Shaneisha Shelby
Independence,MO
Summary
Results-driven Customer Service and Collections Professional skilled in managing high-volume calls, resolving inquiries, and processing payments. Expertise in handling confidential information while adhering to company policies and regulations. Strong communication and problem-solving abilities enhance customer satisfaction and ensure accurate account management.
Overview
18
18
years of professional experience
Work History
Collections Agent
Radius Global
Lenexa, Kansas
09.2021 - 11.2024
- Contacted customers by phone to clarify account balances and explore payment options.
- Negotiated payment arrangements in accordance with company guidelines and client needs to facilitate account resolution.
- Managed delinquent consumer accounts using Radius Global collection procedures to enhance recovery efforts.
Customer Service Agent
TitleMax Title Loans
Kansas City, Missouri
10.2020 - 05.2021
- Resolved customer concerns through professional service and active listening, enhancing customer experience.
- Maintained high customer satisfaction by delivering accurate and helpful responses, fostering loyalty.
- Assisted customers with title loan applications and account questions, streamlining the application process.
- Explained loan terms, payment schedules, and store policies clearly.
- Collected customer payments and updated account records accurately.
- Reviewed vehicle titles and supporting documents for loan processing.
- Balanced cash drawer and prepared daily transaction reports.
Customer Service Representative
JCPenney Call Center
Lenexa, Ks
04.2017 - 09.2020
- Addressed customer inquiries regarding JCPenney order status, returns, and account questions to enhance customer satisfaction.
- Assisted callers with credit card and billing questions.
- Resolved product concerns using JCPenney policies, promotions, and service guidelines.
- Processed exchange, refund, and cancellation requests through call center systems.
- Guided shoppers on JCPenney store hours, locations, and pickup options.
- Ensured professional communication during high-volume JCPenney customer calls to maintain service quality.
- Escalated complex issues to supervisors and specialty support teams for timely resolution.
Collections Agent
USA 800
Raytown, MO
09.2015 - 03.2017
- Contacted consumers about overdue accounts using Radius Global collection procedures to facilitate timely payments.
- Negotiated payment arrangements and updated account notes in collections systems to ensure accurate records and follow-up.
- Monitored call queues and prioritized accounts by delinquency status.
- Verified account information and documented customer communication to maintain accurate account records and enhance resolution efficiency.
- Reviewed account histories to resolve billing questions and dispute issues.
- Applied compliance standards during debt collection conversations and disclosures.
Collections Agent
NCO Group, Sprint
Lenexa, KS
04.2007 - 09.2016
- Contacted consumers about overdue accounts, facilitating payment arrangements per Radius Global collection procedures.
- Identified past due accounts and contacted account holders to arrange payment.
- Contacted customers and explained debt management to encourage timely debt payments.
- Negotiated payment arrangements and updated account notes in collections systems.
- Developed repayment plans tailored to account holders' financial situations, improving likelihood of payment compliance.
- Resolved billing questions and disputes by reviewing account histories, enhancing customer satisfaction and trust.
- Monitored call queues and prioritized accounts by delinquency status.
- Updated account status records and collection efforts.
Education
Central High School
Kansas City, MOSkills
- ● Customer service and customer relations● Collections and account resolution● Payment and repayment arrangements● Inbound and outbound call handling● Account documentation and data entry● Claims and collection procedures● Customer account updates● Conflict resolution● Insurance and patient information● Confidential information handling● Computer and software systems● Microsoft Office and document preparation● Self-motivated and detail-oriented
- Debt management
Timeline
Collections Agent
Radius Global
09.2021 - 11.2024
Customer Service Agent
TitleMax Title Loans
10.2020 - 05.2021
Customer Service Representative
JCPenney Call Center
04.2017 - 09.2020
Collections Agent
USA 800
09.2015 - 03.2017
Collections Agent
NCO Group, Sprint
04.2007 - 09.2016
Central High School