Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Pei Chen

Herndon,VA

Summary

Accomplished Collections Agent with a proven track record at Northwest Federal Credit Union, adept in financial management and fostering client relationships. Excelled in goal orientation, surpassing monthly targets through effective account management and negotiation skills. Demonstrates exceptional leadership and risk management abilities, ensuring compliance and enhancing customer satisfaction.

Highly capable finance professional with solid background in loan origination and client management. Adept at navigating complex financial regulations while maintaining keen focus on client needs and satisfaction. Known for strong collaborative skills and results-driven approach, adapting seamlessly to dynamic environments. Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.

Overview

12
12
years of professional experience

Work History

Collections Agent

Northwest Federal Credit Union
01.2022 - Current
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.

Temp Call Center Representative

Northwest Federal Credit Union
10.2021 - 12.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered various software systems for efficient call navigation.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Team Lead

Wells Fargo
11.2019 - 06.2020
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

Teller

Wells Fargo
11.2018 - 12.2019
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.

Real Estate Agent

Long And Foster Realtors - Joyce Santiago Realtors
09.2016 - 04.2018
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Negotiated, facilitated, and managed real estate transactions.
  • Advertised client properties through websites, social media, and real estate guides.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.
  • Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
  • Presented purchase offers to sellers for consideration.
  • Successfully managed multiple offers for sellers, securing the best possible outcome in each situation.
  • Reviewed market research data and changed sales plans accordingly.

Manger on Duty

Estee Lauder
04.2013 - 08.2014
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
  • Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.

Education

Bussiness Marketing - Financial Management

George Mason University
Fairfax, VA
06.2014

Skills

  • Payment arrangement
  • Collections processing
  • Account management
  • Fair debt practices
  • Goal orientation
  • Outbound calling
  • Goals and performance
  • Credit and collections
  • Call center experience
  • Financial management
  • Risk management

Languages

Chinese (Mandarin)
Native or Bilingual

Timeline

Collections Agent

Northwest Federal Credit Union
01.2022 - Current

Temp Call Center Representative

Northwest Federal Credit Union
10.2021 - 12.2021

Team Lead

Wells Fargo
11.2019 - 06.2020

Teller

Wells Fargo
11.2018 - 12.2019

Real Estate Agent

Long And Foster Realtors - Joyce Santiago Realtors
09.2016 - 04.2018

Manger on Duty

Estee Lauder
04.2013 - 08.2014

Bussiness Marketing - Financial Management

George Mason University

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Pei Chen