Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Summers

Stephens City,VA

Summary

Dedicated in delinquency control, skillful at persuading members and negotiating payments in a timely manner. Knowledgeable with extensive experience in the customer service arena. Motivated to maintain member satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Exceptional interpersonal and problem-solving abilities with analytical thinking. Personable team player, fast learner and committed to continuous, self-directed learning. Organized and dependable candidate, great at managing multiple priorities with a positive attitude.

Overview

14
14
years of professional experience

Work History

Delinquency Control Counselor

TEK System- Navy Federal Credit Union
09.2023 - Current
  • Achieve successful payment resolutions by negotiating payment arrangements with members and meet realistic timeframes.
  • Use probing techniques to determine reason for delinquency.
  • Streamline collections process for increased efficiency and timely followups.
  • Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
  • Delivered exceptional member service on collection calls and maintain calm and professional demeanor.
  • Document collections system of members payment interactions and account statuses for future reference.
  • Contact members to discuss past-due accounts and negotiate payment plans.
  • Respond to member inquiries and provide detailed account information.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.


Design Estimator

Annandale Millwork Alled Sys
09.2022 - 09.2023
  • Prepared estimates used by management for purposes such as planning, organizing and scheduling work.
  • Managed multiple projects simultaneously through project pipeline from conception to award.
  • Provided accurate estimates by defining scope, timelines, potential setbacks and limitations.
  • Utilized cost estimation systems to document project information, create estimates and revise project costs to reflect current data.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained privacy and confidentiality of all information for existing and prospective clients to protect personal and business interests.
  • Reduced estimating turnaround time through the implementation of automated tools and software programs.

Mortgage Loan Officer Assistant

Aston Carter - Navy Federal Credit Union
06.2022 - 09.2022
  • Verified credit histories, resident history and employment backgrounds for each applicant.
  • Assembled important paperwork and disclosures for borrower.
  • Worked with underwriters to fix application problems and resolve issues.
  • Supported loan processing by compiling Member documentation such as credit reports, employment verifications and financial history paperwork.
  • Worked with Members to obtain missing details and verify information. Monitor key dates to obtain information by deadlines.
  • Documented borrower's information in loan processing system and resolved any discrepancies

Design Estimator

Annandale Millwork Alled Sys
07.2021 - 06.2022
  • Managed bid calendar and documentation collection within business systems.
  • Prepared estimates used by management for purposes such as planning, organizing and scheduling work.
  • Utilized cost estimation systems to document project information, create estimates and revise project costs to reflect current data.
  • Coordinated with architects, engineers, contractors, subcontractors for seamless communication regarding project specifications.
  • Contributed to successful project completion by closely monitoring progress, updating budgets, and identifying potential risks or delays early on.

Sales Support Inside Sales Rep

American Woodmark
08.2018 - 05.2020


  • Collaborate with various departments and Outside Sales to determine store strategies, close sales and provide best service possible.
  • Support Field Sales through Sales Support, aiding with replacement issues, returns, keying orders in OBS, and answering any product questions.
  • Performed data entry for sales figures, metrics and other customer data.
  • Building and maintaining strong sales relationships with Distributors while promoting healthy product mix with frequent interaction and follow through Follow up on New Leads.
  • Generate quotes for bids, Implement sales strategies for major projects & multi -develops.
  • Provide interactive support creating 20/20 kitchen designs to meet or exceed Distributors needs.
  • Analyze then summarize competitor's information along with their trends to identify sales opportunities

Customer Service Representative

American Woodmark
05.2010 - 08.2018
  • Answered constant flow of customer calls with minimal wait times achieving high satisfaction through proactive one-call resolutions responding proactively & positively.
  • Processed replacement orders, returns and assistance customers, paying attention to special needs or wants.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Associate of Arts & Science -

Lord Fairfax Community College
Middletown, VA

Academic Diploma -

John Handley High School
Winchester, VA
1994

Skills

  • Excellent Written and Verbal Communication
  • Adaptable and Flexible
  • Telephone Etiquette
  • Banking
  • Debt Negotiation
  • Fair Debt Practices
  • Analytical Skills
  • Attention to Detail
  • Active Listening Abilities
  • Payment Arrangement & Processing
  • Empathy and Understanding
  • Computer Proficiency
  • Payment History Research

Timeline

Delinquency Control Counselor

TEK System- Navy Federal Credit Union
09.2023 - Current

Design Estimator

Annandale Millwork Alled Sys
09.2022 - 09.2023

Mortgage Loan Officer Assistant

Aston Carter - Navy Federal Credit Union
06.2022 - 09.2022

Design Estimator

Annandale Millwork Alled Sys
07.2021 - 06.2022

Sales Support Inside Sales Rep

American Woodmark
08.2018 - 05.2020

Customer Service Representative

American Woodmark
05.2010 - 08.2018

Associate of Arts & Science -

Lord Fairfax Community College

Academic Diploma -

John Handley High School

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Rachel Summers