Quaneisha Gunn
Phoenix,AZ
Summary
Professional Collection Specialist with proven track record in debt recovery and account management. Adept at negotiating payment plans, resolving disputes, and maintaining compliance with regulations. Strong focus on team collaboration and achieving results, consistently adaptable to changing needs. Skilled in communication, conflict resolution, and maintaining customer relationships.
Overview
18
18
years of professional experience
Work History
Customer service representative
Jackson Hewitt Taxes
03.2024 - Current
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Analyzed financial records to verify accuracy of tax returns.
- Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
Sr. Collections Representative / Customer Service representative
One Main Financial
03.2023 - 10.2024
- Developed comprehensive knowledge of industry regulations, ensuring compliance in all collections activities and communications.
- Resolved disputes diplomatically through skillful negotiations, preserving positive client relations while securing payments owed.
- Handles payments, assisted with payment plans and programs such as deferments, loan modifications, readjustments, and settlements.
- Worked various accounts that were in higher delinquency and at risk of charging off.
- Managed the team and handled all inquiries received
- Conducted up to 180 to 200 inbound and outbound calls per day.
- Assisted with talk-offs to help close deals.
- Knowledgeable with FDCPA regulations and policies.
Credit Card Operations - Specialist II - Remote (Contract)
Rose International/Union Bank
10.2021 - 10.2022
- Worked on credit card exception, process and uploaded documents to card profiles
- Reviewed documents from mortgage records to update card profiles
- Used tools such as Lexis, FileNet, and Mortgage FileNet
- Checked processing and remittances through various systems
- Worked on various projects pertaining to card profiles
- Cross-referenced multiple bank systems and perform data entry in support of remediating
- Entered Business Owner & Controlling Party (BOCP) information that was captured on paper application but was never entered into the bank's systems
- Manually looked up the converted credit card accounts information such as NAICS codes and occupation codes by using different Microsoft applications such as Excel, Access, Outlook, and Microsoft Teams
- Utilized systems such as, FDR Credit Card Rumba, Mainframe, Share Point
Charge Verifications and Card Replacement Specialist (Contract)
Amex/Eteam
12.2019 - 10.2021
- Made inbound and outbound calls on auto dialing system
- Authenticated members before disclosing information
- Spoke to Amex members about fraud concerns on high priority credit cards, verified specific charge attempts, confirmed charges made and verified fraud charges.
- Replaced credit cards on accounts with fraud detection.
- Confirmed location information on accounts
- Provided members with insight on the process of card replacement.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Collections Representative (Contract)
Santander Consumer USA Bank
03.2019 - 06.2019
- Counseled debtors on payment options and arranged installment agreements.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Closed out repos on accounts and added special handling of accounts upon payment received.
- Negotiated payments on delinquent accounts
- Setup VPN's on (volunteered repo's), adjusted account payments, and offered deferred payments to customers with hardship and temporary circumstances
- Captured complaints demographics on account, skip trace to find locations of the collateral and possible places of employment on customers.
Member Debt Solution Representative (Contract)
USAA Federal Savings Bank
07.2017 - 03.2019
- Collaborated with team members to resolve issues and identify appropriate issues for escalation
- Contacted members in the early stages of delinquency and across all USAA product lines through automated and manual outbound dialing; receives inbound collections and general servicing calls
- Negotiated satisfactory payment arrangements
- Completed required account verification, conducted account maintenance, and documented all contact and collection attempts in the system.
- In House Collection Dept for products collecting which included: home, equity lines of credit, home equity loans, consumer and personal loans, auto loans and credit cards from fifteen days to pre-charge off
Contractor Collector (Contract)
Wells Fargo
08.2015 - 01.2016
- Collected on business line credit cards, secured business cards, Visa business cards
- Conducted business to business accounts
- Conducted Inbound and Outbound calls
- Educated customers on account and secured payments on past due lines of credit.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Established long-term relationships with clients, resulting in increased repeat business.
Collection Division (Contract)
AVP For IQOR/Conn's Corporation
09.2013 - 08.2014
- Trained inexperienced Rep's on how to collect 1st party debts while managing 17 to 36 collectors
- Coached reps on call calibrations from monitored calls
- Attended daily meetings on Q/A reports
- Reviewed accounts sent to Supervisor's Que
- Made adjustments on account information
- Assisted in all calls that request Supervisor's approval
- Submitted hourly reports on money out and money in
- Conducted phone and face to face interviews
- Was in charge of hiring new agents
- Trained and taught how to properly close calls
- Assisted in account audits
- Ran daily contest for money in house
- Recorded timesheets
- Recorded terminations report to HR
Credit Advisor (Contract)
Target.Com
07.2011 - 08.2012
- Collections on Target Visa & RedCard, Advise Customer of Credit Marks
- Contacts members in the early stages of delinquency and across all Target product lines through automated and manual outbound dialing; receives inbound collections and general servicing calls
Legal Collector (Contract)
Axiant Law Offices
07.2008 - 03.2010
- Processed lawsuits and collect on delinquent accounts.
- Skipped tracing and assisted accounts on multiple accounts.
- Business to business collection
- Collected various loan types.
- Persuaded customers to pay their bill and organized payment plans.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Auto Finance Senior Collector (Contract)
JP Morgan Chase
06.2007 - 06.2008
- Collection on Custom, Prime, & Quality Loans, doing Auto Collections, Replevins, Door Knocks, Rdn, Intensity, calling every phone number every day
- Verify and update customer information on each call
- Setting up solid payment arrangements and following up on them, Consistent Skip Tracing
- Understanding the role and responsibilities within the business structure
- Identifying the two types of Chase Custom Finance customers
- LexisNexis used to find locating information
Education
GED -
Faramto, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Credit analysis
- Debt negotiation
- Credit and collections
- Financial statement analysis
- Risk evaluation
Timeline
Customer service representative
Jackson Hewitt Taxes
03.2024 - Current
Sr. Collections Representative / Customer Service representative
One Main Financial
03.2023 - 10.2024
Credit Card Operations - Specialist II - Remote (Contract)
Rose International/Union Bank
10.2021 - 10.2022
Charge Verifications and Card Replacement Specialist (Contract)
Amex/Eteam
12.2019 - 10.2021
Collections Representative (Contract)
Santander Consumer USA Bank
03.2019 - 06.2019
Member Debt Solution Representative (Contract)
USAA Federal Savings Bank
07.2017 - 03.2019
Contractor Collector (Contract)
Wells Fargo
08.2015 - 01.2016
Collection Division (Contract)
AVP For IQOR/Conn's Corporation
09.2013 - 08.2014
Credit Advisor (Contract)
Target.Com
07.2011 - 08.2012
Legal Collector (Contract)
Axiant Law Offices
07.2008 - 03.2010
Auto Finance Senior Collector (Contract)
JP Morgan Chase
06.2007 - 06.2008
GED -
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