TiArra Dickerson
Ladue,MO
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Proven in enhancing debt recovery outcomes at Client Services Inc., I excel in skip tracing and client relations, demonstrating a goal-oriented mindset. My background spans various roles, where I've significantly improved financial stability and client satisfaction, leveraging proficiency in Microsoft Apps and exceptional teamwork skills. Achieved a notable increase in successful debt recoveries, underscoring my dedication to performance excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Debt Collector/Recovery Analyst
Client Services Inc.
11.2023 - Current
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Streamlined collection processes, optimizing efficiency through automation and prioritization of high-risk accounts.
- Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
Loan Processing Agent
MOHELA
08.2021 - 11.2023
- Solicited and marketed to business and community events and performed outbound calling.
- Responded to customer inquiries and requests related to insurance products and membership.
- Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs.
- Worked to meet or exceed targets as defined in sales incentive plan and assigned by insurance manager.
- Improved client satisfaction by efficiently processing applications and ensuring accuracy in documentation.
- Supported management in identifying potential risks or bottlenecks within workflows, contributing to improved operations across the department.
- Collaborated with team members for timely completion of projects, fostering a supportive work environment.
Certified Medication Aide
Bethesda Dilworth
06.2020 - 08.2021
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Reduced medication errors by maintaining accurate documentation of administered medications.
- Safeguarded patient privacy by adhering strictly to HIPAA regulations during all aspects of medication handling and administration processes.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Supported nursing staff by monitoring patients for side effects or adverse reactions to medications.
- Maintained high standards of cleanliness and organization within the medication storage area, reducing potential risks associated with cross-contamination or mixups.
- Contributed to efficient facility operations by preparing and organizing medications in advance for scheduled distribution times.
Customer Service Collections Specialist
Republic Services
12.2018 - 06.2020
- Collaborated proactively with sales teams on joint efforts to minimize risk exposure and prevent account delinquency by addressing potential issues before they escalated.
- Increased efficiency by utilizing advanced technology solutions for tracking account statuses and prioritizing workload accordingly.
- Provided compassionate support to customers experiencing financial hardship, offering flexible solutions tailored to individual needs.
- Achieved consistently high call quality scores by adhering to company guidelines and demonstrating exceptional communication skills.
- Conducted thorough account reviews to identify inconsistencies or potential fraud, ensuring accurate billing and recordkeeping.
- Collaborated with cross-functional teams to develop best practices for credit risk management and collections processes.
- Maintained detailed records of all collection activities, ensuring timely reporting to management and compliance with regulations.
- Exceeded performance goals for successfully resolved cases by employing persuasive negotiation tactics when contacting delinquent customers.
- Reduced delinquency rates by implementing effective collections strategies and maintaining consistent follow-up procedures.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Prescriber Contact Representative
Express Scripts
12.2013 - 12.2018
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Proactively identified potential areas of improvement within the contact center''s operations, offering suggestions and helping to implement changes that led to enhanced customer experiences.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
Roadside Assistance Dispatcher
Enterprise Holdings
05.2008 - 12.2013
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from both clients and colleagues.
- Participated in ongoing dispatcher trainings to stay abreast of industry trends and best practices for roadside assistance services.
- Boosted client retention rates by providing exceptional customer service during stressful situations.
- Reduced wait times for customers by implementing effective communication strategies between dispatchers and service providers.
- Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
- Supported team members during periods of high call volume or challenging scenarios, fostering a collaborative work environment.
- Liaised with law enforcement agencies as needed during emergencies or incidents requiring additional support.
- Increased overall productivity through effective multitasking between phone calls, emails, radio communications, and internal messaging systems.
- Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
- Contributed to company-wide safety initiatives by carefully monitoring incident reports and providing necessary resources to responders.
- Continuously updated internal databases with accurate caller information, aiding in long-term service analysis and improvements.
- Scheduled deliveries and pickups according to customer needs.
- Scheduled and organized delivery routes.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Education
Associate of Applied Science - Nursing/Applied Science
Saint Louis Community College
3600 Pershall Rd. Ferguson, MO. 6313612.2020
Skills
- Debt Recovery Strategies
- Skip tracing techniques
- Patience and Persistence
- Goal-oriented mindset
- Call center experience
- Client Relations
- Proficiency in Microsoft Apps
- Issue investigation
- ANE software
- Following conversation scripts
- Performance improvement techniques
- Financial Documentation
- Teamwork and Collaboration
- Multitasking
- Attention to Detail
Certification
- Basic Life Support Certification (BLS)
- Certified Nursing Assistant (CNA)
- Certified Medication Aide (CMT)
- Associate Degree in Nursing (ADN)
Timeline
Debt Collector/Recovery Analyst
Client Services Inc.
11.2023 - Current
Loan Processing Agent
MOHELA
08.2021 - 11.2023
Certified Medication Aide
Bethesda Dilworth
06.2020 - 08.2021
Customer Service Collections Specialist
Republic Services
12.2018 - 06.2020
Prescriber Contact Representative
Express Scripts
12.2013 - 12.2018
Roadside Assistance Dispatcher
Enterprise Holdings
05.2008 - 12.2013
- Basic Life Support Certification (BLS)
- Certified Nursing Assistant (CNA)
- Certified Medication Aide (CMT)
- Associate Degree in Nursing (ADN)
Associate of Applied Science - Nursing/Applied Science
Saint Louis Community College
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