YASMINE RAY
Kennesaw,GA
Summary
Business-oriented, results-driven, and customer-centric professional with over 15 years of experience excelling in diverse industries. Customer Service Specialist with background in managing customer inquiries, resolving conflicts and providing solutions to enhance customer satisfaction. Strong communication skills coupled with ability to handle multiple tasks simultaneously have consistently improved operational efficiency. Notable for fostering positive relationships with customers by understanding needs and delivering timely service.
Overview
10
10
years of professional experience
Work History
Collections Specialist
Reach Financial
New York, NY
08.2022 - 02.2023
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
- Managed accounts for over 500 client's portfolios in various stages of delinquency from 5 days to charged-off balances, while educating clients on the importance of re-establishing positive payment history
- Drafted letters outlining repayment plans; sent correspondence informing customers of their rights under state law regarding collections practices.
- Leveraged products and financial knowledge to offer payment arrangements, loan modifications, and hardship forbearance assistance.
- Worked through Microsoft Excel spreadsheets and Salesforce dashboard to contact clients, schedule/process payments, perform routine maintenance and resolve routine maintenance and resolve concerns
Business Lending Credit Specialist
Bank of America
Kennesaw, GA
02.2019 - 06.2022
- Promoted to Business Lending Credit Specialist within 90 days
- Assisted Bank of America's small business clients with managing business loans through assessing their holistic relationship within Bank of America.
- Worked in a blended inbound, outbound, and dialer call strategy environment to contact clients and collect on 1-60 day delinquent personal and business credit accounts servicing over 200 accounts daily.
- Partnered with small business owners, guarantors/account payable assessing cash flow and rotating debt in efforts to collect and mitigate loss for clients and Bank of America.
- Fully serviced accounts: applying waivers, personal data updates, processing payments, form submissions, account closures, rectify billing errors, and debt management solutions.
- Utilized various curing strategies.
- Exceeded company metrics/KPI and collection goal which contributed to reducing company risk.
Collections Specialist
Bank of America
Kennesaw, GA
11.2018 - 02.2019
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Committed in assisting customers through financial hardship by actively listening to the reason for delinquency and engaging in fluid dialogue to determine repayment options for full balance.
- Completed financial assessments to determine debt-to-income ratio for short/long-term renegotiations.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
Consultant Representative
National Debt Relief
New York, NY
01.2017 - 01.2018
- Handled inbound calls from clients pertaining to debt settlement op1ons while creating an exceptional client experience with each interaction
- Created client credit profiles which display debts throughout the duraIon of the settlement program
- Analyzed clients spending patterns to provide personalized financial advice ensuring program success
- Evaluated individual financial status and customized debt relief structure plans
- Documented customer interactions, logged personal data changes and processed payments into customer escrow accounts
Human Resource Specialist
The Home Depot Corporate
Atlanta, GA
11.2014 - 04.2017
- Served as a professional liaison between the company and its associates ensuring that client issues are resolved, and company standards are met in a timely, innovative and positive manner
- Processed leave of absence, time entry, processed payroll check requests, personal data changes, along with direct deposit changes, provided policy/procedure information and resolved technical issues
- Provided quick and accurate information with one call resolution reducing ACH and ACW
- Identified and independently developed process improvement to rectify policy loopholes, increasing operational efficiency such as LOA
Lead Visual Merchandiser
JCPenney
Hiram, GA
10.2012 - 01.2015
- Replenished products on the sales floor using innovative and appealing marketing throughout the introduction and growth stage Sales Specialist 2012 to 2015
- Developed and maintained strong positive long-term relationships with new and repeat clients by assisting with retail needs
- Created attractive displays that showcased products in a visually appealing manner.
- Stayed up-to-date with the latest best practices in Visual Merchandising through extensive research.
- Provided guidance and support to store management teams regarding visual merchandising programs.
- Collaborated with buyers, designers, and other stakeholders to develop effective display plans for each season.
- Coordinated merchandise placement within the retail environment to achieve maximum impact.
- Served as a liaison between corporate headquarters and store-level staff.
Education
Fashion Marketing and Management
The Art Institute of Atlanta
AtlantaSkills
- Customer Experience & Resolution
- Debt management
- Collections regulatory guidelines
- Quality Assurance Controls
- Benefits Administration
- HR services
- Brand Image Alignment
- Marketing knowledge
Languages
Spanish
Native/ Bilingual
Timeline
Collections Specialist
Reach Financial
08.2022 - 02.2023
Business Lending Credit Specialist
Bank of America
02.2019 - 06.2022
Collections Specialist
Bank of America
11.2018 - 02.2019
Consultant Representative
National Debt Relief
01.2017 - 01.2018
Human Resource Specialist
The Home Depot Corporate
11.2014 - 04.2017
Lead Visual Merchandiser
JCPenney
10.2012 - 01.2015
Fashion Marketing and Management
The Art Institute of Atlanta
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