Viandia Robinson
Arlington
Summary
With five years of successful experience in collections, I possess excellent communication skills and a strong ability to multitask. I am committed to providing quality customer service and resolving complaints in a cost-effective and timely manner. Proficient in Windows, Microsoft Office, and internet usage, type at45 words per minute.
Developed skills in investigation and information retrieval within fast-paced environment. Excel at utilizing data analysis and research techniques to uncover critical information. Seeking to transition into new field, applying transferrable skills to drive success in diverse roles.
Overview
11
11
years of professional experience
Work History
Skip Tracer
Nationwide Skip Expert
10.2024 - Current
- Increased efficiency by refining internal processes and procedures related to skip tracing operations.
- Leveraged social media platforms to gather critical information on subjects, improving case outcomes.
- Located hard-to-find individuals by utilizing various databases and online resources.
- Assisted in recovering company assets by swiftly locating debtors and their property.
- Made daily collection calls to customers.
- Identified best-known address to locate client's collateral or customer.
Account Manager/Collections
MEI Group
04.2021 - 10.2024
- Bring accounts to a current status
- Call customer to set suitable arrangements to help the customer come current
- Work account that are one and two payments past due (9-15days)
- Aid help customer if eligible (extensions or due date change) Review accounts for repo
- Call references and all the contact for the customer
- Answer and question the customer has about the account
- Take payment information and other pertinent information such as addresses and phone numbers
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Account Manager/Collections
Westlake Financial Services
02.2018 - 04.2021
- Bring accounts to a current status
- Call customer to set suitable arrangements to help the customer come current
- Work account that are one and two payments past due (30-69 days)
- Aid help customer if eligible (extensions or due date change)
- Review accounts for repo
- Call references and all the contact for the customer
- Answer and question the customer has about the account
- Take payment information and other pertinent information such as addresses and phone numbers
CSR - Customer Service Representative
Maximus
03.2014 - 02.2018
- Resolve customer complaints via phone, email, or mail
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Take payment information and other pertinent information such as addresses, and phone numbers
- Attempt to persuade customer to reconsider cancellation
- Inform customers of deals and promotions
- Cancel or upgrade accounts
- Work with customer service manager to ensure proper customer service is being delivered
- Utilize computer technology to handle high call volumes
- Use telephones to reach out to customers and verify account information
Education
Bachelor's - Accounting
Bryant and Stratton College
01.2026
Diploma - undefined
John Tyler High School
06.2010
Skills
- CSR
- Call Center
- Customer Care
- Account Management
- Cold Calling
- Upselling
- Negotiation
- Business Development
- CRM Software
- Skip Tracing
- Skip tracing techniques
- Data management expertise
- Collections background
- Customer relations
- Professional phone skills
- Clear oral communication
- Clear written communication
Extras:
I have taken classes in Excel and QuickBooks.
Timeline
Skip Tracer
Nationwide Skip Expert
10.2024 - Current
Account Manager/Collections
MEI Group
04.2021 - 10.2024
Account Manager/Collections
Westlake Financial Services
02.2018 - 04.2021
CSR - Customer Service Representative
Maximus
03.2014 - 02.2018
Bachelor's - Accounting
Bryant and Stratton College
Diploma - undefined
John Tyler High School
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