SHAMEKA BRANTLEY
Orange Park,FL
Summary
Self-starter with excellent communication and organizational skills, possessing a high degree of professionalism, high level of energy, initiative, flexibility, able to prioritize tasks in a fast-paced environment, strong follow-up skills and able to work with little to no supervision.
Overview
14
14
years of professional experience
Work History
HR OP Senior Collections Specialist
NEMOURS CHILDREN’S HEALTH
Jacksonville, Florida
12.2022 - 06.2025
- Drafted correspondence for overdue account notifications and other related communication.
- Performed periodic audits of existing accounts receivable data sets.
- Provided guidance and training to junior staff members in the Collections Department.
- Implemented strategies for improving workflow processes within the department.
- Developed strategies for reducing overall delinquency rate across portfolios.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
Collector III
VYSTAR CREDIT UNION
Jacksonville, FL
06.2021 - 12.2022
- Co-manages the front-end portfolio of the Indirect Secured product which averages $200 million in value and about 8,000 accounts monthly with up to two peers
- Is trusted to manage the highest balance, largest-exposure accounts of this portfolio to ensure members receive excellent service and that Member Solutions metrics are attained
- Reduces delinquency by negotiating, servicing loans, and submitting accounts for modification review
- Effectively utilizes knowledge and VyStar network such as State National, Consumer Loan Modifications, Asset and Loss Mitigation, and Contact Center to facilitate collections activities
Collections Specialist
ALLY FINANCIAL
Jacksonville, FL
11.2019 - 06.2021
- Monitored accounts and reports to determine collection activity and collect monies from members.
- Resolved customer billing problems by encouraging timely payments, which reduced the number of accounts receivable.
- Exercised knowledge of collection laws and regulations.
Accounts Receivable Specialist
DITECH FINANCIAL LLC
Jacksonville, FL
12.2016 - 11.2019
- Contacted clients and discuss their overdue payments, setup payments arrangements.
- Consistently maintained monthly individual and team based targeted performance goals.
- Determined and applied specific verification and investigate procedures to be used in the processing of client’s information.
- Accessed various systems to locate client, submit accounts to skip trace team for further review.
Account Receivable Agent
STELLAR RECOVERY
Jacksonville, FL
09.2014 - 12.2016
- Attempted to collect payments on overdue bills, informed customers of their debt and various options for repayment.
- Excellent knowledge of billing procedures.
- Use sound decision-making and discretion in making decisions that mitigate corporate risk.
Customer Care Specialist- Sales and Service
HUMANA INSURANCE
Jacksonville, FL
12.2012 - 09.2014
- Contacted pharmacist and doctors in regard to refiling members prescriptions.
- Provided non-members and members information about Humana’s products and services.
- Identified and assess customers’ needs to achieve satisfaction.
- Provided accurate, valid and complete information by using the right methods/tools.
- Exercised knowledge of Medicare and Medicaid Insurance.
- Implemented solutions that streamlined communication between departments, fostering teamwork.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients to reach sales targets.
Customer Solutions- Sales/ Service
Sears/Kmart
Jacksonville, IL
01.2011 - 03.2014
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Utilized point-of-sale systems to process transactions efficiently and accurately.
- Trained new sales associates on company policies, product features, and customer service techniques.
- Managed returns, exchanges and refunds in accordance with store policy.
- Demonstrated excellent customer service skills, addressing concerns promptly and professionally.
- Resolved complex customer issues through effective communication and problem-solving techniques.
Education
Diploma -
William M. Raines High School
Jacksonville, Florida06-2010
Skills
- Collections management
- Accounts receivable
- Customer communication
- Negotiation techniques
- Training and mentoring
- Problem solving
- Delinquency reduction
- Skip tracing
- Portfolio management
- Collection strategy
- Payment processing
- Performance tracking
- Product and service knowledge
- Customer service
- Customer relationship building
- Customer relations
- Complex Problem-solving
- Sales strategy development
Timeline
HR OP Senior Collections Specialist
NEMOURS CHILDREN’S HEALTH
12.2022 - 06.2025
Collector III
VYSTAR CREDIT UNION
06.2021 - 12.2022
Collections Specialist
ALLY FINANCIAL
11.2019 - 06.2021
Accounts Receivable Specialist
DITECH FINANCIAL LLC
12.2016 - 11.2019
Account Receivable Agent
STELLAR RECOVERY
09.2014 - 12.2016
Customer Care Specialist- Sales and Service
HUMANA INSURANCE
12.2012 - 09.2014
Customer Solutions- Sales/ Service
Sears/Kmart
01.2011 - 03.2014
Diploma -
William M. Raines High School