Stanley Security
01.2015 - 06.2019

Produce Service

Whole Foods 365
11.2013 - 01.2015

Monitor Representative III

Protection One Monitoring
08.2010 - 09.2013

Some College (No Degree) -

Irvine Valley College

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Ornett Small