Shanda Navarro
Queen Creek,AZ
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Overview
12
12
years of professional experience
Work History
Property Compliance Specialist 2
Progress Residential
12.2024 - Current
- Registered new and existing residents with the HOA.
- Assisted residents with registering for amenity access, gate access and parking permits.
- Assisted colleagues with resident appeals.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Property Compliance Specialist 1
Progress Residential
10.2023 - 12.2024
- Supported and trained residents on compliance-related issues.
- Uploaded violations and created work orders to cure compliance issues
- Reviewed completed work orders and notified the HOA of compliance.
- Advocated for residents during the appeal process.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Created and maintained compliant work environment.
- Demonstrated strong organizational and time management skills while managing multiple cases.
Collections Agent 3
Progress Residential
07.2023 - 10.2023
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- 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.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Collections Agent 1
Progress Residential
10.2022 - 07.2023
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Achieved performance goals on consistent basis.
- Entered client details and notes into system for interdepartmental access and review.
Issuing Disputes Customer Service Specialist
PayPal
10.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Working Capital
PayPal
06.2018 - 10.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collected debts on business loans.
- Enrolled customers into payment plans.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collections Specialist
PayPal
05.2013 - 06.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Entered client details and notes into system for interdepartmental access and review.
- Trained new team members on scripts, company services, and collection strategies.
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
Education
High School Diploma -
Buena High School
Ventura, CA06.1989
Skills
- Payment processing coordination
- Effective time management
- Credit and Collections
- Collaborative team player
- Fair Debt Collections Practices
- Payment recovery processes
- Debt recovery tracing
- Effective organizational skills
- Compliance assessment and evaluation
- Research and analysis
- Compliance oversight
- Partnership development
- Problem-solving skills
- Regulatory compliance enforcement
- Monitoring policy adherence
Volunteer
Girl Scouts of Arizona Cactus Pine Council.
May 2020 to present
Timeline
Property Compliance Specialist 2
Progress Residential
12.2024 - Current
Property Compliance Specialist 1
Progress Residential
10.2023 - 12.2024
Collections Agent 3
Progress Residential
07.2023 - 10.2023
Collections Agent 1
Progress Residential
10.2022 - 07.2023
Issuing Disputes Customer Service Specialist
PayPal
10.2021 - 10.2022
Working Capital
PayPal
06.2018 - 10.2021
Collections Specialist
PayPal
05.2013 - 06.2018
High School Diploma -
Buena High School