Summary
Overview
Work History
Education
Skills
Timeline
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Makia Polley

Phoenix

Summary

I'm a dedicated professional with knowledge of customer service, delivery, and proven multitasking abilities. I'm committed to increase new and returning customers, and drive business results.

Results-driven collections professional prepared to excel in debt recovery. Skilled in negotiation, account management, and resolving delinquent accounts. Strong focus on team collaboration and adaptability, ensuring seamless operations and achieving targets. Reliable and resilient with strong commitment to customer service and compliance standards.

Overview

18
18
years of professional experience

Work History

Collections Agent

OneMain Financial
04.2024 - Current
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • 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.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • 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.
  • 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.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • 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.
  • Used probing techniques to determine debtors' reasons for delinquency.

Senior Specialist 2 and 3/Email Support

Chase/WePay
06.2017 - 03.2024
  • Maintained a high volume of calls and emails, answering and resolving customer questions regarding their account.
  • Utilized Zendesk as a CRM to manage up to100 client contacts per day.
  • Conducted all conversations in a clear, friendly, and professional manner.
  • Negotiated immediate credit, debit, or EFT payments during collection calls.
  • Set up payment arrangements and ACH check payments for resolving debts.
  • Tracked individuals and their accounts through skip tracing.
  • Exceeded monthly quotas and quality assurance.
  • Maintained consistent metrics with regard to client satisfaction and responses per hour.
  • Counseled debtors on payment options and arranged installment agreements.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
  • Handled highly sensitive information responsibly while maintaining strict confidentiality standards.

Collections Representative

GM Financial
10.2006 - 04.2015
  • Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Accurately documented, researched and resolved customer service issues.
  • Met or exceed service and quality standards every review period.
  • Set up payments and payment arrangements to resolve customers delinquent account.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated to collect balance in full.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.

Education

High School Diploma - General Studies

Casa Grande Union High School
01.2001

Skills

  • Skilled in call center operations
  • Customer Interface expertise
  • Multi-line phone operations proficiency
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Persuasive speaker
  • Repayment plan structuring
  • Financial reporting
  • Accounts receivable specialist
  • Collections process improvement
  • Repayment negotiations
  • Collections regulatory guidelines
  • Billing and collections best practices

Timeline

Collections Agent

OneMain Financial
04.2024 - Current

Senior Specialist 2 and 3/Email Support

Chase/WePay
06.2017 - 03.2024

Collections Representative

GM Financial
10.2006 - 04.2015

High School Diploma - General Studies

Casa Grande Union High School

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Makia Polley