Ladasha Berry

I am a dedicated and highly motivated Remote Call Center Customer Service Collector with over 7 years of success in collections, account recovery, and customer service within the financial sector. My expertise lies in inbound and outbound collections, delinquency resolution, and repayment structuring, all while ensuring compliance with FDCPA, UDAAP, and PCI DSS regulations. I am passionate about delivering solution-focused service, building customer loyalty, and improving repayment behavior.

In my current role as Manager of Client Services at Fis Global, I handle over 90 inbound and outbound calls daily, assisting customers with overdue accounts. My negotiation skills have led to a 24% increase in resolution rates for delinquent loans, and I successfully recovered $1.1M in past-due payments in 2023, exceeding team targets by 28%. I take pride in maintaining 100% compliance with regulatory standards and have received recognition as a Top Performer for achieving the highest call quality score.

Previously, I served as Manager of Customer Service at Voya Financial, where I initiated and received 85+ daily calls, arranged structured repayment agreements, and delivered empathetic communication on sensitive financial matters. My commitment to training new agents and ensuring secure data handling has contributed to a culture of excellence and compliance in every role I have held.