Summary
Overview
Work History
Education
Skills
Timeline
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T'JAYA GRAHAM

Tampa,FL

Summary

Professional with strong expertise in collections and customer service also demonstrating high level of responsibility and adaptability. Skilled in resolving account discrepancies, negotiating settlements, and managing customer relationships. Consistently collaborates with teams to achieve targets and seamlessly adapts to changing requirements. Known for excellent communication, problem-solving abilities, and integrity in handling sensitive financial and customer information.

Overview

4
4
years of professional experience

Work History

Collection Specialist

GREENSKY
01.2024 - 08.2024
  • Primary responsibilities include directly contacting customers with inbound and outbound calls
  • Call customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts
  • Works to reduce delinquency without sacrificing the quality of customer service standards or relationships
  • Persuades delinquent customers to become current while using professionalism
  • Educate customers on account terms and alternate payment programs and methods
  • Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
  • Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
  • Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
  • Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.

Collections Specialist

JP MORGAN CHASE
08.2022 - 06.2023
  • Manage customer relationships and become a trusted advisor for the customer
  • Kept records of customer interactions and managed customer accounts
  • Responsible for managing 45+ accounts in the Leasing industry while ensuring quality service
  • Answered upwards of 45 phone calls daily, taking detailed messages & Possible outbound calls if needed
  • Negotiated to collect balance in full.
  • Showcased strong analytical skills by identifying patterns in customer payment behavior, allowing for targeted intervention strategies that contributed to overall reductions in delinquency rates.
  • Maintained consistently high success rate of collecting on overdue accounts.

Call Center Representative

HUMANA PHARMACY
10.2021 - 03.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
  • Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
  • Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
  • Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
  • Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.

Call Center Representative

BANK OF AMERICA
02.2021 - 08.2021
  • Identifies client needs and recommends solutions when fraud has been identified
  • Records data captured during client interactions accurately
  • Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis
  • Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
  • Complies with industry regulations, bank procedures, integrity levels of the department's system
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Education

HIGH SCHOOL DIPLOMA -

FREEDOM HIGH SCHOOL
TAMPA, FL
01.2018

Skills

  • Data entry proficiency
  • Strong negotiation skills
  • Debt recovery expertise
  • Credit Control Knowledge
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Microsoft Excel
  • Documentation

Timeline

Collection Specialist

GREENSKY
01.2024 - 08.2024

Collections Specialist

JP MORGAN CHASE
08.2022 - 06.2023

Call Center Representative

HUMANA PHARMACY
10.2021 - 03.2022

Call Center Representative

BANK OF AMERICA
02.2021 - 08.2021

HIGH SCHOOL DIPLOMA -

FREEDOM HIGH SCHOOL

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T'JAYA GRAHAM