Hope Williams
Greenville
Summary
Adaptable Customer Service and Collections Professional with strong analytical skills and a focus on continuous learning. Delivered high productivity and efficient task completion through expertise in data interpretation, statistical analysis, and predictive modeling. Contributed to effective communication and teamwork, fostering collaboration and innovative solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Ops analyst I
T.D. Bank N.A.
09.2022 - Current
- Reviewed and analyzed mortgage accounts to ensure all required documentation has been submitted accurately and within Service Level Agreements (SLA).
- Certified and managed CDS creations, ensuring accuracy and compliance with regulatory and company standards.
- Verified documentation and account details to facilitate efficient and timely mortgage processing.
- Collaborated with internal teams to resolve discrepancies and maintain seamless workflow.
- Monitored SLA timelines to ensure adherence and minimize delays in accounts management.
- RESL Default Management | Inline Business Controls
DEBT SPECIALIST I
T.D. Bank N.A.
09.2022 - Current
- Identified, evaluated, and resolved reasons for delinquency to reduce loss to organization.
- Conducted outbound calls on delinquent accounts to arrange payment plans, assisting customers in managing debt.
- Advised customers of necessary actions and strategies for debt repayment.
- Resolved issues by identifying and implementing appropriate solutions for customers.
- Utilized collection software to keep detailed notes of customer interactions.
- Performs various administrative functions for assigned accounts, such as recording address changes.
- Taking on additional responsibilities to ensure team's success.
Sales Agent
Spectrum
06.2021 - 05.2022
- Assisted call-in customers with questions and orders.
- Drive sales through excellent customer service to new and existing customers while taking any opportunities to upsell.
- Assisting customers with any basic troubleshooting problems with their services.
- Asking probing questions to offer the best services for customers.
- Achieved productive levels of call metrics, Sales performance, and other key performance indicators.
LoSS Prevention Agent
Global lending services LLC
10.2019 - 06.2021
- Proven knowledge and experience in effective repossession techniques and practices.
- Utilized skip tracing to initiate timely contact with borrowers, enhancing recovery efforts.
- Located and monitored overdue accounts, using computers and a variety of automated systems.
- Achieved productive levels of call metrics, contact percentages and other key performance indicators.
- Delivered weekly status reports outlining key collection issues and proposed actionable resolutions.
Education
Associates of Science -
Greenville Technical College
GreenvilleIB diploma -
Southside Highschool
Skills
- Business process optimization
- Data analysis
- Regulatory compliance
- SLA monitoring
- Documentation
- Document verification
- Discrepancy resolution
- Proficient in Microsoft Excel
- Microsoft office
- Analytical decision-making
- Detail-oriented
- Multi-tasking
- Time management
- Negotiation
- Active listening
- Attention to detail
Timeline
Ops analyst I
T.D. Bank N.A.
09.2022 - Current
DEBT SPECIALIST I
T.D. Bank N.A.
09.2022 - Current
Sales Agent
Spectrum
06.2021 - 05.2022
LoSS Prevention Agent
Global lending services LLC
10.2019 - 06.2021
Associates of Science -
Greenville Technical College
IB diploma -
Southside Highschool