Tracey Reynolds

Tracey Reynolds

Call Center Debt Collection Specialist

Skilled and experienced Call Center and Collections Specialist with 10+ years working in a variety of fast-paced collections and customer service environments. Proficiency in managing a diverse and fluctuating caseload and a high volume of inbound and outbound calls utilizing various phone and computer systems while providing courteous, prompt, detailed, and accurate assistance. Capable problem-solver specializing in complaint mediation, issue resolution, and conflict mitigation. Self-motivated and able to thrive, whether working on tasks collectively or independently.

Contact
Address

11400 4th St. N. Apt #811

St. Petersburg, FL, 33716

Phone

(727) 290-5251

E-mail

cathrynereynolds@gmail.com

Skills
Call center

Excellent
Creative problem solving

Excellent
Active listening

Excellent
Effective communication

Very Good
Data entry

Very Good
MS Office proficiency

Good

Work History
2014-03 – 2019-08

Call Center Fraud Associate

FIS, Saint Petersburg, FL

·       Reviewed and assessed private account activity for possible fraudulent activity (i.e., Transaction fraud, first-party fraud, identity theft, etc.), and followed procedures to mitigate risks to customers and cardholders

·       Assisted Financial Institution representatives and cardholders to resolve issues with cardholder’s account status utilizing telephone and computer systems in a fast-paced environment to communicate and record vital information

·       Maintained a solutions-oriented focus while demonstrating empathy towards cardholders dealing with stressful, tense, or frustrating experiences

·       Exhibited a high standard of customer care; and followed all applicable regulatory and department practices and procedures
2013-10 – 2014-10

Mortgage Collector/CSR

Green Tree Servicing LLC, Tampa, FL

·       Served as customer’s primary point of contact and provided support for any issues, including collections, disputes, insurance issues, service requests, and general account maintenance

·       Received and submitted customer payments to further reduce open account balances

·       Conferred with customers by telephone to provide information about account status, collected payments, or arranged for billing

·       Provided information and advised customers on mortgage aversion and alleviation programs, including qualification, process, and document requirements
2006-07 – 2012-10

Collections Specialist

Valentine & Kebartes Inc, Bradenton, FL

·       Managed customer accounts; Interviewed and evaluated customers on reasons for delinquency, ability to re-pay, and credit repair options: Negotiated and tracked repayment plans and prepared relevant documents and necessary paperwork

·       Maintained customer database; Located (skip trace) and initiated customer contact, verified, updated applicable customer information

·       Handled a high volume of inbound/outbound calls within a dynamic call center environment

·       Adhered to all applicable state and federal laws concerning debt collection, as well as all company guidelines

Education
2012-08 – 2014-12

Liberal Arts Coursework

St. Petersburg College – Clearwater, FL