Porschea Shaw
Euless,TX
Summary
Results-oriented professional with a comprehensive background in customer service and debt collections. Proven ability to build and maintain strong client relationships, resolve complex issues, and manage accounts receivable with a focus on efficiency and positive outcomes. Proficient in leveraging communication and negotiation skills to achieve collection targets while ensuring customer satisfaction and adherence to regulatory standards. Skilled in data analysis and strategic planning to optimize departmental performance.
Fair Revenue Officer bringing 5 years of research and mathematics experience combined with the knowledge of business organization and commercial practices. Keen understanding of investigative techniques and methods with skills in delinquent collection.
Overview
7
7
years of professional experience
Work History
DFW Finance Revenue Specialist
DFW Airport
03.2024 - Current
- Manages and reconciles diverse revenue streams, including parking, concessions, ground transportation, and airline fees, to ensure accurate and timely financial reporting.
- Prepares and issues monthly invoices for airport tenants and service providers, resolving billing discrepancies and handling payment inquiries to maintain positive client relationships.
- Analyzes daily revenue data to identify trends, variances, and opportunities for optimization, contributing to improved financial forecasting and strategic planning.
- Collaborates with finance, operations, and IT departments to streamline revenue collection processes and integrate new payment technologies.
- Conducts regular audits of financial records and transactions to ensure strict compliance with internal policies and government regulations.
Customer Support Representative
Mr. Cooper
10.2021 - 01.2023
- Managed and resolved a high volume of complex customer issues, de-escalating conflicts and offering solutions to ensure a positive customer experience and account retention.
- Collaborated closely with loan officers, underwriters, and processors to facilitate the flow of information and expedite the resolution of loan application discrepancies.
- Maintained strict compliance with industry regulations, including RESPA and TILA, while handling confidential financial information with the utmost discretion and accuracy.
- Accurately documented and updated customer account information and communications in the CRM system, ensuring a complete and auditable record of all interactions.
- Guided customers through the online portal and mobile app, providing technical assistance and enhancing their ability to independently manage their mortgage accounts.
Collections Agent
Santander Consumer
04.2019 - 11.2020
- Proactively contacted customers with delinquent accounts to negotiate and establish payment plans that align with company policy and financial regulations.
- Utilized skip tracing tools and databases to locate and contact customers with outdated information, successfully re-establishing communication to resolve past-due balances.
- Meticulously documented all customer interactions, payment arrangements, and account activities in the collections management system to ensure a clear and auditable record.
- Maintained strict adherence to all relevant state and federal collections laws, including the Fair Debt Collection Practices Act (FDCPA), to protect both the company and the consumer.
- Collaborated with repossession agents, legal departments, and external vendors to manage the end-to-end process for accounts requiring escalated action.
- Provided professional and empathetic support to customers, guiding them through payment options and financial resources to help them meet their obligations and avoid further delinquency.
Education
High School Diploma - Texas
Dunbar High School
Fort Worth, TX05.2001
Skills
- Data Entry and Management, Troubleshooting and Technical Support, Ticket Management Systems, Multichannel Communication, Typing Speed and Accuracy; Conflict Resolution, Adaptability and Flexibility:
- Data analytics
- Client relations
- Computer proficiency
- Follow-up skills
Timeline
DFW Finance Revenue Specialist
DFW Airport
03.2024 - Current
Customer Support Representative
Mr. Cooper
10.2021 - 01.2023
Collections Agent
Santander Consumer
04.2019 - 11.2020
High School Diploma - Texas
Dunbar High School