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.
3426 Harry S Truman Blvd. St. Charles, MO 63301
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
633 Spirit Dr. Chesterfield, MO 63005
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
9645 Big Bend Rd. Kirkwood, MO. 63122
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
12976 St. Charles Rock Rd. Bridgeton, MO. 63044
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
1 Express Way, St. Louis, MO. 63121
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
2281 Ball Dr. St. Louis, MO. 63146
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
Associate of Applied Science - Nursing/Applied Science
Saint Louis Community College