Rontanika Ferguson
Riverside,CA
Summary
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.
Overview
15
15
years of professional experience
Work History
Member Service Collections Specialist
Wells Fargo & Company
San Bernardino, CA
10.2010 - 10.2023
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Collections
Bank of America
Brea, CA
11.2008 - 10.2010
- Negotiated payment arrangements with customers who were past due on their accounts.
- Conducted skip tracing to locate missing customers with overdue accounts.
- Reviewed credit applications and approved or denied them based on established criteria.
- Assisted customers with inquiries regarding billing statements and account status.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Verified customer account balances and processed payments accordingly.
- Managed customer accounts by obtaining payment information and updating records.
- Researched delinquent accounts to identify sources of delinquency, such as late payments or insufficient funds.
- Maintained accurate records of all collection activities in the system database.
- Drafted letters to debtors informing them of their delinquent status.
- Filed legal documents such as court summonses and liens against delinquent debtors.
Education
High School Diploma -
Jordan High School
Long Beach, CA06-1998
Skills
- Call Center Operations
- Product Promotion
- Outbound calls
- Customer Engagement
- Workflow Management
- Complaint Handling
- Relationship Building
- Complaints Management
- Member relations
- Policy understanding
- Customer Service
- Regulatory Compliance
- Quality Control
- Call Documentation
- De-Escalation Techniques
- Team building
- Transaction Processing
- Time Management
- Active Listening
- Remote Office Availability
- Microsoft Office expertise
- Computer Skills
- Inbound and Outbound Calling
- Problem Resolution
- Understanding Customer Needs
- Complaint Investigation
- Microsoft Exchange
- Multitasking
- Quality Assurance Controls
- Policies and Procedures Adherence
Accomplishments
Achieved consistent weekly call volume of 200 + Members , Achieved a 98% member services satisfaction score consistently over a year. Resolved 90% of members complaints within the first call improving first-call resolution rates, Reduced average call handling time by 15% without compromising on service quality, Perfect attention awards, 100% quality monitoring award, (CSAT) customer satisfaction survey award top performer's luncheon with directors/managers.
Timeline
Member Service Collections Specialist
Wells Fargo & Company
10.2010 - 10.2023
Collections
Bank of America
11.2008 - 10.2010
High School Diploma -
Jordan High School
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