Kendra Elliott
Pendleton
Summary
I am a dedicated and hardworking professional known for consistently showing up on time and maintaining excellent attendance. I bring a strong work ethic and a positive attitude to every task, always striving to exceed expectations and support my team. Reliability, commitment, and a genuine drive to succeed are the foundations of my approach to work.
Skilled professional successful at managing a high volume of collections calls in fast-paced, demanding environments. Excellent conflict resolution and interpersonal skills. Driven to maximize returns and exceed monthly quotas.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Collections Manager
Data Trac
Anderson
01.2018 - 08.2024
- Oversaw and directed collections department.
- Managed and coordinated all collection activities.
- Monitored compliance with HIPAA and FDCPA standards among collectors.
- Planned the sequence for working on accounts.
- Monitored compliance by scoring collector performance.
- Reached out to clients regarding outstanding balances across various sectors like healthcare, rental services, retail stores and utilities.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Implemented automated systems for tracking customer payments and sending reminders when needed.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Developed procedures to ensure timely collection of payments from customers.
- Maintained accurate records of all collection activities in accordance with local laws.
- Responded to customer inquiries about billing issues, account status, and payment options.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Updated accounts with documentation of interactions and current information.
- Managed daily posting of payments to customer accounts.
- Received and submitted payments and applied amounts to customer balances.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Reached out to customers to discuss late payments and options for remitting amounts due.
- Developed and improved procedures for collection of past due amounts.
Debt Collector/Collections Manager
MERCHANTS CREDIT
Anderson
03.2000 - 01.2018
- Consistently managed a workload of over 400 accounts on a daily basis.
- Handled acquisition and retention for new and existing accounts.
- Operated automatic dialer efficiently in day-to-day activities.
- Managed account downloads directly through dialer system.
- Skilled in obtaining essential details for various industries including medical, retail, rental management and utilities.
- Demonstrated strong adherence to FDCPA regulations.
- Exhibited professionalism while successfully collecting payments.
- Consistently went above and beyond expectations.
- Displayed exceptional effort on a regular basis.
- Fostered a culture of mutual respect by consistently treating others with courtesy.
- Implemented strategies aimed at surpassing previous monthly financial targets.
- Analyzed customer financial information and determined appropriate payment plans.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Reconciled discrepancies between customers' accounts and statements of account.
- Maintained detailed records of all collection activity in accordance with company policies and procedures.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Processed incoming payments from customers according to established procedures.
- Verified accuracy of account information and updated records accordingly.
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Ensured all collection activities complied with applicable laws and regulations.
- Attended meetings with internal staff members to discuss best practices for collections processes.
- Explained the consequences of non-payment in a professional manner.
- Implemented collection strategies to maximize recovery rates.
- Resolved disputes and negotiated settlements to satisfy all parties involved.
- Ensured compliance with state and federal laws governing debt collection practices.
- Prepared and mailed out demand letters and other necessary correspondence.
- Managed high-volume call lists to contact debtors and secure payments.
- Educated debtors on the consequences of non-payment and potential resolutions.
- Negotiated repayment plans with debtors to meet client recovery targets.
- Communicated with clients to provide updates on account recovery status.
- Achieved monthly collection targets through effective negotiation techniques.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Maintained confidentiality and adhered to FDCPA regulations during collections.
- Received payments and posted amounts to customer accounts.
- Monitored overdue accounts using automated information systems.
Education
High school diploma -
Pendleton High School
Pendleton, SC06.1996
Skills
- Microsoft Excel
- Microsoft Word
- Shift Management
- Cold Calling
- Microsoft Office
- Cash Handling
- Microsoft Outlook
- Negotiation
- Typing
- Customer Service
- Accounts Payable
- Computer Skills
- Communication Skills
- HIPAA
- Management
- Accounts Receivable
- Phone Etiquette
- Data Entry
- Medical, Retail, Utility Collections
- Call Center
- Financial Concepts
- Debt recovery
- Collections strategy
- Account management
- Client communication
- Team leadership
- Customer service
- Conflict resolution
- Training development
- Exceptional organization
- Strong communication
- Debt recovery expertise
- Collections management
- Regulatory compliance
- Payment negotiation
- Debt recovery strategies
- Staff training
- Superior attention to detail
- Empathy and tactfulness
- Team leadership experience
- Patience and persistence
Certification
FDCPA Compliance Certificate
Reg F Compliance Certificate
TCPA Compliance Certificate
FCRA Compliance Certificate
HIPAA Compliance Certificate
Personal Information
Work Permit: Authorized to work in the US for any employer
References
Valerie Lindsay
1306 Mountain View Road Anderson SC 29626
(864) 378-3257
Dreaka Fuller
109 King Arthur Drive, Anderson SC 29621
(864) 401-4016
Tom McGregor
1205 Concord Rd Anderson SC 29621
(864) 617-3838
Timeline
Collections Manager
Data Trac
01.2018 - 08.2024
Debt Collector/Collections Manager
MERCHANTS CREDIT
03.2000 - 01.2018
High school diploma -
Pendleton High School