Roshonda Johnson
Fort Worth,TX
Summary
To join an established and growing company at a challenging and rewarding position as a collection/customer agent which will allow me to utilize my multilingual skills seeking position with career growth potential.
Highly creative energetic and proactive leader with strong communication and interpersonal skills. Ability to adopt to dynamic work environment and day to day operations keen eye for attention to detail. Cultivating positive working relationships with team members.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Mr. Cooper/ Agility360
05.2022 - Current
- Managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction
Customer Service Representative/default counselor
PennyMac Loan Services, LLC
10.2021 - 04.2022
- Receive calls through an inbound queue or outbound call campaign to assist customers with resolving their early stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable
- Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
- Effectively service, resolve and document escalated customer issues
- Manage self-follow-ups to ensure that they are addressed in a timely manner
- Interface and coordinate with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation and Customer Service
SR. Representative Recovery & Reinstatement agent
Exeter Finance LLC
08.2019 - 03.2022
- Responsible for day-to-day operations of the company's business units
- Provides recovery and collection efforts on charged-off accounts and reinstatements
- Handles incoming calls related to recovery accounts to minimize losses
- Send out releases to vendors and processes incoming emails requests pertaining to redemptions
Auto collection-Mid Range
Adecco
09.2018 - 04.2019
- Perform collection calls on assigned accounts in my queue
- Following all rules and regulations of Fair Debt Collection Act
- Handled accounts Delinquent 29 days to 69 days past due
- Negotiate repayment terms with customers advise Of their responsibilities under terms of the contract
- Use the skip tracing technique within FDCPA Guidelines
- Auto dialer consent
Collections Representative-Mid-Range/Back-End
Flagship Credit Acceptance
03.2014 - 10.2018
- Handle a high influx of in-bound calls pertaining to the reconciliation and collection of delinquent accounts
- Past due 39 days to 79 days
- Performed skip-tracing techniques to locate consumers to collect debt
- Confirmed account information and securing payment arrangements
- Performed consistently to meet performance standards set by the department
- Ensured adherence to the Fair Debt Collections Practices Act and other compliance regulations, and Security
- Auto dialer consent
Collections Representative-mid range/back-end
Portfolio Loan Company
01.2011 - 03.2014
- Located and notified customers of delinquent accounts by phone and mail
- Contacted customers with delinquent loan payments
- Effectively communicated and negotiated with debtors to expedite the recovery process
- Updated the customer record with new information, and record
Collections Representative
WageWorks
06.2008 - 01.2011
- Performed collections calls on assigned accounts in their work queue, predictive dialer, and inbounds calls
- Evaluated accounts and recommended appropriate action throughout the collection cycle
- Achieved monthly collection goals
- Documented all collections attempts accurately and truthfully
- Demonstrate effective questioning/listening when speaking customers and third parties
Order Puller
Hagger clo.
06.2003 - 08.2005
- Picking orders with voice picker
- Labelling cases also working the assembly line
Education
High school or equivalent -
Theresa B Lee Academy
Fort Worth, TX01.2003
Skills
- Collections
- CREDIT
- Delinquent accounts
- Excel
- MS Office
- Order picking
- Shipping & receiving
Certification
Driver's License
Timeline
Customer Service Representative
Mr. Cooper/ Agility360
05.2022 - Current
Customer Service Representative/default counselor
PennyMac Loan Services, LLC
10.2021 - 04.2022
SR. Representative Recovery & Reinstatement agent
Exeter Finance LLC
08.2019 - 03.2022
Auto collection-Mid Range
Adecco
09.2018 - 04.2019
Collections Representative-Mid-Range/Back-End
Flagship Credit Acceptance
03.2014 - 10.2018
Collections Representative-mid range/back-end
Portfolio Loan Company
01.2011 - 03.2014
Collections Representative
WageWorks
06.2008 - 01.2011
Order Puller
Hagger clo.
06.2003 - 08.2005
High school or equivalent -
Theresa B Lee Academy
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