Patra Johnson
Lewisville
Summary
Detail-oriented Collections Specialist with expertise in effectively managing large portfolios of past-due accounts. Proven track record in developing customized payment plans and implementing strategies to maximize collection rates. Adept at resolving customer disputes and maintaining positive relationships to ensure successful debt recovery. Committed to providing exceptional service and achieving outstanding results in the field of collections.
Overview
10
10
years of professional experience
Work History
Collection Customer Service Representative
Selene Finance
Lewisville
06.2025 - Current
- Managed customer inquiries regarding account balances and payment options.
- Assisted customers in setting up payment plans and resolving billing issues.
- Documented all customer interactions in the company database accurately.
Collector 1
First US Community Credit Union
05.2024 - 06.2025
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
Item Processor
Golden One Credit Union
12.2023 - 05.2024
- Managed all incoming monetary forms of payments, ensuring accurate and timely processing
- Filed past deposited checks and provided members with information on available balances and any holds placed on accounts
- Electronically posted payments to accounts and managed the processing of returned or rejected items
- Maintained a high level of accuracy and attention to detail in handling financial transactions
- Collaborated with team members to streamline processes and improve efficiency in the item processing department
- Navigated complex client issues involving multiple parties with diplomacy and professionalism, resulting in satisfactory resolutions for all involved.
- Collaborated with team members to ensure seamless execution of daily item processing operations, resulting in improved productivity.
- Collected and documented cash, checks monetary transactions.
- Kept up-to-date on industry best practices related to item processing, incorporating this knowledge into daily work processes for optimal results.
- Processed deposits daily to safeguard funds.
Senior Contact Center Representative
Travis Credit Union
04.2022 - 12.2023
- Handled confidential calls and member escalation calls, demonstrating excellent customer service skills
- Assisted customers with a variety of banking issues and processed account-to-account transactions and transfers
- Managed a high volume of calls in a fast-paced inbound call center environment, showcasing strong multitasking abilities
- Navigated through multiple systems simultaneously to access and update customer information accurately
- Received recognition for maintaining a high level of service and professionalism while resolving customer inquiries
Insurance Agent
GEICO
10.2018 - 08.2022
- Assist customers by going over their current auto policies
- Discuss coverages and assure customers accurately understand their policy coverage
- Handle payments and other inquiries
Order Service Representative
QVC Call Center
12.2015 - 10.2018
- Assist customers over the phone by placing orders and handling policy requests
- Answer any questions customers may have about their account, current packages, and past orders
Education
High school diploma -
Landstown High School
Virginia Beach, VASkills
- Safety procedures
- Call center experience
- Assertiveness
- Customer research
- Repayment plan structuring
- Account analysis
- Skip tracing
- Proficiency in Epic, Symitar, Syngery, Word
- Payment schedules
- Collections processing
Timeline
Collection Customer Service Representative
Selene Finance
06.2025 - Current
Collector 1
First US Community Credit Union
05.2024 - 06.2025
Item Processor
Golden One Credit Union
12.2023 - 05.2024
Senior Contact Center Representative
Travis Credit Union
04.2022 - 12.2023
Insurance Agent
GEICO
10.2018 - 08.2022
Order Service Representative
QVC Call Center
12.2015 - 10.2018
High school diploma -
Landstown High School