Shantee Hardy
Summary
A forward-thinking individual pursuing master's degree in Organizational Leadership, proactive in meeting company issues head-on with a creative and innovative approach with experience in business management and customer relations development. Knowledgeable about changing industry and employment market demands. Expertise includes benefits administration, compensation structuring, and recruitment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Debt Settlement Agent
Oliphant USA
09.2023 - Current
- Managed high volumes of incoming correspondence from various parties involved in transactions, ensuring prompt responses to inquiries or concerns were provided when needed. Negotiating settlements for clients.
- Achieved consistent client satisfaction by ensuring all settlement requirements were met or exceeded
- Streamlined the settlement process by efficiently managing documentation and communication between parties.
- Collaborated with debt settlement companies and attorneys to facilitate smooth transactions for all parties involved. Followed up on broken promises and reset payment arrangements.
Customer Relations Representative
Crescent Bank & Trust
07.2014 - Current
- Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Counseled debtors on payment options and arranged installment agreements.
- Performed targeted collections on past due accounts aged up to 90 days.
Customer Relations Representative
Crescent Bank & Trust
07.2014 - Current
- Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Counseled debtors on payment options and arranged installment agreements.
- Performed targeted collections on past due accounts aged up to 90 days.
Account Manager
Portfolio Recovery & Associates
07.2003 - 07.2014
- Addressed problems proactively and knowledgeably to maintain and enhance client satisfaction.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Communicated regularly with the territory, regional and strategic managers for daily support and strategic planning for accounts.
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Used skip tracing resources to locate debtors and updated information in the company system.
- Reviewed collection reports determining the status of collections and the amounts of outstanding balances.
- Handled approximately 120 outbound and inbound calls daily to collect the owed debt.
- Used scripted conversation prompts to convey current account information and obtain payments.
Account Manager
Portfolio Recovery & Associates
07.2003 - 07.2014
- Addressed problems proactively and knowledgeably to maintain and enhance client satisfaction.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Communicated regularly with the territory, regional and strategic managers for daily support and strategic planning for accounts.
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Used skip tracing resources to locate debtors and updated information in the company system.
- Reviewed collection reports determining the status of collections and the amounts of outstanding balances.
- Handled approximately 120 outbound and inbound calls daily to collect the owed debt.
- Used scripted conversation prompts to convey current account information and obtain payments.
Education
Master of Arts - Organizational Leadership
Regent University
Virginia Beach, VA08.2021
Bachelor of Science - Psychology
Regent University
Virginia Beach, VA05.2019
Skills
- Clear and concise communication
- Staff training development
- Analytical problem-solving skills
- Account relationship development
- Strategic team guidance
- Collaborative team development
- Proficient in resolving complaints
- Organizational growth strategies
- Talent acquisition and retention
- Data retention management
- Strong task management
- Employee training
- Corporate structure optimization
- Verbal communication
- Deadline management
- Document preparation
- Initiative-taking
- Legal compliance
- Negotiation expertise
- Dispute mediation
- Problem-solving abilities
- Multitasking
- Organizational skills
- Active listening
- Team collaboration
- Reliability
- Excellent communication
- Problem-solving
- Teamwork and collaboration
Certification
- Certified debt resolution specialist 2022
Timeline
Debt Settlement Agent
Oliphant USA
09.2023 - Current
Customer Relations Representative
Crescent Bank & Trust
07.2014 - Current
Customer Relations Representative
Crescent Bank & Trust
07.2014 - Current
Account Manager
Portfolio Recovery & Associates
07.2003 - 07.2014
Account Manager
Portfolio Recovery & Associates
07.2003 - 07.2014
Master of Arts - Organizational Leadership
Regent University
Bachelor of Science - Psychology
Regent University
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