Pamela Davis
Hartland
Summary
Goal-oriented Collection Customer Service Representative with expertise in problem-solving and active listening. Proven ability to develop effective debt recovery strategies while fostering positive customer relationships.
Overview
21
21
years of professional experience
Work History
Collection Customer Service Representative
GM Financial Services
Arlington, TX
08.2004 - 11.2025
- Managed inbound and outbound communications, addressing customer inquiries and resolving account issues.
- Developed strategies for effective debt recovery while maintaining positive customer relationships.
- Trained new employees on company policies, procedures, and best practices in customer service.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Collection Team Lead InTraining
GM Financial
Arlington, TX
01.2017 - 06.2017
- Analyzed data trends to identify opportunities for process improvements in collections strategy.
- Mentored staff on best practices in customer interactions and conflict resolution.
- Led collections team, ensuring adherence to compliance and company policies.
- Streamlined collection processes, improving efficiency in account resolution workflows.
- Maintained compliance with industry regulations, ensuring appropriate documentation of all collection activities.
- Developed training programs to improve staff performance and adherence to compliance standards.
- Led collections team to enhance recovery rates and minimize delinquency across portfolios.
- Implemented best practices that improved overall efficiency of collections operations.
- Monitored key performance indicators to assess effectiveness of collection strategies and initiatives.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Processed payments and applied to customer balances.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
High School Diploma - Professional Development
Southern University
LA05-1987
Skills
- Goal oriented
- Stress tolerance
- Skip tracing
- Assertiveness
- Patience and persistence
- Teamwork
- Customer service
- Time management
- Problem-solving abilities
- Multitasking
- Updating customer accounts
- Multitasking Abilities
- Reliability
- Active listening
Timeline
Collection Team Lead InTraining
GM Financial
01.2017 - 06.2017
Collection Customer Service Representative
GM Financial Services
08.2004 - 11.2025
High School Diploma - Professional Development
Southern University