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Dovani Isaacs

@dovaniisaacs

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Collections Associate at Sutherland handling overdue accounts, payment plans, and customer inquiries.

Jamaica

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At Sutherland, I contact customers about overdue bills, discuss reasons for non-payment, and arrange repayment terms. I also process payments and document collection activity.

As an Acting Quality Analyst at Sutherland, I monitored consultant transactions against predefined parameters and participated in calibration and root cause analysis activities. My experience also includes handling customer inquiries and resolving issues as a Human Resources Associate.

Experience

Work history, roles, and key accomplishments

Current

Collections Associate

Current

Sutherland

Mar 2025 - Present (1 year 7 months)

Contacted customers about overdue bills, negotiated payment plans, and collected outstanding debts. Identified delinquent accounts, set up repayment terms, processed payments, and maintained accurate records.

Collections Negotiation Customer Service Documentation

Acting Quality Analyst

Sutherland

Feb 2026 - Apr 2026 (2 months)

Monitored transactions handled by consultants based on predefined parameters to identify improvement opportunities. Participated in calibration sessions, root cause analyses, and reported fatal or critical errors.

Monitoring Evaluation Root Cause Analysis Documentation

Human Resources Associate

Sutherland

Sep 2023 - Dec 2024 (1 year 3 months)

Handled customer inquiries, resolved issues, and maintained positive relationships by providing product/service information and managing complaints. Documented interactions in a CRM system.

Customer Service Communication Skills Problem Solving CRM Phone Support Email Support

Education

Degrees, certifications, and relevant coursework

deCarteret College

Distinction Diploma in Arts and Humanities Studies, Arts and Humanities

Grade: Distinction

Activities and societies: Prefect, Co-Founder of Dance Club, Student Council Representative, Public Relations Officer, Vice-President of Sign Language Club, Assistant Vice-President of Dance Club, Yearbook Committee Member (Photography Division).

Completed a Distinction Diploma in Arts and Humanities Studies with 9 CSEC passes.