Nakia Underdue
Philadelphia
Summary
Focused professional bringing many years' experience to growing industry company. Highly adept in managing billing and collections for single and multisite organizations. Successful in exceeding collections targets when reducing aged accounts.
Recent graduate with extensive training in accounting, excited to secure rewarding role in collections as professional. Well versed in accounts receivable and accounts payable principles with expert data entry skills. Experienced in general ledger accounting, account reconciliation, financial analysis, and financial reporting.
High-performing professional offering extensive background in accounts receivable to growing organization. Successful in efficiently resolving collections issues, discrepancies, and short payments. Team-oriented to mentor junior collections associates when consistently meeting collections goals.
Meticulous professional successful in revenue generation within industry organizations. Highly skilled in negotiating with customers to collect on past due accounts and minimize bad debt. Successful in overachieving performance and collections targets when leading collections teams.
Talented professional with background in collections and expertise in recovery strategy and repayment plan structuring. Successful in fostering goodwill with customers through professional credit management.
Overview
2
2
years of post-secondary education
5
5
years of professional experience
Work History
Collection agent
Simm Associates
Newark
05.2026 - 07.2026
- Managed customer accounts to resolve outstanding payment issues.
- Communicated payment plans to clients effectively and clearly.
- Utilized collections software to track and document interactions.
- Collaborated with team members to improve collection strategies.
- Educated clients on loan terms and repayment options thoroughly.
- Resolved disputes by negotiating solutions with clients directly.
- Provided support to junior agents by sharing best practices regularly.
- Maintained accurate records of all account activities consistently.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
Collection Agent
Sallie Mae
Newcastle
03.2025 - 08.2025
- Built rapport with customers by demonstrating understanding of theirsituation while seeking fair resolutions.•Processed payments and applied to customer balances.•Maintained high volume of calls and met demands of busy and productivegroup.•Negotiated to collect balance in full.•Achieved successful debt collection results by utilizing negotiation skills anddeveloping customized payment plans.•Provided exceptional customer service by empathizing with clients''financial situations while working towards mutually beneficial solutions.•Exceeded monthly targets consistently as a result of strong negotiation skillscombined with effective account management strategies.•Delivered exceptional customer service on collection calls and maintainedcalm and professional demeanor.•Worked in call center environment handling manual and automaticallydialed outbound calls.•Managed past due collection calls, skip tracing, outside collectionsagency coordination and litigation activities.•Complied with fair debt practices and regulatory guidelines and keptcurrent with changing regulations.•Counseled debtors on payment options and arranged installmentagreements.•Persistently reached out to customers with extremely past due accounts torecover lost revenue.•Streamlined the collections process for increased efficiency with detailedrecord-keeping and timely followups.2024-04 - Current ••••••••••••••••••Maintained strict compliance with all federal, state, and companyregulations during each step of the collections process.Collaborated with various departments to ensure accurate billinginformation and resolve any discrepancies promptly.Negotiated with account holders to devise repayment plans and minimizecollections receivables.Contributed to a positive team atmosphere by providing support, sharingknowledge, and participating in departmental initiatives.Maximized revenue recovery through diligent research, verification ofdebtor information, and persistent contact efforts.Recognized as a top performer within the team for consistently surpassinggoals and maintaining high levels of client satisfaction.Participated in ongoing training programs to stay current on industry trends,best practices, and regulatory changes.Negotiated re-payment plans by identifying causes of delinquentpayments to assist in recovery of debt and meet realistic timeframes.Researched accounts and completed due diligence to resolve collectionproblems.Worked with customer to create debt repayment plan based on currentfinancial condition.Listened to customers and negotiated solutions that met creditor anddebtor needs.Contacted customers to discuss past-due accounts and negotiatedpayment plans.Processed debtor payments and updated accounts to reflect newbalance.Responded to customer inquiries and provided detailed accountinformation.Analyzed customer financial records to determine appropriate paymentplan.Maintained accurate records of customer accounts, payments andpayment plans.Entered client details and notes into system for interdepartmental accessand review.Developed and documented collection procedures and policies to
- Managed inbound calls to assist customers with account inquiries.
- Facilitated payment arrangements for past-due accounts effectively.
- Educated clients on loan terms and repayment options clearly.
- Documented customer interactions accurately in the database system.
- Resolved disputes and escalated issues to supervisors when necessary.
- Maintained compliance with internal policies and regulatory guidelines consistently.
- Collaborated with team members to improve collection processes efficiently.
- Provided exceptional customer service to enhance client relationships positively.
Key Holder
Dollar General
Newark
04.2023 - 10.2024
- Assisted customers with inquiries and provided product recommendations.
- Managed inventory levels and organized stock on shelves.
- Trained new employees on store policies and customer service practices.
- Conducted cash handling tasks including register operations and deposits.
- Ensured cleanliness and organization of sales floor and stockroom areas.
- Monitored sales floor for security issues and reported concerns promptly.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
- Collaborated with team members to maintain a positive shopping environment.
- Provided customer service including cashiering, merchandising and restocking shelves.
- Organized backroom storage areas to maximize efficiency of space utilization.
- Replenished merchandise displays throughout the store as needed.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
Pharmacy Technician
Walmart
Newcastle
05.2022 - 11.2023
- Assisted pharmacists in preparing and dispensing medications accurately.
- Managed inventory by restocking shelves and organizing pharmaceutical products.
- Processed prescription orders using pharmacy management software efficiently.
- Provided excellent customer service by answering inquiries and resolving issues.
- Educated patients on medication usage and potential side effects clearly.
- Collaborated with healthcare professionals to ensure optimal patient care effectively.
- Trained new staff on pharmacy procedures and workflow practices thoroughly.
- Maintained cleanliness and safety standards in the pharmacy area consistently.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Managed filing of prescriptions, both electronically and manually.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
Pharmacy Technician
CVS Pharmacy
Newark
02.2021 - 07.2023
- Assisted pharmacists in preparing and dispensing medications accurately.
- Managed inventory by restocking shelves and organizing pharmaceutical products.
- Processed prescription orders using pharmacy management software efficiently.
- Provided excellent customer service by answering inquiries and resolving issues.
- Educated patients on medication usage and potential side effects clearly.
- Collaborated with healthcare professionals to ensure optimal patient care effectively.
- Maintained cleanliness and safety standards in the pharmacy area consistently.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Trained new staff on pharmacy procedures and workflow practices thoroughly.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Managed filing of prescriptions, both electronically and manually.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Restocked shelves with new supplies of medications as needed.
- Organized work areas so that everything was easily accessible when needed.
- Assisted in training new employees on pharmacy procedures.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
Education
Pharmacy Technician
Ultimate Medical Academy
Clearwater, FL 06.2020 - 06.2022
Christiana High School
Newark, DelawareSkills
- Account management
- Collections software
- Payment negotiation
- Fair debt practices
- Record keeping
- Customer relationship management
- Regulatory compliance
- Dispute resolution
- Process improvement
- Performance tracking
- Active listening
- Clear communication
- Team collaboration
- Client education
- Problem solving
- Aged account reporting
- Debt management
- Payment arrangement
- Credit adjustments
- Repayment negotiations
- Collections processing
- Billing procedures
- Billing and collections best practices
- Skip tracing
- Financial controls development
- Goal orientation
- Collections process improvement
- Financial reporting
- Repayment plan structuring
- Collections regulatory guidelines
- Delinquent account management
- Credit control
- Relationship building
- Payment plan management
- Stress management techniques
- Call center background
- Following conversation scripts
- Skip tracking
- System maintenance
Timeline
Collection agent
Simm Associates
05.2026 - 07.2026
Collection Agent
Sallie Mae
03.2025 - 08.2025
Key Holder
Dollar General
04.2023 - 10.2024
Pharmacy Technician
Walmart
05.2022 - 11.2023
Pharmacy Technician
CVS Pharmacy
02.2021 - 07.2023
Pharmacy Technician
Ultimate Medical Academy
06.2020 - 06.2022
Christiana High School