Siana Hodgson Brack
Irvington
Summary
Results-driven collections agent with expertise in negotiation and customer relationship management. Proven ability to resolve disputes and educate clients effectively. Detail-oriented professional with a strong background in account management and collections. Known for effective problem-solving, collaboration with teams, and a commitment to maintaining high customer service standards. Dynamic collections agent with exceptional communication and attention to detail. Skilled in managing accounts and resolving billing issues, ready to leverage expertise to enhance client satisfaction and drive collection efficiency. Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts. Focused professional bringing many years' experience to growing industry company. Highly adept in managing billing and collections for single and multisite organizations. Successful in exceeding collections targets when reducing aged accounts.
Overview
11
11
years of professional experience
Work History
Secretary
Gulf state fish and bait
Irvington
01.2025 - Current
- Organized office documents and maintained filing systems for efficient access.
- Scheduled appointments and managed calendars for the executive team.
- Assisted customers with product inquiries and order placements over the phone.
- Coordinated inventory management and ensured supplies were stocked appropriately.
- Prepared correspondence and reports using office software tools effectively.
- Supported team members by distributing tasks and facilitating communication.
- Maintained a clean and welcoming office environment for staff and visitors.
Collections Agent
Connect international
San Francisco
01.2018 - 01.2022
- Managed customer accounts and tracked outstanding payments effectively.
- Conducted outreach to clients for payment reminders and inquiries.
- Utilized CRM software to document interactions and account statuses.
- Resolved billing disputes through clear communication and negotiation skills.
- Collaborated with team members to develop efficient collection strategies.
- Maintained detailed records of customer interactions and payment histories.
- Educated clients on payment options and company policies clearly.
Customer Sales and Service Expert
Convergys
Cincinnati
01.2015 - 01.2018
- Assisted customers with product inquiries and service-related issues.
- Provided support for billing and account management inquiries.
- Utilized customer relationship management software to track interactions.
- Collaborated with team members to resolve complex customer concerns.
- Educated customers on product features and benefits effectively.
- Documented customer feedback to improve service processes and offerings.
- Managed high call volumes while maintaining quality customer service standards.
- Trained new team members on policies and procedures for effective service delivery.
- Answered telephone inquiries promptly and professionally.
- Developed strong relationships with clients through effective communication skills.
Education
Bachelor of Science - Tourism And Hotel Management
UPOLI
Niaragua12-2015
High School Diploma -
Hispano Americano
Nicaragua12-2009
Skills
- Debt collection
- CRM software
- Account management
- Billing resolution
- Payment processing
- Customer relationship management
- Conflict resolution
- Strategic collaboration
- Client education
- Effective negotiation
- Attention to detail
- Verbal communication
- Team support
- Time management
- Data documentation
- Financial controls development
- Change management
- Payment arrangement
- Skip tracing
- Billing procedures
- Collections regulatory guidelines
- Collections process improvement
- Collections processing
- Financial reporting
- SOX compliance
- Credit control
- Debt management
- Goal orientation
- Staff development
- Repayment plan structuring
- Fair debt practices
Languages
English
Professional
Spanish
Professional
Timeline
Secretary
Gulf state fish and bait
01.2025 - Current
Collections Agent
Connect international
01.2018 - 01.2022
Customer Sales and Service Expert
Convergys
01.2015 - 01.2018
Bachelor of Science - Tourism And Hotel Management
UPOLI
High School Diploma -
Hispano Americano