Rhanda Ferro Jackson
Los Angeles,CA
Summary
Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Talented Accounts Receivable Specialist with 26 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
20
20
years of professional experience
Work History
Collection Retention Specialist
Pacific Bell-Sbc-At&t
10.1994 - 04.2014
- Identified opportunities for process improvement within the collections related to collections activities.
- Ensured compliance with all applicable state and federal laws regarding debt collection practices.
- Processed refunds, returned checks, chargebacks, adjustments, and write-offs as required.
- Collaborated with internal departments to ensure timely resolution.
- Participated in training sessions related to new laws and regulations governing collections practices.
- Assisted in developing policies and procedures related to collections activities.
- Assisted with resolving customer disputes and implementing payment plans.
- Created strategies to reduce delinquency by contacting customers in a timely manner.
- Developed procedures for reviewing and collecting delinquent accounts.
- Assisted with developing policies and procedures for the collections team.
- Maintained accurate records of all collection activity in accordance with federal regulations.
- Reviewed customer accounts to identify potential areas of improvement in the collections process.
- Advised customers of necessary actions and strategies for debt repayment.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Used variety of automated systems to locate and monitor overdue accounts.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Performed regular reviews of assigned accounts to ensure compliance with company policy.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Maintained detailed records of all collection activity in accordance with company policies and procedures.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
- Analyzed customer financial information and determined appropriate payment plans.
- Wrote appeal letters to insurance companies for denial of claims.
- Reviewed accounts and negotiated repayment plans for customer.
- Sent written notices to customers regarding outstanding balances or delinquencies.
- Ensured compliance with federal, state, and local regulations in collections activities.
- Trained new team members on company policies and procedures.
- Collaborated with team members to achieve monthly collection targets.
- Monitored overdue accounts to identify potential collection issues.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Maintained accurate records of customer communications and transactions.
- Fostered positive relationships with clients while maintaining professionalism during collections process.
Education
Some College (No Degree) - Child Care Services Management
West Los Angeles College
Culver City, CASome College (No Degree) - Licensed Foster Family & Respite Care
Los Angeles Southwest College
Los Angeles, CASkills
- Client Relationship Building
- Debt Negotiation
- Payment Arrangement
- Account Management
- Business Correspondence Writing
- Client Relations
- Payment Acceptance
- Negotiation
- Collections best practices
- Stress Tolerance
- Call center background
- Customer research
- Following conversation scripts
- Adjustment posting
- Payment Processing
- Automated Account Review
- Customer Relationship Management
- Team building
- Managing Delinquent Accounts
- Billing dispute resolution
- Delinquent Account Notification
- Excellent Communication
- Payment Solicitation
- Updating Customer Accounts
- Payment Scheduling
- Problem-solving aptitude
- Self Motivation
- Bill processing
- Pleasant Telephone Demeanor
- Payment management
- Time Management
- Quality Standards Compliance
- Reliability
- Adaptability
- Conflict Resolution
- Problem-Solving
Timeline
Collection Retention Specialist
Pacific Bell-Sbc-At&t
10.1994 - 04.2014
Some College (No Degree) - Child Care Services Management
West Los Angeles College
Some College (No Degree) - Licensed Foster Family & Respite Care
Los Angeles Southwest College
Similar Profiles
Jason KoutzJason Koutz
Outside Plant Technician/Lineman at Pacific Bell / SBC / AT&TOutside Plant Technician/Lineman at Pacific Bell / SBC / AT&T
Roland HammorkRoland Hammork
Director of Gas Technical Training at Pacific Gas & ElectricDirector of Gas Technical Training at Pacific Gas & Electric
Matthew PetersMatthew Peters
Area Coach at Taco Bell (Pacific Bells, Inc.)Area Coach at Taco Bell (Pacific Bells, Inc.)
Steve SobelSteve Sobel
VP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global GroupVP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global Group
IRIS LOPEZIRIS LOPEZ
Senior Improvement Coach at CORE DistrictsSenior Improvement Coach at CORE Districts