Stephanie Dennard
Kennesaw,GA
Summary
Ethical and compassionate Collections and Support Representative with several years' experience in the collections and customer support industry. Thoroughly trained in negotiation techniques and skip tracing methods. Consistently dedicated to exceeding company's expectations. Always willing to go the extra mile to ensure satisfaction.
Overview
20
20
years of professional experience
Work History
Specialty Collections Representative
CarMax Auto Finance
Kennesaw, GA
04.2022 - 03.2024
- Advised debtors on payment options and set up payment plans.
- Contacted customers to discuss and resolve past due accounts.
- Responded promptly to customer inquiries regarding their accounts status.
- Handled irate customers smoothly to achieve performance targets.
- Followed up on promises made by customers regarding payments or settlements.
- Maintained a database of customer contact information and payment history.
- Analyzed customer financial statements to determine payment plans.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Negotiated repayment terms with customers in accordance with company policy.
- Monitored delinquent accounts for timely payment resolution.
- Managed approximately 100 inbound and outbound calls daily.
Relationship Manager
Quiet Cleaning Service
Atlanta, GA
08.2017 - 04.2022
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Reviewed completed work to verify consistency, quality and conformance.
Education
Associate of Science - Business
Eastern Gateway Community College
Steubenville, OH07-2026
Skills
- Skip Tracing
- Insolvency resolution
- Installment plan set up
- Automated dialer experience
- Effective negotiator
- Multi-Line Phone Systems
- Data Entry
- Team Collaboration
- Policy standards and guidelines
- Records Maintenance
- Customer research
- Business Correspondence Writing
- Account Review
- Outbound Calling
- Account Reconciliation
- Risk Management
- Collections
- Proficiency in Microsoft and Google programs
- Credit and collections
- Team Oversight
- Persuasion strategies
- Conflict resolution techniques
- Call center background
- Relationship Building
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefits401k matchPaid time offStock Options / Equity / Profit SharingFlexible work hoursWork from home optionPersonal development programsPaid sick leaveTeam Building / Company Retreats4-day work weekTimeline
Specialty Collections Representative
CarMax Auto Finance
04.2022 - 03.2024
Relationship Manager
Quiet Cleaning Service
08.2017 - 04.2022
Associate of Science - Business
Eastern Gateway Community College