Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rockesha Mikes

Fort Worth,TX

Summary

Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Hardworking and passionate job seeker with strong organizational skills eager to secure Claims Representative position. Ready to help team achieve company goals.

Overview

14
14
years of professional experience

Work History

Funding Analyst

Santander
North Richland Hills, TX
06.2020 - Current
  • Manage customer files with limited supervision while using my analytical skills to accurately review verifications, data and calculations
  • Provide world class customer service thru daily interactions with both internal and external customers
  • Utilize creative skills to provide one call resolution while adhering to state and federal regulations.

Collections Rep

Flagship Credit Acceptance
Irving, TX
03.2017 - 02.2020
  • Work in a blended environment making and accepting calls from customers to obtain
  • Payments to help bring accounts back on track by setting up a cure plan
  • Determine reasons for delinquency, as well as update and document Demographic information
  • Maintain a Professional and Positive attitude while adhering to FDCPA guidelines to keep customer information confidential
  • Utilize skip tools to locate customers and collateral
  • Utilize problem solving skills and negotiation tools to obtain payments and assist with special situations.

Loss Mitigation Supervisor

Innovate Loan Servicing
Fort Worth, TX
06.2013 - 03.2017
  • Manage a team of 15+ collectors that work manually collecting on past due auto loans that are 91 + day past due, or charged off and a specialty team that includes insurance, impounds, and Bankruptcy
  • Create strategies for day to day operations to help reduce company losses
  • Review calls and accounts to make sure we are in compliance with FDCPA, company policies, and providing quality assurance on each contact
  • Provide representatives with proper training and tools needed to be successful at their job, thru one on one and group development on a consistent basis
  • Locate and sign up new repo agents, confirming valid license, insurance and negotiating fees
  • Assign accounts out for repossession and work with outside agencies to make sure they all info needed to secure units in an acceptable timeframe to minimize risk
  • Determine value on vehicles and thoroughly research issues to make best decision within company guidelines on how to move forward.

Collector I

Regional Acceptance
Arlington, TX
05.2011 - 04.2013
  • Provide an Excellent Client Experience by greeting and servicing Inbound and Outbound customers on their Auto loan
  • Verify demographic and insurance information
  • Make acceptable arrangements on past due auto loans to prevent repossession and reduce company losses
  • Authorize payments using checking, savings and debit card information
  • Skip trace accounts to locate good phone numbers and address information.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

Collections Account Manager

Drive Time
Irving, TX
02.2010 - 05.2011
  • Make manual outbound calls to past due auto loans to determine reasons for delinquency, and set up acceptable payment arrangements to prevent further action from taking place and help customer to start rebuilding their credit.

Customer Service Advisor

JPMorgan Chase
Arlington, TX
02.2008 - 02.2010
  • Work on a blended auto dialer, making outbound and taking inbound from customer regarding their credit card accounts
  • Verify demographic information and set up payment plans based on customer income/ debt ratios.

Education

Oscar Dean Wyatt High School
Fort Worth, TX

Skills

  • Relationship Building
  • Problem Solving
  • Timing Optimization
  • Microsoft Office
  • Document Management
  • Team Training and Mentoring

Timeline

Funding Analyst

Santander
06.2020 - Current

Collections Rep

Flagship Credit Acceptance
03.2017 - 02.2020

Loss Mitigation Supervisor

Innovate Loan Servicing
06.2013 - 03.2017

Collector I

Regional Acceptance
05.2011 - 04.2013

Collections Account Manager

Drive Time
02.2010 - 05.2011

Customer Service Advisor

JPMorgan Chase
02.2008 - 02.2010

Oscar Dean Wyatt High School

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Rockesha Mikes