Ashlee Kane
Glendale
Summary
Customer service and collections specialist with extensive experience in managing delinquent accounts and negotiating payment agreements. Strong commitment to maintaining regulatory compliance while delivering exceptional support and resolving complex issues to drive customer retention.
Overview
16
16
years of professional experience
Work History
Collections/Customer Service Representative
Shellpoint Mortgage Servicing/Newrez
Tempe
05.2025 - 05.2026
- Managed customer inquiries regarding mortgage payment collections and account status via inbound and outbound calls.
- Assisted customers in understanding payment options and resolving billing issues.
- Identified reasons for delinquency, enabling tailored assistance for customers to resolve payment issues.
- Provided customer service to resolve issues related to overdue accounts.
- Collaborated with team members to streamline collection processes and enhance customer service.
- Educated clients on company policies related to mortgage servicing and collections.
- Clarified collection policies and procedures for customers to ensure understanding and compliance.
- Maintained compliance with regulations governing mortgage collections practices.
- Escalated complex issues to management for further resolution and support.
- Researched customer requests by accessing internal databases.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Followed department calling scripts and procedures to optimize collections efforts.
- Processed payments and updated account information in the system.
Team Lead/Healthcare Market Research Telephone Interviewer
Press Ganey Solutions
05.2018 - 12.2023
- Made outbound calls to conduct market research interviews by telephone for healthcare beneficiaries.
- Answered inbound calls to conduct market research interviews by telephone for healthcare beneficiaries.
- Managed agents by listening/grading calls and providing feedback.
- Answered questions asked by agents.
- Conducted computer-based interviews with high degree of accuracy and integrity.
- Recorded participant responses into computer system.
- Followed project specifications. And maintained company dialing standards.
- Exercised courtesy and professionalism to all respondents and Maintained confidentiality of all collected data.
Collections Account Representative
Portfolio Recovery Associates
04.2017 - 04.2018
- Contacted delinquent debtors by phone in an inbound/outbound call center in effort to collect a debt.
- Negotiated settlements or monthly payment allowances within specific guidelines.
- Maintained customer’s records by updating payment and account information.
- Conducted payment transactions electronically and negotiated payment arrangements for customers on their accounts.
- Executed comprehensive collections strategy of both oral and written communication with customers who are past due.
- Interacted with team members sharing information and working to make sure the best practices are used to achieve the collection goals.
- Awarded monthly bonuses for achieving perfect scores on all phone monitors throughout the month.
- Recognized as Top Collector for the months of October, November, and December for having the most checks collected and most money collected on the team.
- Ranked in the top 10% of collection production for the month.
Retail Customer Service Banking Specialist
Xerox
08.2015 - 03.2017
- Responded to basic banking financial inquiries regarding procedures, policies, and bank programs, balance, check verification, deposits, stop payments, debit card transactions, and lost and stolen services.
- Resolved customer service issues and complaints, and escalated calls appropriately.
- Collected on accounts with overdrawn balances.
- Conducted payment transactions electronically and negotiated payment arrangements for customers on their accounts.
- Extended quality customer service and provided complete and accurate responses, while consulting with customers to evaluate needs and determine the best options.
- Maintained up-to-date knowledge of policies regarding account changes, and informed customers of new available services.
- Online banking navigation for funds transfers, wire transfers, and Bill Pay, as well as assisting with technical support.
- Assisted in planning and implementing department goals and making recommendations to management to improve efficiency and effectiveness.
- Acknowledged for constantly receiving perfect averages of 100% for Quality Assurance.
- Acknowledged by supervisors and site directors for always meeting monthly goals.
Team Lead/Health Insurance Customer Service Agent
Dialogue Direct
07.2014 - 05.2015
- Health Insurance Marketplace Campaign; Medicaid, Medicare, basic health insurance.
- Assisted with the enrollment of health insurance and directing calls to appropriate personnel.
- Provided exceptional customer service to all clients.
- Promoted to team lead within 30 days of employment.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Provided cross training to over 40 staff members, ensuring knowledge of basic process and procedure to improve customer interactions.
- Multi-tasked systems while providing service and resolving client issues, upgrades, and insurance plans.
Customer Service Sales Associate
Walmart
Arlington
05.2013 - 06.2014
- Provided exceptional customer service to all customers.
- Enthusiastically conversed with customers about purchase needs and available items.
- Fostered customer loyalty through effective communication and positive interactions.
- Ensured availability on sales floor to promptly address customer needs.
- Handled transactions as cashier, managing checkouts, returns/exchanges, and processing payments via cash or credit card.
- Received monthly bonuses for exceeding corporate goals.
Customer Service/Cashier
Luby’s
04.2010 - 05.2013
- Worked as a cashier, processed customer payments by cash or credit card.
- Delivered exceptional customer service, enhancing overall customer satisfaction.
- Fostered customer loyalty through effective communication and positive interactions.
- Adapted to unique customer requests, ensuring a flexible and accommodating shopping experience.
- Enthusiastically conversed with customers about purchase needs and available items.
- Achieved employee of the month due to stand out comments from customers and dedicated hard work.
Education
High School Diploma -
Trimble Tech High School
Fort Worth, TX01-2012
Skills
- Mortgage collections
- Debt collection
- Managing delinquent accounts
- Payment negotiation
- Payment agreements
- Compliance regulations
- Risk assessment
- Negotiation and resolution
- Effective communication
- Problem solving
- Time management
- Critical thinking
- Conflict resolution
- Customer service
- Microsoft office
Timeline
Collections/Customer Service Representative
Shellpoint Mortgage Servicing/Newrez
05.2025 - 05.2026
Team Lead/Healthcare Market Research Telephone Interviewer
Press Ganey Solutions
05.2018 - 12.2023
Collections Account Representative
Portfolio Recovery Associates
04.2017 - 04.2018
Retail Customer Service Banking Specialist
Xerox
08.2015 - 03.2017
Team Lead/Health Insurance Customer Service Agent
Dialogue Direct
07.2014 - 05.2015
Customer Service Sales Associate
Walmart
05.2013 - 06.2014
Customer Service/Cashier
Luby’s
04.2010 - 05.2013
High School Diploma -
Trimble Tech High School