TABITHA SANTIAGO
Louisville
Summary
Achieved top performer status at United Collection Bureau by leveraging exceptional negotiation and account management skills, resulting in significant revenue recovery and reduced delinquency rates. Demonstrated adaptability and empathetic customer service, excelling in high-pressure environments. Excelled in skip tracing and collections processing, enhancing team efficiency and client satisfaction.
Overview
16
16
years of professional experience
Work History
Collections Agent
United Collection Bureau
08.2020 - 06.2024
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Directed day-to-day collections functions.
- Achieved performance goals on consistent basis.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Reached out to approximately [Number] account holders daily.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Investigated accounts with balance errors using accounting software.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Developed expertise in multiple collections software systems for seamless transition between different clients'' needs.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Collected funds from delinquent customers and minimized loss to save $[Amount].
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
SERVER-BARTENDER-TRAINER
Buckhead Mountain Grill
03.2008 - 08.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
Therapeutic Foster Parent
Child Protective Services
01.2010 - 03.2012
- Cultivated trusting relationships with caseworkers and other professionals involved in supporting children's immediate needs.
- Provided emotional support to children during difficult times, offering a compassionate ear and guidance when needed.
- Served as an advocate for the children in my care during court proceedings, ensuring their voices were heard throughout the legal process.
- Managed challenging behavior through crisis intervention techniques while maintaining a calm demeanor under pressure situations.
- Conducted regular safety assessments on living conditions to ensure a secure environment for every child placed in my home.
- Provided consistent structure and routine, enabling children to feel secure and develop healthy habits.
- Organized and participated in regular family meetings to discuss progress, concerns, and future goals for each child in my care.
- Managed household finances responsibly while meeting all requirements set forth by licensing agencies, maintaining stability in the home environment.
- Mentored new therapeutic foster parents entering the field, sharing insights from personal experience to help them succeed in their roles.
- Maintained detailed documentation of each child''s progress, ensuring accurate records for future reference and treatment planning.
- Coordinated medical appointments and therapy sessions, prioritizing the health needs of each child in my care.
- Participated in ongoing training programs to stay current on best practices for therapeutic foster parenting and enhance my skills as a caregiver.
- Facilitated smooth transitions for children entering or leaving my care by communicating effectively with relevant parties involved in placement decisions.
- Collaborated with treatment teams to develop and implement individualized care plans for each child.
- Promoted positive behaviors through reinforcement strategies, contributing to the overall well-being of children in my care.
- Supported educational goals by working closely with school staff and providing necessary resources at home.
- Developed strong relationships with biological families to support reunification efforts when appropriate.
Education
High School Diploma -
Boonville High School
Boonville, IN05.1999
Skills
- Payment Arrangement
- Skip Tracing
- Collections processing
- Account Management
Timeline
Collections Agent
United Collection Bureau
08.2020 - 06.2024
Therapeutic Foster Parent
Child Protective Services
01.2010 - 03.2012
SERVER-BARTENDER-TRAINER
Buckhead Mountain Grill
03.2008 - 08.2020
High School Diploma -
Boonville High School
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