Michelle Hamilton
Wilmington
Summary
Dynamic Collections Agent with a proven track record at Navient, excelling in debt negotiation and customer relationship management. Achieved significant recovery rates through strategic payment arrangements and effective conflict resolution. Skilled in collections processing and dedicated to enhancing client satisfaction while ensuring compliance with fair debt practices.
Overview
2027
2027
years of professional experience
Work History
Collections Agent
Navient
- Managed collection efforts through effective communication with clients regarding outstanding accounts.
- Analyzed account statuses to identify delinquency trends and recommend appropriate actions.
- Facilitated payment arrangements by negotiating terms that align with company policies.
- Maintained accurate records of interactions and transactions in the collections database.
- Resolved customer inquiries and disputes while ensuring compliance with regulations.
- Implemented feedback mechanisms to enhance service quality and client satisfaction levels.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- 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.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
Collector II Refi
Mohela
06.2025 - Current
- Managed collection processes to ensure timely payment and account resolution.
- Assisted customers with inquiries and provided support on repayment options.
- Utilized CRM systems to track account statuses and document interactions.
- Developed strategies for improving collection rates through targeted communication.
- Analyzed account data to identify trends and recommend process improvements.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Evaluated, researched and resolved discrepancies.
Collector II
Mohela
Wilmington, DE
01.2016 - Current
- Facilitated communication with borrowers to resolve account discrepancies and delinquency issues.
- Managed incoming calls and inquiries, providing accurate information on repayment processes.
- Utilized collection software to track account statuses and document interactions effectively.
- Collaborated with team members to develop strategies for improving collection rates and customer engagement.
- Conducted follow-up correspondence to ensure timely payments from accounts in default.
- Analyzed borrower accounts to identify patterns and recommend tailored repayment solutions.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Maintained high volume of calls and met demands of busy and productive group.
Trainer Coordinator
Navient
Wilmington, DE
06.2024 - 05.2025
- Developed training materials to enhance employee knowledge and engagement.
- Coordinated training sessions to ensure alignment with organizational goals and objectives.
- Monitored trainee progress, providing feedback for skill development and improvement.
- Collaborated with subject matter experts to create targeted learning programs.
- Increased trainer productivity by establishing clear expectations and providing ongoing support.
- Ensured compliance with regulatory requirements by conducting thorough audits of curriculum content.
- Optimized existing training programs to better align with company goals and objectives.
- Tracked employee progress through various stages of their career paths, identifying areas where additional support or resources may be necessary.
- Leveraged technology to enhance the overall effectiveness of delivered training content.
- Enhanced training efficiency by developing and implementing well-structured lesson plans.
- Streamlined onboarding processes for new hires, saving company time and resources.
- Tested and evaluated students on materials presented in workshops and classes.
- Optimized learning plans based on student performance and feedback.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Optimized day-to-day instruction to align educational strategies with industry best practices.
- Reviewed class and student records to identify improvement opportunities.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Tested students to assess progress and adapted learning plans in alignment with performance.
- Trained and mentored Number new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Developed lesson plans, instructional materials and written practice tests for Type and Type training courses.
- Provided coaching and mentoring to employees.
Education
Associate of Science - Business Administration
University of Phoenix
Tempe, AZ07-2026
Skills
- Payment arrangement
- Skip tracing
- Collections processing
- Account management
- Debt negotiation
- Credit adjustments
- Delinquent account management
- Credit control
- Billing procedures
- Repayment plan structuring
- Fair debt practices
- Recovery techniques specialist
- Repayment negotiations
- Collections process improvement
- Aged account reporting
- Billing and collections best practices
- Goal orientation
- Accounts receivable specialist
- Collections
- Credit and collections
- Decision-making
- Call center experience
- Account review
- Customer research
- History research
- Financial management
- Payment acceptance
- Conflict resolution techniques
- Performance improvement techniques
- Call center background
- Billing problem resolution
- Payment plan management
- Skip tracking
- Following conversation scripts
- Billing practices
- Delinquency prevention
- Attention to detail
- Payment processing
- Clear communication
- Updating customer accounts
- Fair debt collections practices
- Negotiation and resolution
- Pleasant telephone demeanor
- Persuasive negotiation
- Customer relationship management
- Debt repayment negotiation
- Presentation skills
Timeline
Collector II Refi
Mohela
06.2025 - Current
Trainer Coordinator
Navient
06.2024 - 05.2025
Collector II
Mohela
01.2016 - Current
Collections Agent
Navient
Associate of Science - Business Administration
University of Phoenix