Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Quincy Long

OKLAHOMA CITY

Summary

Dynamic professional with a proven track record in collections and customer service, notably at Midland Mortgage Corp. Excelled in negotiation and resolution, enhancing customer satisfaction and debt recovery. Skilled in payment arrangement and active listening, consistently achieving goals in high-pressure environments. Demonstrates a keen attention to detail and a commitment to regulatory compliance.

Overview

21
21
years of professional experience

Work History

Collections Agent, Foreclosure, Loss Mitigation

Midland Mortgage Corp.
10.2020 - Current
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Insurance Agent

The Hartford Insurance Group
05.2016 - 07.2020
  • Educated clients on insurance policies and procedures.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.

Technical Support Assistant

Sprint Nextel Corporation
01.2008 - 10.2014
  • Installed, configured, tested and maintained operating systems, application software, and system management tools remotely.
  • Utilized strong problem-solving skills to troubleshoot hardware, software, and network connectivity issues effectively.
  • Improved customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Handled high volumes of incoming calls professionally while maintaining a calm demeanor under pressure.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Navigated multiple systems simultaneously during customer interactions, ensuring accurate information was provided at all times.
  • Implemented feedback from customers to improve internal knowledge base articles and FAQs.

Billing Specialist

Convergys
07.2004 - 08.2006
  • Processed payment via telephone with focus on accuracy and efficiency.
  • Handled customer inquiries by providing clear explanations of charges and payment options.
  • Responded to customer concerns and questions on daily basis.
  • Provided information regarding outstanding balances.

Education

High School Diploma -

Del City High School
Oklahoma City, OK

Skills

  • Collections
  • Payment arrangement
  • Delinquent account management
  • Repayment plan structuring
  • Fair debt practices
  • Outbound calling
  • Call center experience
  • Sales experience
  • Active listening
  • Payment plan coordination
  • Mortgage banking and analysis
  • Following conversation scripts
  • Attention to detail
  • Payment processing
  • Clear communication
  • Negotiation and resolution

Accomplishments

  • Consistently earns internal high-quality scores
  • Consistently earns lowest average handle time.

Languages

English
Full Professional

Timeline

Collections Agent, Foreclosure, Loss Mitigation

Midland Mortgage Corp.
10.2020 - Current

Insurance Agent

The Hartford Insurance Group
05.2016 - 07.2020

Technical Support Assistant

Sprint Nextel Corporation
01.2008 - 10.2014

Billing Specialist

Convergys
07.2004 - 08.2006

High School Diploma -

Del City High School

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Quincy Long