Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Work Availability
Affiliations
Work Preference
Quote
Software
Languages
Websites
Interests
BusinessAnalyst

Dawna Young

Tennessee,Tennessee

Summary

  • Bachelor's in legal studies with over 4 years legal experience and NFPA Certification
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
  • Meets time targets and exceeds employer expectations
  • Proven ability in grasping and following complex instructions quickly and accurately
  • Proficient computer skills in MS Office and Google Suites.
  • Ability to exercise good judgment and discretion in handling confidential materials and matters following company policies and procedures at all times
  • Excellent communication consisting of reflecting a positive, professional helpful attitude, willingness to listen and assist with resolving conflicts and answering questions
  • Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
  • Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance as well as learning new methods.

Organized legal team member versed in legal practices and procedures relevant to bankruptcy and fdcpa law. Skilled at keeping documentation and records updated, cases organized and calendars accurate.

Overview

20
20
years of professional experience
1
1
Certification
1
1

Alpha Kappa Beta Honor Society

4
4
years of post-secondary education

Work History

Collector II

USCB AMERICA
LOS ANGELAS , CA
09.2023 - 03.2024
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Managed customer accounts by obtaining payment information and updating records.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Placed outbound collections calls daily to approximately 100 account holders.
  • Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Provided guidance and assistance to customers who were facing financial difficulties.
  • Conveyed current account information and obtained payments by using pre-scripted statements.

Senior Legal Operations Associate

Google Operations Center
Remote, TN
09.2020 - 11.2022
  • Processed international requests related to user data to user privacy and legal requirements
  • Day-to-day routine included processing, analyzing, and interpreting the language of these requests
  • Was highly detailed and processed-oriented, and genuinely invested in Google's mission, in quality, in user data rights, privacy, dedicated and task-oriented amidst the daily routines
  • Professionalism, humility, and confidentiality were of my utmost importance
  • Identified changes in process shifts and automation delays.

Paralegal Specialist & Collector

FedEx Employees Credit Association
Memphis, TN
02.2016 - 02.2018
  • Consulted with clients to answer inquiries and handle complaints while providing outstanding customer service
  • Supported the department with clerical functions, including responding to online account inquiries, conducting account research and processing payments
  • Maintained thorough and current knowledge of all the Credit Association collection and loss prevention policies and procedures and the NCUA regulations
  • Processed all of the garnishments and levies, subpoenas and bankruptcy notices within a timely manner
  • Researched decedent accounts and assisted other departments.

Accounting Specialist

Shapiro & Kirsch
Memphis, TN
10.2014 - 03.2015
  • Spearheaded the management of customer accounts, including recording accounts payable/receivable, processing invoices, identifying and correcting invoice discrepancies and reviewing financial reports daily
  • Responded to clients' requests for quotes, fees and cost within a timely manner while providing great service
  • Operated office equipment in order to complete general duties for team members in our department.

Legal Assistant

Morgan & Morgan
Memphis, TN
06.2014 - 10.2014
  • Collaborated with attorneys to assist with obtaining notice of injuries, wage statements, doctor's appointments, medical records review, settlement sheets
  • Cooperated with legal counsels to coordinate settlement approvals and benefits review conferences with the Tennessee Department of Labor
  • Completed office duties, such as answering phone calls from external attorneys, maintaining client files and preparing, editing, proofreading, faxing, copying correspondence.

Account Manager

CNAC- JD Byrider
Memphis, TN
11.2013 - 06.2014
  • Prepared outstanding account reports, gathered credit and/or collection reference information, generated standard reports and entered customer data into the system
  • Conducted research on delinquent accounts prior to contacting clients to set up payment arrangements and process future payments and assisted with locating delinquent vehicles
  • Submitted information to insurance companies of vehicle claims and verified insurance policies throughout the duration of customer contracts.

Legal Assistant & Collector

Mendelson Law Firm
Memphis, TN
02.2012 - 09.2013
  • Maintained compliance with FDCPA procedures while performing proper collection procedures for clients
  • Drafted summons for multi-party defendants and garnishments and handling of post judgements
  • Operated computer to import new claims into the collection operating system and posted pre-judgment claims
  • Negotiated settlements between client and debtors, recovering on average a total of $20K per month
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.

Assistant Manager

TitleBucks
Memphis, TN
03.2010 - 12.2010
  • Entered current customer data into the computer system to ensure that records were accurate on a daily basis
  • Participated in internal and external marketing, cross-selling products, recording accounts payables/receivables and collections
  • Assist team members with processing incoming titles daily and matching the consignor checks daily to the title and invoice
  • Consulted with clients to answer inquiries and handle complaints while providing outstanding customer service
  • Assisted with the growth of a new store from $0.00 in revenue to $300K in 6 months
  • Maintained delinquency of 2% by managing debt to income ratio when processing loans.

Area Manager

Cash Choice
Memphis, TN
09.2006 - 01.2010
  • Fronted the management of the day to day operations of 2 stores by collecting on consumer and vehicle accounts, scheduling employees, processing payroll, reviewing financial records and identifying ways to increase company brand
  • Answered customer inquiries or concerns in person or by email, fax and telephone in a professional, customer-focused manner
  • Entered current customer data into the computer system to ensure that records were accurate on a daily basis
  • Resolved conflicts promptly to promote a positive environment for customers
  • Trained staff members and new managers on how to complete tasks accurately and efficiently, increasing employee efficiency and productivity yearly
  • Handled all repossessed vehicles.

Loan Processor

Tennessee Title Loans, Inc
Memphis, TN
10.2004 - 09.2006
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Identified opportunities to cross-sell and upsell loan products to customers.
  • Negotiated loan terms and conditions with customers to secure best deal.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Engaged with customers to build rapport and loyalty.
  • Provided positive first impressions to welcome existing, new, and potential customers.

Assistant Manager

Cash Quick
Memphis, TN
10.2003 - 10.2004
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Oversaw opening and closing of branch and monitored overdrafts, collections and stop payments .

Education

Bachelor of Science - Legal Studies

Kaplan University
05.2015 - 11.2016

Associates of Applied Science - Paralegal Studies

ITT Technical Institute
11.2011 - 04.2014

Skills

  • Online Databases - Symitar, Lers,Cases, Lexisnexis, Westlaw, Pacer
  • Customer Relationship Management
  • Investigative Skills
  • Account Monitoring
  • Conflict Resolution
  • Customer Inquiries
  • Team Support
  • Creative Solutions
  • Operations and Procedural Knowledge
  • Good interpersonal, analytical and negotiation skills
  • Leadership
  • Organizational Systems
  • Customer Retention
  • Vendor Relationships
  • Legal knowledge
  • Skip Tracing
  • Delinquent Account Management
  • Collections Regulatory Guidelines
  • Investigation Due Diligence
  • Payment Acceptance
  • Customer Research

Certification

  • NFPA Core Certified Paralegal
  • Attention to Detail (www.testdome.com/certificates/ca818ab444ed4f47a75b86722f053a97

Accomplishments

  • 2017 Promoted to Paralegal Specialist (FedExEmployees Credit Association)
  • 2015 Dean's List ( Kaplan,now Purdue Global)
  • 2014 Valedictorian (ITT Tech)
  • 2010- Assisted in getting newly opened store to 300k in 6 months. (TitleMax/TitleBucks)
  • 2008- Promoted to Area Manager(Budgetline/Cash Choice)
  • 2007- Promoted to Center Manager ( Budgetline/Cash Choice)

Timeline

Collector II

USCB AMERICA
09.2023 - 03.2024

Senior Legal Operations Associate

Google Operations Center
09.2020 - 11.2022

Paralegal Specialist & Collector

FedEx Employees Credit Association
02.2016 - 02.2018

Bachelor of Science - Legal Studies

Kaplan University
05.2015 - 11.2016

Accounting Specialist

Shapiro & Kirsch
10.2014 - 03.2015

Legal Assistant

Morgan & Morgan
06.2014 - 10.2014

Account Manager

CNAC- JD Byrider
11.2013 - 06.2014

Legal Assistant & Collector

Mendelson Law Firm
02.2012 - 09.2013

Associates of Applied Science - Paralegal Studies

ITT Technical Institute
11.2011 - 04.2014

Assistant Manager

TitleBucks
03.2010 - 12.2010

Area Manager

Cash Choice
09.2006 - 01.2010

Loan Processor

Tennessee Title Loans, Inc
10.2004 - 09.2006

Assistant Manager

Cash Quick
10.2003 - 10.2004

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations

Legal Christian Society

Apha Beta Kappa Honor Society

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancementWork from home optionStock Options / Equity / Profit SharingPersonal development programsTeam Building / Company Retreats

Quote

Experience is a hard teacher because she gives the test first, the lesson after.
Vernon Law

Software

Windows, Android, MacOS and iOS

(Microsoft Office, Google Workspace) Office suites

Slack, Zoom, Google Meet, Five9, Cisco Webex,GoTo Meeting, RingCentral

Languages

English
Native language

Interests

Domestic Violence, Homelessness, Civil Rights, Social Change, Reading, History, Foreign languages, Art, and Music

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Dawna Young