Stephen Burnett
Delinquency Control Counselor IV
Pensacola,FL
Summary
Experienced Collections Specialist bringing seven years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Additional experience in property management, customer service, and other customer facing roles.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Delinquency Control Counselor IV
Navy Federal Credit Union
Pensacola, FL
08.2022 - Current
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Delivered exceptional member service on collection calls and maintained calm and professional demeanor.
- Maintained consistently high success rate of collecting on overdue accounts.
- Developed strong relationships with clients, fostering trust and open communication throughout counseling process
- Improved client repayment consistency through personalized debt management plans
Manager in Training
Security Finance, Financial Services
Montgomery, Alabama
10.2021 - 08.2022
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted with onboarding of new employees by providing training and development resources.
- Handled day-to-day customer or client questions via telephone or email.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Increased customer satisfaction levels by consistently monitoring service quality and addressing concerns promptly
- Developed strong relationships with key clients, ensuring consistent business growth and exceptional service delivery
Multi Property Manager
Life Storage
Huntsville, AL
01.2018 - 10.2021
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained sufficient number of units market-ready for lease.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Followed up on delinquent tenants and coordinated collection procedures.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence
Education
Associate of Science - General Studies
Columbia Southern University
Orange Beach, AL 07.2024 - Current
High School Diploma -
New Vision Christian Academy
Alabama 08.2013 - 12.2014
Skills
- Persuasion techniques
Materials Preparation
Delinquent account management
Communication
Time management skills
Additional Information
- Diversity and Inclusion team member 2024
- Top Performer in current role
- Collaborator in numerous employee improvement processes
- Leadership and training and development skills
Timeline
Associate of Science - General Studies
Columbia Southern University
07.2024 - Current
Delinquency Control Counselor IV
Navy Federal Credit Union
08.2022 - Current
Manager in Training
Security Finance, Financial Services
10.2021 - 08.2022
Multi Property Manager
Life Storage
01.2018 - 10.2021
High School Diploma -
New Vision Christian Academy
08.2013 - 12.2014
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