Yamila Price
Acworth,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Care Associate
06.2023 - Current
- Responsible for handling escalated concerns from customers driving customer satisfaction, brand loyalty, and researching the concerns of the customers and advocating for the customers on the root cause of their complaint and providing a resolution and providing feedback to departments and areas of opportunity to drive better operational and performance improvements.
Loyalty Lease End/Universal Agent
06.2020 - 06.2023
- Helping customers taking incoming and making outbound calls facing processes associated with end of term lease accounts
- Supporting HCA, Brand, and Dealer loyalty by assisting lease customers with end of term options, obligations, and providing new vehicle information
- Deliver a superior customer experience executing active listening, proper tone, and excellent communication to anticipate customer wants and needs
- Assisting and supporting customers with their Lease-End Servicing and the Dealer Support team in managing customer and dealer facing processes associated with end of term lease and retail balloon accounts via multiple channels answer calls from lease and retail balloon customers or Brand dealers
- Prepare end of balloon refinance documentation, follow up for odometer statements and power of attorney documents, and prepare end of term invoicing.
Collector Mid stage
04.2019 - 06.2020
- Work daily my Queue of delinquent accounts from 60-89 days past due contact customers and negotiate payment arrangements to bring the account current while complying with company policies, multitask using skip tools and collection techniques as well placing repossession requests and follow up on active assignments.
Collector Early
Hyundai Capital America- Atlanta, GA
Atlanta, GA
06.2018 - 04.2019
- My primary responsibility is managing my Queue of delinquent accounts from 15-59 days past due and making sure that my rolls are stopped or lowered to a minimum amount
- Also making sure to meet my outbound calls every day and contact customers on the queue and dialer to negotiate to get account paid in full or set a payment plan to avoid further collection activity and always complying with internal policy and procedures, document account actions and promises discussed as well as update customer information, perform light skip tracing when needed
- Skill sets strong communications, negotiations, and listening have helped me to be meet my monthly QA’s as well as be one of the top performers on IBP on my first months on the floor
- Have helped new employees in training class and on the floor how to follow procedures the Hyundai way.
Collection Specialist
Financial Asset Management Systems- Woodstock, GA
Woodstock, GA
11.2016 - 05.2018
- Engage with borrowers on the phone answering incoming and making outbound calls explaining options for resolving and negotiating to pay in full past due balances, facilitate repayments plans consistent with federal, state and company regulations and policies
- Maintain current knowledge of the contract and explain its provisions accurately to borrowers, engage with borrower in a problem-solving effort, skillfully addressing any objections raised to repayment, monitor payments made by borrowers in order to minimize the number of delinquent accounts.
Collections Representative
Carmax Auto Finance– Kennesaw, GA
Kennesaw, GA
03.2016 - 11.2016
- Responsible for answering incoming and making outbound calls to customers about their auto loan, negotiating to pay in full past due balances, payments plans or offering due date changes or extensions when needed, educating customers about their simple interest loan, refinancing, negative credit reporting, interest and refunds requests, making welcome calls and reminder calls
- Working accounts from 0 to 84 days past due
- Meeting my EVPH productivity standard every month at 90% and over training new associates.
Customer Care Specialist
Ameren Illinois – Pawnee, IL
Pawnee, IL
01.2012 - 11.2015
- Provided outstanding phone support for account holders with questions about their utility services, collecting payments on past due and disconnected accounts, payment plans, interacting with customers to address concerns and detail explanation of the gas and electric bills, providing product or service information, training and mentoring new associates
- Answered an average of [100] calls per day by addressing customer inquiries, enrolling new customers, gas leak concerns and providing new product information
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Receptionist
St. Johns Hospital Affiliates – Springfield, IL
Springfield, IL
10.2011 - 01.2012
- In charge of registering new and current patients into allscripts system shared with HSHS medical group filing
- Answer phone calls from patients in regards to medications, scheduling appointments for three doctors.
Patient Representative
HSI Financial/Phoenix Health Care Services – Atlanta, GA
Atlanta, GA
06.2010 - 08.2011
- Responsible for answering and placing calls to patients concerning there bills with Northside Hospital, Dekalb, Hamilton Medical and Phoebe Putney also processing insurance claims with different carriers, collecting on large balances, setting payment plans and training new associates
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Processed [50 to 70] daily invoices and billed renewed invoices to clients.
Collections Representative
HOV Services – Atlanta, GA
Atlanta, GA
03.2008 - 06.2010
- Assisted Customers in finding a way to meet financial obligations without getting further behind on ambulance and doctor bills, credit cards, repossessed cars and AT&T wireless accounts, setting payment plans when needed to satisfy the debt
- Skip Traced, also filed customer information according to urgency of account
- Helped drive goals and achieve monthly quotas.
Customer Care Specialist
Alliance Data Systems – Kennesaw, GA
Kennesaw, GA
07.2005 - 03.2008
- Responsible for answering all of the customer questions regarding there Georgia Natural Gas bill, setting payment plans and collecting as well as mentoring new employees
- Answered an average of [100] calls per day by addressing customer inquiries, solving problems and providing new product information
- Served as the main liaison between customers, management and sales team.
Education
Associate of Science - Paralegal
New York Career College
01.2003
High School Diploma -
Sunset Senior High School
Skills
- Analyzed account discrepancies and resolved issues with customers
- MS Windows proficient
- Quick learner, Friendly voice and demeanor
- Great people skills needed to confront people about past due balances
- Excellent accounting skills needed to determine payable payment options
- Organized and thorough in all account records and data entry
- Multi-line phone talent
- Ability to multi-task
- Compassionate Client Care
- Case Management Experience
- Flexible Schedule
- Spanish Fluency
- Proficiency in Excel
Languages
Spanish
Professional
Timeline
Care Associate
06.2023 - Current
Loyalty Lease End/Universal Agent
06.2020 - 06.2023
Collector Mid stage
04.2019 - 06.2020
Collector Early
Hyundai Capital America- Atlanta, GA
06.2018 - 04.2019
Collection Specialist
Financial Asset Management Systems- Woodstock, GA
11.2016 - 05.2018
Collections Representative
Carmax Auto Finance– Kennesaw, GA
03.2016 - 11.2016
Customer Care Specialist
Ameren Illinois – Pawnee, IL
01.2012 - 11.2015
Receptionist
St. Johns Hospital Affiliates – Springfield, IL
10.2011 - 01.2012
Patient Representative
HSI Financial/Phoenix Health Care Services – Atlanta, GA
06.2010 - 08.2011
Collections Representative
HOV Services – Atlanta, GA
03.2008 - 06.2010
Customer Care Specialist
Alliance Data Systems – Kennesaw, GA
07.2005 - 03.2008
Associate of Science - Paralegal
New York Career College
High School Diploma -
Sunset Senior High School
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