Shanda Johnson
Spring,TX
Summary
Experienced Collections Specialist bringing 20+ years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
9
9
years of professional experience
Work History
Sr. Collections Specialist
Target
Tempe, AZ
07.2019 - Current
- Works remotely
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and contracts on accounts.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Handled 100-200 outbound and inbound calls daily with goal of collecting owed debt
Customer Service Representative
Areotek Staffing/ BB&T Bank
Tempe, AZ
12.2018 - 07.2019
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered excellent customer service, resulting in consistent 80% customer satisfaction rating.
- Explained very technical financial information to applicants in easy to understand language.
- Participated in team-building activities to enhance working relationships.
- Assessed aging accounts and initiated collection strategies based on conditions.
Customer Service Specialist
PayPal
Chandler, AZ
09.2012 - 11.2018
- Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Assisted customers and helped to resolve their inquiries.
- Helped provide customers with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining positive and friendly attitude.
- Strong ownership and communication skills.
- Strong working knowledge of applications such as Outlook, Word and Excel and Internet Web Browsers such as Google Chrome and Microsoft Edge
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
Education
No Degree - Psychology
Jefferson State Community College
Birmingham, ALHigh School Diploma -
Meridian High School
Meridian, MS06.1989
Skills
- Customer Focus
- Active Listening
- Clarity in Communicating
- Problem Solving
- Drive for Results
- Ethics and Values
- Integrity and Trust
Timeline
Sr. Collections Specialist
Target
07.2019 - Current
Customer Service Representative
Areotek Staffing/ BB&T Bank
12.2018 - 07.2019
Customer Service Specialist
PayPal
09.2012 - 11.2018
No Degree - Psychology
Jefferson State Community College
High School Diploma -
Meridian High School