Michael Hankins
Independence
Summary
Detail-oriented Customer Service and Collections Professional experienced in resolving complex account issues and handling sensitive customer interactions with empathy. Achieved high standards of accuracy and reliability while delivering quality service in fast-paced, compliance-driven environments. Committed to providing efficient, customer-focused solutions that enhance client experiences and support organizational goals.
Overview
23
23
years of professional experience
Work History
Collections Specialist
Citibank (Citi)
Florence
06.2022 - Current
- Provided support for a diverse range of products and services. Worked under little to no supervision, utilized advanced negotiation skills to resolve delinquency issues. Assessed risks in business decisions to mitigate potential losses. Applied detailed knowledge of a wide range of specialized administrative and technical skills. Complied with goals and parameters of established operationsOperated effectively under pressure in high-stress situations to maintain service quality at times. at times. Was able to maintain confidential and sensitive information.
- Analyzed customer accounts to identify payment patterns and potential issues.
- Analyzed customer accounts to identify payment patterns and potential issues.tes.
- Provided support for a diverse range of products and services. Worked under little to no supervision, utilized advanced negotiation skills to resolve delinquency issues. Assessed risks in business decisions to mitigate potential losses. Applied detailed knowledge of a wide range of specialized administrative and technical skills. Complied with goals and parameters of established operations effectively under pressure in high-stress situations to maintain service quality.uations at times. Was able to maintain confidential and sensitive information.
- Managed collections process for overdue accounts using Citi's proprietary systems.
- Analyzed customer accounts to identify payment patterns and potential issues.
- Communicated with clients to negotiate payment arrangements and resolve disputes.
Amazon Warehouse Associate
Amazon
Hebron
03.2020 - 06.2020
- Operated material handling equipment to move products and supplies efficiently.
- Loaded and unloaded shipments, ensuring safe handling of packages.
- Loaded and unloaded shipments, ensuring safe handling of packages.
- Managed returns by picking, packing, loading, and unloading trucks. Resigned to become stay-at-home dad to protect kids during pandemic-related daycare closures.
- Loaded and unloaded shipments, ensuring safe handling of packages.
- Loaded and unloaded shipments, ensuring safe handling of packages.
- Managed returns by picking, packing, loading, and unloading trucks. Resigned to become stay-at-home dad to protect kids during pandemic-related daycare closures.
Link Crew
Bar-S
Clinton
09.2019 - 03.2020
- Operated link machine to prepare food for cooking and processing
- Assisted in food preparation and assembly for various products.
- Maintained cleanliness and organization of work areas throughout the shift.
- Operated kitchen equipment safely and effectively during food production.
Swimming Pool Installer
YES pool contractors
05.2003 - 06.2010
- Set up above ground pools at residential locations
- Installed in-ground and above-ground swimming pools for residential clients.
- Prepared sites by excavating and leveling ground for pool installations.
- Operated various tools and equipment for pool installation tasks safely.
Education
GED -
Skills
- Collections management
- Customer service
- Data analysis
- Microsoft Excel
- Microsoft Office
- Microsoft Teams
- Microsoft Document processing
- PowerPoint
- Citistylus
- Citi workspaces
- Citi copilot
- Mainframes
- G360
- Computer proficiency
- Communication expertise
Timeline
Collections Specialist
Citibank (Citi)
06.2022 - Current
Amazon Warehouse Associate
Amazon
03.2020 - 06.2020
Link Crew
Bar-S
09.2019 - 03.2020
Swimming Pool Installer
YES pool contractors
05.2003 - 06.2010