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Patricia Hayden
Senior Credits Specialist II
Mesa,AZ
Summary
Skilled Senior Collections Specialist offering 20+ years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives. Professional collections representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
1
1
year of post-secondary education
16
16
years of professional experience
Work History
Collections Specialist II
JP Morgan Chase
Tempe, AZ
06.2009 - 07.2021
- Achieved performance goals on consistent basis managing over 50-60 inbound calls per day collecting payments and reducing company losses.
- Used probing techniques to determine debtors' reasons for past due invoices.
- Counseled debtors on payment options and risk of further delinquency.
- Utilized skip tracing techniques provided by company to locate debtors.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
BUSINESS COLLECTIONS REPRESENTATIVE
SYNTER RESOURCE GROUP
CHARLESTON, SC
02.2005 - 12.2008
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Set up drafts and processed immediate payments.
- Displayed absolute discretion at handling confidential information.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Education
High School Diploma -
Lindenhurst High School
Lindenhurst, New York 09.1974 - 06.1975
Skills
Bookkeeping
New hire training
History research
Persuasion techniques
Finance
Call center experience
Collections
Accurate payment posting
Cash application
Issue investigation
Collections Procedures
Credit and collections
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins