Summary
Overview
Work History
Education
Skills
Timeline
Education and Training
Generic

Terri Miller

Orlando,FL

Summary

Results-driven collections specialist with a strong background in customer service and negotiation. Proven success in dispute resolution and enhancing customer relationships at Consumer Portfolio Services, leading to timely debt repayment. Proficient in Microsoft Excel and adept at maintaining attention to detail, contributing to improved operational efficiency. Aiming to leverage skills in a dynamic environment that values effective communication and customer satisfaction.

Overview

20
20
years of professional experience

Work History

Collection Customer Service Representative

Marriott Vacations Worldwide Corp
09.2024 - Current
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
  • Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.


Recovery/Customer Service Representative

Consumer Portfolio Services
09.2007 - 09.2024
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Adhered to state laws regarding repossessions, privacy rights, and other regulations.
  • Trained new employees on proper procedures for conducting repossessions.

Collections II

SunTrust Banks Inc
09.2005 - 09.2007
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

High School Diploma -

Redford High School
06-2000

Skills

  • Keen eye for detail
  • Data collection strategies
  • Commitment to goal achievement
  • Call center background/Remote
  • Strategic negotiation skills
  • Implementing structured dialogue
  • Accurate data entry
  • Proficient in skip tracing
  • Credit card processing expertise
  • Advanced typing skills
  • Proficient in handling multi-line phone systems
  • Real-time chat assistance
  • Excel proficiency

Timeline

Collection Customer Service Representative

Marriott Vacations Worldwide Corp
09.2024 - Current

Recovery/Customer Service Representative

Consumer Portfolio Services
09.2007 - 09.2024

Collections II

SunTrust Banks Inc
09.2005 - 09.2007

High School Diploma -

Redford High School

Education and Training

other

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