Kayla Dodd
Gulfport
Summary
Proven Collections Specialist with a track record of enhancing collections efficiency at Nuway Auto Sales through strategic planning and implementation. Expert in skip tracing and negotiation, complemented by a knack for maintaining customer relations with empathy and professionalism. Demonstrates superior attention to detail and exceptional organizational skills, significantly improving account management processes.
Overview
9
9
years of professional experience
Work History
Collections Specialist
Hancock Whitney Bank
Gulfport
07.2024 - Current
- Utilized collections software and databases for efficient account management.
- Accepted and processed customer payments and applied toward account balances.
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed daily operations in collections department to ensure timely debt recovery.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
Collections Manager
Nuway Auto Sales
07.2023 - Current
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed and approved all repossessions
- Managed all transports of vehicles
- Input all invoices for tow companies
- Assisted with replevin, and bankruptcy accounts
- Oversaw all collections for four of the company's car lots
Technical Support Representative
Apple
03.2022 - 07.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Received training on how to diffuse angry customers and to be able to better suit their needs
Collections/Title Clerk & Funding
Southeast Auto Financial Services/ Nuway Auto Sale
03.2020 - 02.2022
- Entered title and vehicle information into database.
- Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
- Communicated with customers to resolve common title issues.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Account Manager/Trainer
RNR Tire Express
07.2016 - 03.2020
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Addressed all repossessed accounts
- Travel to different locations to train account managers and store managers
Education
GED -
Pass Christian High School
Pass Christian, MS05.2003
No Degree - Basic Studies
Jones County Junior College
Ellisville, MSSkills
- Risk Assessment Capabilities
- Past due balance management
- Customer Service Management
- Exceptional organization
- Staff Training
- Policy Enforcement
- Conflict resolution techniques
- Monitoring processes
- Empathy and Tactfulness
- Superior attention to detail
- Skip tracing
- Payment processing
- Account management
- Collections software
- Negotiation skills
- Customer service
- Data entry
References
References available upon request.
Timeline
Collections Specialist
Hancock Whitney Bank
07.2024 - Current
Collections Manager
Nuway Auto Sales
07.2023 - Current
Technical Support Representative
Apple
03.2022 - 07.2023
Collections/Title Clerk & Funding
Southeast Auto Financial Services/ Nuway Auto Sale
03.2020 - 02.2022
Account Manager/Trainer
RNR Tire Express
07.2016 - 03.2020
GED -
Pass Christian High School
No Degree - Basic Studies
Jones County Junior College
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