SHAKIRAH A.

BILAL
6D Bitterroot Court
Owings Mills, MD 21117
443-691-3937
www.shakirahbilal.com
sbilal_24@hotmail.com



OBJECTIVE:
To obtain a position at a professional business where I can display my vast knowledge of finance and
accounting that can potentially lead to advancement.


PROFILE:
Eight years of financial customer care and six years of and collections experience. Work well with a team
& individually, superb organizational, written and verbal skills, exceedingly productive in a high volume
environment.


EDUCATION:
Randallstown High School
Class of 2002


EMPLOYMENT HISTORY

Comcast Cable, Baltimore, MD
Credit and Collections Representative
Jan. 2012 June 2014
Responsible for handling inbound telephone calls for cable, internet, televsion and home security
issues which are predominantly routine, but sometimes requires deviation from standard screens,
scripts, and procedures. Research disputed delinquent account balances, correcting any errors,
including misapplied payments or overpayments and process bankruptcies. Set customers up on
payment plans when applicable and grant extensions to ensure currency and prevent service
interruptions. Process electronic checks and credit card payments through Western Union
Speedpay. Research and investigate customer issues, ticketing issues submitted to the
departmental email box or ticketing system. Issue daily reports on the status of delinquent
accounts and tracks collections efforts. Verify accounts before processed to collection agency and
update collection agency to remove accounts. Schedule nonpaying accounts for field
disconnection. Maintain individual, team and departmental monthly goal all while working under
minimal supervision.


Toyota Financial Services Owings Mills, MD
Collections Customer Service Representative
Jan. 2009 Nov. 2011
Handled customer accounts accurately in a timely manner, helped customers resolve delinquency
by waiving late charges, granted extensions and due date changes when appropriate, reviewed
account history with customers and proposed solutions to ensure currency with payments, applied
financial changes to customers accounts when applicable, processed electronic payments via
Western Union Speedpay, implied skip tracing techniques for customer location, submitted
vehicles for repossession and charge off when necessary, exceeded daily goal of working 40
accounts per day and contacted over the eight customer minimum.


Adecco Owings Mills, MD
Inventory Control Unit Clerk (Toyota Financial Services)
March 2008 Jan. 2009
Routed outgoing certified and regular mail, calculated excess mileage on returned leased vehicles,
billed customers for outstanding payments, assisted dealerships in customer warranty
cancellations, generated rights letters for clients in order to redeem their vehicle after
repossession, administered letters of guarantee to be sent to customers insurance company once
vehicle was deemed a total loss, provided additional support to ensure continuity of service and
maximum productivity.


ALW Sourcing LLC Baltimore, MD
Collections Specialist
June 2007 March 2008
Consolidated outstanding accounts, processed payments through electronic checks and credit
cards, met monthly goal, made 150 calls a day with an average talk time of four hours, implied
skip tracing methods through authorized internet sites, stayed in compliance with the FDCPA.

Priority One Staffing Agency Owings Mills, MD
Customer Service Representative
Nov. 2006 May 2007
Provided support services to Visa clients nationwide and internationally in activating and
deactivating credit, debit, and gift cards, assisted approximately 150 financial institutions in
alerting customers with possible fraudulent transactions on their visa cards.

References available upon request