Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Troy Hudson

Pasadena,CA

Summary

Customer Service and Collections Specialist with over 20 years experience with bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

30
30
years of professional experience

Work History

Lead Collector

Ideposit
Pasadena, CA
07.2015 - 06.2022
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Gathered, evaluated and summarized account data in detailed financial reports.
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
  • Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Matched purchase orders with invoices and recorded necessary information.
  • Maintained account accuracy by reviewing and reconciling checks monthly.

Foreclosure Specialist

Bank of America Corporation
West Hills, CA
07.2010 - 06.2015
  • Research files to see if we can move forward to auction
  • Apply/remove holds on the loan as necessary
  • Clear loans of any sale impediments
  • Work various loan clean-up projects
  • Mentor/train new employees
  • I am on various focus groups to help update/create/change policies & procedures.
  • Supervised processing of activities and administered responsiveness of alerts to determine foreclosure timeline management.
  • Evaluated and examined files with management prior to foreclose sale date to formulate bidding instructions.

Administrative Assistant II / Reviewer I

HealthCare Partners
Pasadena, CA
05.2008 - 12.2009
  • Follow up request for ambulatory and inpatient services
  • Upload referral requests and attach additional information
  • In charge of creating and updating spreadsheets
  • Enter surgery dates into IDX
  • Complete research as requested by physician reviewers
  • Train new employees (including management) on indexing process
  • Verify CPT and ICD-9 codes and benefits.
  • Created and maintained databases to track and record customer data.

Liability Claims Associate

Tokio Marine Management
Pasadena, CA
11.2005 - 11.2008
  • Responsible for covering 15-line switchboard weekly, Address client issues with regards to existing claims or policies
  • Initiate claims process for insured, claimants, and other insurance companies
  • In charge of account reconciling for Nissan and Toyota Accounts
  • Mail correspondence to involved parties.

Administrative Assistant

Pepie Designs
San Diego, CA
04.2000 - 10.2008
  • Coordinate meetings with prospective clients
  • Manage collections on all current and delinquent accounts
  • Proofread all documents and website materials prior to publishing
  • Minor bookkeeping and accounting
  • Data entry into websites
  • Create and edit spreadsheets.

IRA Customer Service Supervisor/Call Center

Chase Bank
Chatsworth, CA
01.1997 - 01.2000
  • Responsible for monitoring inbound calls in call center IRA department
  • Audit representative calls to assess quality of service provided for coaching purposes.

Customer Service Supervisor/Route Monitor /Trainer

Sears Customer Service
Chatsworth, CA
01.1995 - 01.1997
  • Managing a staff of 20
  • Coordinate new employee training
  • Handle customer concerns with merchandise orders
  • Negotiate compensation for damaged product
  • Route Monitor/Dispatcher involved in keeping track of delivery trucks out on routes and communicating with customers regarding damaged, missing merchandise, and/or when delivery could not be made due to adverse conditions
  • Complete market research by calling competitors and conducting surveys.

Education

Associate of Science - Business Administration

Los Angeles Pierce College
Winnetka
04.1996

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California State University

Skills

  • Issue Investigation
  • Collection Calls
  • Call Center Processes
  • Payment Acceptance
  • Organizational Skills
  • Analytical and Critical Thinking
  • Loan Servicing
  • Accounts Payable and Receivable
  • Case Management
  • Patient Health Information Access
  • CPT Coding
  • CPR Certified
  • Call center experience
  • Multitasking Abilities
  • Decision-Making
  • Teambuilding
  • Problem-Solving
  • Teamwork and Collaboration
  • History research
  • Classroom expertise
  • Group and individual instruction
  • Payment collection
  • Training program development
  • Data organization
  • Online training experience
  • Online instruction
  • Employee training
  • Remote Learning
  • First aid
  • Public speaking

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

If you really look closely, most overnight successes took a long time.
Steve Jobs

Timeline

Lead Collector

Ideposit
07.2015 - 06.2022

Foreclosure Specialist

Bank of America Corporation
07.2010 - 06.2015

Administrative Assistant II / Reviewer I

HealthCare Partners
05.2008 - 12.2009

Liability Claims Associate

Tokio Marine Management
11.2005 - 11.2008

Administrative Assistant

Pepie Designs
04.2000 - 10.2008

IRA Customer Service Supervisor/Call Center

Chase Bank
01.1997 - 01.2000

Customer Service Supervisor/Route Monitor /Trainer

Sears Customer Service
01.1995 - 01.1997

Associate of Science - Business Administration

Los Angeles Pierce College

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California State University

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