Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Nicole Thomas

Baxley

Summary

Dynamic collections professional with extensive call center experience at Enhanced Resource Center. Proven track record in payment recovery and account resolution, utilizing assertiveness and strategic communication to reduce outstanding debts. Skilled in FDCPA compliance, enhancing customer satisfaction through effective negotiation and education on financial obligations.

Experienced with managing and collecting outstanding accounts, ensuring timely payments and reducing delinquencies. Utilizes effective negotiation techniques to resolve payment issues and maintain client relationships. Track record of implementing strategic approaches to account management and achieving high recovery rates.

Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Call Center Service Collector (Remote)

Enhanced Resource Center
02.2019 - 06.2021
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Evaluated, researched and resolved discrepancies.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
  • Performed detailed account audits to identify discrepancies or inconsistencies that may have been hindering the collections process.

Collections & Payment Solutions Associate

Remote
03.2016 - 01.2019
  • Monitored transaction performance, identifying trends and areas for optimization.
  • Utilized software tools effectively to manage a high volume of transactions without compromising accuracy or timeliness.
  • Streamlined payment processes for increased transaction speed and reduced errors.
  • Enhanced customer satisfaction by efficiently processing payment transactions and addressing client concerns.
  • Worked diligently under pressure during peak periods, maintaining a consistent record of excellent performance.
  • Collaborated with team members to ensure seamless coordination of daily operations and deliverables.
  • Contributed to business growth by identifying opportunities for improvement in payment processes and customer experience.
  • Provided exceptional customer service, resolving disputes promptly and professionally.
  • Developed strong relationships with clients, fostering trust and loyalty through attentive service and support.
  • Maintained a high level of accuracy in data entry to prevent discrepancies and improve overall efficiency.
  • Assisted in the implementation of new payment platforms, facilitating easier access for customers.
  • Conducted regular audits of payment systems to maintain accuracy and security standards.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.

Remote Financial Customer Support Agent

Fidelity Investments
01.2014 - 02.2016
  • Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
  • Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
  • Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
  • Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
  • Participated in ongoing professional development to stay current with industry best practices, company policies, and product updates.
  • Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution or enhancements available within the company''s offerings.
  • Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
  • Prepared comprehensive reports highlighting trends in support requests received over time, aiding in proactive issue identification and preemptive solution implementation.
  • Assisted in streamlining internal processes by identifying areas of improvement and proposing actionable solutions that enhanced overall efficiency.
  • Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
  • Provided mentoring and guidance to new team members for seamless integration into the customer support environment.

Education

Medical Diploma - Health Care Administration

Ultimate Medical Academy
Clearwater, FL
04-2025

High School Diploma -

Appling County High School
Baxley, GA
05-2015

Skills

  • Safety procedures
  • Assertiveness
  • Call center experience
  • Customer researching
  • Inbound & Outbound Call Management
  • Payment Recovery & Account Resolution
  • Delinquency Risk Assessment
  • FDCPA & UDAAP Compliance

Accomplishments

  • Consistently earned high-quality scores during post interaction customer surveys.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

  • FDCPA - Fair Debt Collection Practice Act Certified

Languages

English
Full Professional

Timeline

Call Center Service Collector (Remote)

Enhanced Resource Center
02.2019 - 06.2021

Collections & Payment Solutions Associate

Remote
03.2016 - 01.2019

Remote Financial Customer Support Agent

Fidelity Investments
01.2014 - 02.2016

Medical Diploma - Health Care Administration

Ultimate Medical Academy

High School Diploma -

Appling County High School

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