Summary
Overview
Work History
Education
Skills
Timeline
Generic

Taja Pettaway

Tarboro,NC

Summary

Dynamic Collections Agent with proven success at Regional Acceptance, excelling in debt negotiation and account management. Consistently exceeded targets through effective payment arrangements and skip tracing. Known for building rapport with customers, demonstrating strong decision-making skills, and fostering a positive work environment to enhance team performance.

Overview

16
16
years of professional experience

Work History

Collections Agent

Regional Acceptance
10.2021 - Current
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
  • Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.

Customer Retention Specialist

CenturyLink
12.2015 - 10.2021
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
  • Worked closely with other departments as needed to resolve complex customer issues efficiently.
  • Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
  • Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

Lowe’s Home Improvement
11.2009 - 12.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Delivered prompt service to prioritize customer needs.

Education

High School Diploma -

Tarboro High School
Tarboro, NC
06.2006

Skills

  • Payment arrangement
  • Skip tracing
  • Collections processing
  • Account management
  • Debt negotiation
  • Credit adjustments
  • Outbound calling
  • Collections
  • Decision-making
  • Call center experience

Timeline

Collections Agent

Regional Acceptance
10.2021 - Current

Customer Retention Specialist

CenturyLink
12.2015 - 10.2021

Customer Service Representative

Lowe’s Home Improvement
11.2009 - 12.2015

High School Diploma -

Tarboro High School

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