Sheena Martel
Aurora,CO
Summary
Meticulous Collections Specialist versed in optimizing collections procedures to reduce delinquency. Develops catered payment plans to assist customers in balance repayment. Tactful communicator with superior financial acumen and commitment to quality.
Overview
12
12
years of professional experience
Work History
Collections Specialist
Fluid Truck
02.2024 - Current
- Handled inbound as well as outbound calls, texts and emails to communicate with consumers
- Ensured effective rebuttals to disputes
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Created a collection process from the ground up
- Coordination between multiple departments to address collection needs
- Processed payments and applied to customer balances.
Claim Specialist
Project Resources Group
06.2023 - 02.2024
- Coordinated final decisions, including fair settlements and denial of liability
- Maintained strict compliance with client and carrier guidelines applicable to damage claims
- Settled claims up to $50,000 through skilled negotiations between involved parties
- Collected additional information from insured parties by telephone, email and letter
Collections Supervisor
Fidelity Information Services
02.2021 - 04.2023
- Supervised up to twenty-four personnel, including full-time, part-time, student, and temporary workers
- Approved vacation time for employees and handled all scheduling to keep shifts properly staffed
- Investigated and resolved balances using proactive communication with external and internal customers
- Provided accurate responses to customers' servicing questions and concerns
- Adhered to legal, corporate and regulatory procedures for safety and security of customer assets
Collections Supervisor
Diversified Consultants Inc
10.2012 - 04.2020
- Addressed staff and application issues promptly to keep workflows running efficiently
- Resolved client billing problems by collecting direct payments and setting up payment plans
- Gave management feedback on front-line collections trends on recurrent account delinquency issues
- Educated customers about balances and delinquency issues with detailed documentation of identified problems
- Brought delinquent accounts current by obtaining ACH and ACC payments via phone
- Documented each customer interaction in servicing system
- Supervised twelve personnel, including full-time, part-time, student, and [Type] workers
Skills
- Legal Compliance
- Settlement Coordination
- Negotiation Leadership
- Active Listening
- Excellent Communication
- Analytical Thinking
- Regulatory Compliance Adherence
Timeline
Collections Specialist
Fluid Truck
02.2024 - Current
Claim Specialist
Project Resources Group
06.2023 - 02.2024
Collections Supervisor
Fidelity Information Services
02.2021 - 04.2023
Collections Supervisor
Diversified Consultants Inc
10.2012 - 04.2020
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