Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Walters

Tolleson

Summary

Proven track record at Capital One, enhancing customer relations and debt recovery efficiency through exceptional problem-solving and negotiation skills. Excelled in reducing delinquencies and streamlining processes, demonstrating a goal-oriented mindset and a strong ability to manage priorities. Recognized for outstanding teamwork and communication, contributing to significant improvements in operational outcomes. 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

Work History

Customer Service Collections Representative

Capital One
06.2022 - Current
  • Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
  • Reduced delinquency rates with proactive communication and targeted payment plans.
  • Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
  • Streamlined collections processes for improved efficiency and faster debt recovery.
  • Assisted customers with financial education resources, empowering them to make informed decisions about their debts.
  • Evaluated customer creditworthiness, making informed decisions on account management strategies.
  • Balanced multiple priorities effectively while maintaining strong attention to detail in all aspects of work.
  • Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
  • Collaborated with cross-functional teams to identify process improvements and implement best practices in collections operations.
  • Utilized advanced software tools to track account status, prioritize collections efforts, and monitor progress toward goals.
  • Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
  • Established rapport with customers through active listening and empathetic communication techniques.

Insurance Agent

Aflac
04.2020 - 05.2022
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.

Guest Service Representative

Aria Resort and Casino
07.2017 - 04.2020
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Answered hotel phones with professionalism and directed calls appropriately.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Processed guest check-ins and check-outs following procedures for fast turnover.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Utilized property management software proficiently for efficient guest data management and reporting purposes.

Education

Wayne State University
Detroit, MI
08.2015 -

High School Diploma -

River Rouge High School
05.2014

Skills

  • Customer Relationship Building
  • Patience and Persistence
  • Goal-oriented mindset
  • Customer Consultation
  • Stress Tolerance
  • Data entry proficiency
  • Reception Management
  • Management Support
  • Cross-selling expertise
  • Records Management
  • Skip Tracing
  • Delinquent account management
  • Regulatory Compliance
  • Assertiveness
  • Insurance Requirements
  • Debt collection knowledge
  • Industry Regulations Awareness
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Updating Customer Accounts
  • Multitasking
  • Excellent Communication
  • Reliability
  • Team Collaboration
  • Organizational Skills
  • Clear Communication
  • Decision-Making
  • Adaptability and Flexibility
  • Effective Communication
  • Active Listening
  • Microsoft Office
  • Payment Scheduling
  • Relationship Building
  • Negotiation and Resolution
  • Documentation and Recordkeeping
  • Team building
  • Analytical and Critical Thinking
  • Self Motivation
  • Work Planning and Prioritization
  • Customer Relationship Management
  • Interpersonal Skills
  • Analytical Thinking
  • Conflict Resolution
  • Goal Setting
  • Accurate payment posting
  • Professionalism
  • Account Monitoring
  • Problem Identification

Timeline

Customer Service Collections Representative

Capital One
06.2022 - Current

Insurance Agent

Aflac
04.2020 - 05.2022

Guest Service Representative

Aria Resort and Casino
07.2017 - 04.2020

Wayne State University
08.2015 -

High School Diploma -

River Rouge High School

Similar Profiles

CREATE PROFILE
Ashley Walters