Pearl Ellis
Graham,NC
Summary
Experienced collections professional with a proven track record of over 10 years in high call volume centers. Skilled in providing exceptional customer support and resolving issues related to loan repayment. Seeking a collections position with an organization that values expertise and offers growth opportunities. Committed to utilizing skills to contribute as a valuable asset to the employer.
Overview
24
24
years of professional experience
Work History
Administrative Assistant
University of Utah Hospital
12.2022 - 12.2024
- Assists department with business planning and goal setting
- Supports team members and participate in activities to help build a high-performance team
- Schedules, plans and coordinates work actions of support staff
- Collects, organizes and analyzes data for specialized reports
- Assists with the implementation of department and University policies and procedures
- Provides administrative support to upper-level department management by scheduling appointments, coordinating meetings and conferences
- Demonstrates human relations and effective written and verbal communication skills when responding to crisis situations
- Facilitates triage decisions regarding staff referrals
- Demonstrates flexibility in areas such as job duties and schedule to aid in better serving staff and vendors
- Leads activities to help build staff morale
- Assisted coworkers and staff members with special tasks on daily basis.
COMPLIANCE AGENT II
Office of Recovery Services
12.2020 - 12.2022
- Entered customers sensitive and confidential information into various data bases with a high degree of accuracy
- Using tact and a professional demeanor to work with various segments of the population to collect on outstanding child support debt
- Developing and maintaining effective and efficient communication with the borrower, third party references, employers, other agents
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
SR. Collections Agent
University Federal Credit Union
09.2019 - 12.2020
- Utilized skip trace software to locate members to repossess vehicles
- Collected on accounts in different stages of delinquency
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
Medical Support Assistant
Dept of Veterans Affairs
11.2018 - 09.2019
- Scheduling, canceling, re-scheduling patient's appointments and/or consults
- Routinely communicates with physicians, case managers and other allied health professional staff using sound interpersonal skills
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Used VistA software to maintain and record patient data and generate reports.
Account Resolution Assistant III
Utah Higher Education Assistance Authority
03.2008 - 11.2018
- Encouraged and counseled clients on maintaining financial stability through effective account management
- Applied knowledge of collections to help customers develop effective programs for meeting payment schedule agreements
- Consulted credit, employment, and other references when unable to locate borrower
- Maintained workloads by prioritizing to meet month end deadlines
- Referencing materials (policies, procedures, web sites) that are not completely applicable to some of the work due to the constantly evolving student loan industry
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Trained and supervised employees on office policies and procedures.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Increased customer service success rates by quickly resolving issues.
- Performed wide-ranging administrative, financial and service-related functions.
Collections Specialist
Discover Card
05.2001 - 06.2007
- Addressing customer complaints in a sensitive manner while following policies and procedures
- Collected back and front-end accounts
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Certification of Completion - Office Clerk
Salt Lake Community College
Salt Lake City, UT02.2008
Skills
- Managing High-Volume Calls
- Proficient in Independent Work
- Detail-Oriented Data Input
- Exceptional Customer Support
- Email Correspondence Management
- Experience with Operating Systems
- Skilled in Creating Presentations
- Prioritization and Scheduling
- Strong Time Management
- Safeguarding Personal Information
- Strong Interpersonal Skills
- Employee Onboarding
Timeline
Administrative Assistant
University of Utah Hospital
12.2022 - 12.2024
COMPLIANCE AGENT II
Office of Recovery Services
12.2020 - 12.2022
SR. Collections Agent
University Federal Credit Union
09.2019 - 12.2020
Medical Support Assistant
Dept of Veterans Affairs
11.2018 - 09.2019
Account Resolution Assistant III
Utah Higher Education Assistance Authority
03.2008 - 11.2018
Collections Specialist
Discover Card
05.2001 - 06.2007
Certification of Completion - Office Clerk
Salt Lake Community College
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