REDINA WADE ROBERTSON
PHOENIX
Summary
Dynamic Collection Representative III at Flagship Credit Acceptance with expertise in loan modification and customer education. Proven ability to manage accounts effectively while employing skip tracing techniques. Adept at enhancing customer satisfaction through clear communication and problem-solving skills, ensuring clients understand their payment plans and improving their credit standing.
Overview
11
11
years of professional experience
Work History
Collection Representative III
Flagship Credit Acceptance
Tempe
10.2022 - Current
- Process loan modification, offer deferments to help keep account current
- Educating the customers on the contract and helping them plan a successful payment plan
- In this position there are requirements of skip tracing and assigning repos for delinquent accounts
Acct Manager
Global Lending Service
Tempe
04.2020 - 10.2022
- Company Overview: This is an auto lending service, inbound/outbound call center
- Follow up with customers concerning their loan, take/schedule payments, provide extension, answer all customers inquiries
- This is an auto lending service, inbound/outbound call center
CSR - Customer Service Representative
Express Professional Staffing Services (FES)
Farmington Hills
06.2019 - 12.2019
- Answer high call volume, send correspondence to credit bureaus to remove delinquency from credit reports
- Educate clients on how to improve credit score
- Take proper precautions to prevent Identity theft
CSR - Customer Service Representative
Concentrix (CONSUMERS ENERGY)
Farmington Hills
06.2018 - 06.2019
- Company Overview: This is a utility company we process payments
- Start or End Services if customers are moving
- Reconnect Services if disconnected once Payment is posted to the account
- Review Bill with customers
- Schedule Technician to come to home if there is emergency or reconnect gas meter
- Set Up payment arrangements
- This is a utility company we process payments
Customer Service Representative
Alorica
Houston
10.2014 - 05.2018
- Provided technical support to customers using maintenance procedures based on the company products
- Identifies and responds to customer's needs based on designated procedures of account/client
- Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
- Escalates calls to supervisor when necessary and appropriate and maintains records of customer interactions and action taken including: transactions, comments, inquiries and complaints
- Tracks call related information of each call received for auditing and reporting purposes
Education
High school diploma -
Detroit Central
Detroit, MI06.1993
Skills
- Loan modification and payment processing
- Skip tracing
- Customer education and account management
- Credit reporting
Affiliations
- Founder of Storm Missing And Exploited Children, this a new program where we will help in the search of the missing children. We also are collecting donation for the parents to help cover rent/ food in order for them to focus on whats more important
Timeline
Collection Representative III
Flagship Credit Acceptance
10.2022 - Current
Acct Manager
Global Lending Service
04.2020 - 10.2022
CSR - Customer Service Representative
Express Professional Staffing Services (FES)
06.2019 - 12.2019
CSR - Customer Service Representative
Concentrix (CONSUMERS ENERGY)
06.2018 - 06.2019
Customer Service Representative
Alorica
10.2014 - 05.2018
High school diploma -
Detroit Central
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