Toccarra Flow
Raleigh
Summary
Results-driven Collections Representative adept at maintaining high levels of productivity and efficiency in managing tasks. Skilled in negotiation, communication, and time management, ensuring prompt resolution of outstanding debts. Excel in conflict resolution, empathy, and active listening, facilitating positive outcomes in challenging situations.
Overview
24
24
years of professional experience
Work History
Collection Representative/ Call Center Counselor
College Foundation Inc.
Raleigh
03.2019 - Current
- Handled incoming and outgoing calls to students and NC Assist, ensuring clear communication and support.
- Answered questions on loan programs and followed up to enhance customer satisfaction.
- Identify appropriate use of federally mandated borrower options, including deferment, alternative repayment options and forbearance.
- Supporting CFI customers by utilizing tools provided to deliver superior service and assistance.
- Identified and reviewed potential claims for accuracy, facilitating informed decision-making.
- Relationship Management: Building rapport with clients to ensure high-quality service and retention.
- Client Education: Explaining investment options, tax benefits, and plan rules to participants.
- Transaction Processing: Processing contributions, rollovers, and qualified withdrawals/distributions in accordance with IRS regulations.
- Handled inbound calls and emails related to 529 plan inquiries, ensuring timely assistance.
- Processing returned mail in a manner that meets federal requirements.
- Compliance: Ensuring all actions follow company, state, and federal regulations.
- Completing any reports in a timely manner.
Warehouse Associate
Amazon Sortation Center
11.2023 - 04.2026
- Sorted packages by destination and prepared them for timely delivery through efficient scanning of barcodes.
- Handled materials by lifting, pushing, pulling, and stacking packages on pallets to maintain organized workspace.
- Operated machinery, including conveyors and pallet jacks, to facilitate smooth facility operations.
- Safety Focus: Adhering to safety protocols, including wearing safety footwear and following daily safety tips.
- Physical Activity: Standing, walking, pushing, pulling, squatting, bending, and reaching for the duration of the shift.
- Environment: Noise levels can be high, and temperatures can vary.
- Flexibility: Shifts may vary, including mornings, evenings, nights, and weekends.
Late Stage Mortgage Specialist
IBM/Seterus
Raleigh
04.2015 - 03.2019
- Managed and resolved delinquent loans, overseeing all servicing aspects to ensure compliance and borrower satisfaction.
- Evaluated and implemented retention and liquidation strategies for delinquent accounts, enhancing recovery rates.
- Addressed and resolved conflicts related to loan delinquency.
- Communicate with delinquent borrowers via telephone and written correspondence to determine the reason for delinquency.
- Displayed an exceptionally high level of customer service to borrowers in regard to account inquiries.
- Resolved client-billing issues and addressed accounts receivable delinquency, delivering timely customer service to maintain positive relationships.
- Maintain Quality Assurance as defined by company standards.
- Adapted workflow to changing priorities and guidelines.
Customer Service Representative
Securus
Cary
10.2013 - 01.2015
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Assisted existing and potential customers with inquiries and concerns regarding products or services to ensure satisfaction.
- Maintained a professional and satisfied relationship with clients and customers by providing product and service troubleshooting and educating them about the features and benefits of their purchase/subscription.
- Documented customer interactions and transactions, capturing inquiries, complaints, and resolutions to enhance service quality.
Sales Rep
Trident Marketing
Raleigh
09.2011 - 02.2013
- Promoted and sold DIRECTV, internet, phone, and ADT services through inbound and outbound calls.
- Built strong customer relationships through effective communication and support.
- Conducted product demonstrations to educate clients on features and benefits.
- Collaborated with team members to develop tailored sales strategies for clients.
Case Manager Assistance (Volunteer)
Wake Co. Human Services
07.2011 - 09.2011
- Provided timely customer support via phone and email to address inquiries
- Answered incoming calls promptly
- Organized and maintained information systems for easy access
- Executed data entry tasks with precision to ensure accurate records
- Assisted in maintaining office accounting records
- Typed documents and correspondence
- Recorded messages for staff
- Use specific programs like Microsoft Word, Excel, or Access
- Operate office equipment like copiers or fax machines
Claims Specialist
Humana
Cary
10.2010 - 01.2011
- Enrolled individuals in insurance, assisting with selection of optimal plans for themselves and their families.
- Overrode pricing issues for customers needing early prescription access.
- Taking payments (collections), Clearing of the bill by taking payment by phone.
QA (Lab Tech)
Bay Valley
Faison
05.2009 - 08.2009
- Tested products prior to shipping to ensure safety for consumers.
- Inspected lines before production to eliminate dirt or broken glass hazards.
- Verified labels and product placement before sale to ensure accuracy and quality.
Check Weigh
Mt.Olive Pickle Company
Mt.Olive
01.2002 - 02.2009
- Weighed jars of product packed by team to ensure accuracy.
- Wrapped and packaged products for efficient shipment and delivery.
- Discarded and routed defective products and contaminants for rework to maintain quality standards.
- Tested samples, materials and products, using test equipment.
Education
Bachelor of Science - Organizational Management
SAINT AUGUSTINE'S COLLEGE
Raleigh, NC05-2012
Skills
- Debt recovery
- Loan servicing
- Customer service
- Payment negotiations
- Transaction processing
- Account management
- Regulatory compliance
- Data analysis
- Data entry
- Time management
- Team player
- Customer outreach
References
- Pricilla Hawkins, Wake Co. Human Services, 919-212-7000
- Melissa Lewis, Seterus INC, 843-359-9953
- Koury Thompson, College Foundation Inc., 919-438-6060
Organizations Activities
Wake Co. Human Services, Case Manager Assistance, 07/11, 09/11, Volunteer, Answer phones, File and organize information, Take messages, Type, Do data entry or word processing, Help with office accounting, Operate office equipment like copiers or fax machines, Use specific programs like Microsoft Word, Excel, or Access, Provide customer support
Timeline
Warehouse Associate
Amazon Sortation Center
11.2023 - 04.2026
Collection Representative/ Call Center Counselor
College Foundation Inc.
03.2019 - Current
Late Stage Mortgage Specialist
IBM/Seterus
04.2015 - 03.2019
Customer Service Representative
Securus
10.2013 - 01.2015
Sales Rep
Trident Marketing
09.2011 - 02.2013
Case Manager Assistance (Volunteer)
Wake Co. Human Services
07.2011 - 09.2011
Claims Specialist
Humana
10.2010 - 01.2011
QA (Lab Tech)
Bay Valley
05.2009 - 08.2009
Check Weigh
Mt.Olive Pickle Company
01.2002 - 02.2009
Bachelor of Science - Organizational Management
SAINT AUGUSTINE'S COLLEGE