Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Tabitha Helms

Troy,AL

Summary

Tabitha has over ten years of experience in collections, ranging from managing a pawn shop to retail sales and management, and most recently, Dell Financial Services, with a little more than three years in a professional environment. She also has over 20 years of customer service experience across diverse industries. Tabitha works closely with her peers, encouraging them to excel as collection agents while consistently demonstrating strong teamwork. She does not shy away from difficult situations with customers or team members and always strives to find the best solutions to meet their needs.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Collections

Dell Financial Services
02.2021 - Current
  • As an Administrative Coordinator for Dell Financial Services, Tabitha works closely with the Client to collect on high-delinquency/net-invest accounts, participating in weekly and monthly meetings to discuss team collection efforts. These discussions also focus on identifying trends in the rise and fall of delinquent accounts.
  • She receives the updated weekly Large Balance Report from the Client, filters it appropriately for the upcoming conference, and distributes the Excel spreadsheet to team members.
  • She also collaborates with the Client’s legal representative to assist in collecting payments from accounts with significantly high balances.
  • When involving the Client’s attorneys, she must provide detailed documentation of the account, including payment history, open invoices, and company contact information, which involves opening cases to request the necessary documents. Through this process, Tabitha has become proficient in using Salesforce. She inputs the required information into spreadsheets and ensures they are professionally formatted.
  • Tabitha takes over calls when customers request to speak with a supervisor, utilizing effective negotiation and de-escalation tactics to address their concerns and issues appropriately.
  • She maintains open lines of communication with colleagues to provide assistance when needed and to answer their questions.
  • Additionally, she supports new hires by assisting with the installation of commercial VPNs, project-required software such as VMWare Horizon, and the Noble SoftPhone application.
  • As a Collections Member for Dell Financial Services, Tabitha communicates directly with customers via phone and email to collect payments on delinquent accounts. She also sends account statements via Broadridge at customers' requests, places cease-and-desist orders on accounts when requested, removes incorrect contact information, and occasionally transfers calls to DFS Customer Service for requests outside her scope of support.
  • Enhanced revenue collections by efficiently managing accounts receivable and following up on outstanding claims.

Manager

Approved Cash Advance
09.2018 - 02.2021
  • Tabitha oversaw branch operations, including customer service, loan origination, and processing
  • She monitored accounts and payments while addressing customer questions regarding loan terms and amortization
  • She practiced risk management when assessing loan applications and ensured compliance with federal and state lending laws
  • Additionally, Tabitha maintained accurate records of loan applications, approvals, denials, payments, and collection efforts
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.

Manager

Pawn Express
07.2010 - 09.2018
  • Tabitha began her career at Pawn Express as a pawnbroker, where she learned to assess item values to determine pawn loan amounts, negotiate terms, and process loans while ensuring compliance with pawnbroking regulations and company policies
  • She managed both collateral inventory and showroom stock
  • After being promoted to manager in 2016, she took on responsibilities such as cash reconciliation and cash flow management
  • Additionally, she collaborated with local law enforcement to recover stolen pawned items
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.

Education

High School Diploma -

Pike County High School
Brundidge, AL
05.2003

Skills

  • Time Management

  • Strong problem-solving

  • Adaptability

  • Leadership

  • Project Management

  • Change Management

  • Customer service

  • Critical thinking

  • Data entry

  • Complaint resolution

  • Microsoft Excel

  • Payment processing

Accomplishments

  • Supervised team of 15 staff members.
  • Resolved product issue through Client testing.
  • Used Microsoft Excel to develop account tracking spreadsheets.

Certification

  • The Art of Staying Focused
  • Embracing Change at Work
  • Accountable Leadership
  • Leading through Inspiration
  • Organize Your Physical and Digital Workspace
  • Facing the Management Challenges of Difficult Behavior and Diverse Teams
  • Recognizing and Addressing Micro-behaviors in the Workplace
  • Navigating the Workplace with Emotional Intelligence

Languages

English

Timeline

Collections

Dell Financial Services
02.2021 - Current

Manager

Approved Cash Advance
09.2018 - 02.2021

Manager

Pawn Express
07.2010 - 09.2018

High School Diploma -

Pike County High School

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