Summary
Work History
Education
Skills
Languages
Timeline
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Raven Thomas

Oklahoma City ,Oklahoma

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Work History

Customer Service Advocate

Metlife
Remote
01 2018 - 04 2020
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Developed comprehensive knowledge of company products and services to provide accurate information to customers.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Debt Collection Specialist

Regional Finance
Remote
05 2021 - Current
  • Increased recovered funds by initiating skip tracing efforts when locating hard-to-find debtors proved challenging.
  • Expedited payment arrangements with debtors using persuasive techniques while treating them fairly and respectfully.
  • Advised clients on best practices for managing their accounts receivable portfolio to minimize future delinquencies effectively.
  • Protected company reputation by handling sensitive information with discretion and adhering to confidentiality policies.
  • Maintained accurate and up-to-date records in collection management systems, ensuring efficient tracking and reporting of account statuses.
  • Improved cash flow for clients by successfully collecting overdue payments and reducing accounts receivable aging.
  • Promoted a positive work environment through teamwork, collaboration, and ongoing training for fellow collection specialists.
  • Decreased delinquency rates through consistent follow-ups, negotiation skills, and timely resolution of disputes.
  • Evaluated debtor financial situations, offering customized payment plans based on individual circumstances, ultimately improving repayment rates.
  • Collected on delinquent accounts to reduce overdue balances.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Documented customer payment interactions and account statuses for future reference.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Researched billing errors and discrepancies to initiate corrective action.

Education

Certificate - Accounting

DeVry University
08.2026

Skills

  • Call center experience
  • Accurate payment posting
  • MS Office
  • Organization and Time Management
  • Flexible and Adaptable
  • Interpersonal Communication
  • Teambuilding
  • Multitasking Abilities
  • Critical Thinking
  • Dependable and Responsible
  • Analytical and Critical Thinking
  • Attention to Detail
  • Problem-Solving
  • Active Listening

Languages

English
Full Professional

Timeline

Customer Service Advocate

Metlife
01 2018 - 04 2020

Debt Collection Specialist

Regional Finance
05 2021 - Current

Certificate - Accounting

DeVry University

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Raven Thomas