Kiesha A Wilson
550 NW 183rd Street Miami, Fl. 33169 â€¢ (305) 409-1846 â€¢ firstname.lastname@example.org
Professional Account Manager
I am broadly experienced in financial services and customer service management across banking, the auto industry and telecommunications industries. Knowledgeable, analytical and personable with excellent problem solving skills and I bring strengths in the areas of credit and collection, financial planning and reporting, and risk management. To bring my knowledge based skills to a company in order to advance and have growth opportunity and stability.
Demonstrated success record in:
ï‚§ More than 8 years of experience of this field with strong knowledge of finance and accounting.
ï‚§ Skilled in team leadership with a proven aptitude to analyze and translate complex resolutions and lead special projects in order to achieve revenue growth and customer retention.
ï‚§ Demonstrated the ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
ï‚§ Proactive planning led to notable increase in morale in all departments.
ï‚§ Special projects for the collections department as an incentive for collectors.
ï‚§ Strong skills in the areas of customer service, and collections; 1st party, 3rd party, bankcard, auto loans, student loans, Business to Business(Commercial) and charge off accounts.
ï‚§ Able to work as a communicator
ï‚§ Able to manage departmental or project budgets
â€¢ Project Leadership â€¢ Organization Development â€¢ Account Development
â€¢ Customer Relations â€¢ Training and Evaluation â€¢ Budgeting/ Forecasting
â€¢ Plan Strategies â€¢ Compliance/Personnel Records â€¢ Reporting
HIGHLIGHTED CAREER ACHIEVEMENTS
â€¢ Revenue Generation â€“ Prevented unnecessary voluntary repossessions, by carefully approving effective workout programs, meticulously analyzed financial statements, and debt to income rations, payment records, credit worthiness and ability to adhere to repayment program.
â€¢ Account Development â€“ Uncovered fraudulent activities through detailed account investigation and complete account documentation. Reduced the charge off rate by 90%.
â€¢ Market Penetration â€“ Awarded with the best churn decrease rate at T-Mobile, by offering additional products and services to promote he T-Mobile wireless brand and retaining customer loyalty and business.
â€¢ Customer Satisfaction â€“ Maintained the highest levels of quality control and ensured that staff members took the best possible corrective actions based on proven collection methods.
First Data Global Leasing, Coral Springs Fl. 2011-Present
â€¢ Maintain all daily and monthly productivity reporting
â€¢ Support Management with daily functions prepare case files when doing law suits
â€¢ Initiate strategies to reduce delinquency and loss
â€¢ Handle escalated calls from the Reserve Hotline in reference to funds being held/diverted
â€¢ Negotiate with customers, attorneys and others parties of interest in order to secure arrangements
â€¢ Establish and monitor settlement arrangements
â€¢ Accurately document collection activities on Infolease & MSA
â€¢ Use multiple systems to update new DDA information and the ability to divert funds
â€¢ Keep reports on monthly diversion and refund request
â€¢ Create excel reports to give daily updates on department goals
â€¢ Prepare legal documents for settlement letters
â€¢ Use E-Oscar for credit reporting disputes
Hyundai Capital America, Austell, Ga. 2010 â€“ 2011
Senior Collections Representative
â€¢ First party collections using a predictive dialer.
â€¢ Skip bad numbers queue of 100-150 accounts daily.
â€¢ Delinquent high risk accounts for HCA; 30-90 days past due.
â€¢ Responsible for second talks offs from team members and new hires.
â€¢ Responsible for setting daily goals for the team.
â€¢ Repossession of collateral for non-payment and non-compliance.
â€¢ Certified for the use of the CBS Call Model.
First Investors, Atlanta, Ga. 2008-2010
Client Collections Team Lead
Promoted to manage a unit of 10 collectors and served as an account team leader.
â€¢ Coached and developed team members on redirecting irate customers, and talks offs for voluntary surrenders.
â€¢ Managed dialer campaigns for effective call strategies.
â€¢ Interact direct with both management and employees.
â€¢ Responsible for meeting monthly department goals set by management.
The CBE Group, Inc., Atlanta, Ga. 2008
Certified DOE Collections Representative
â€¢ Negotiate payment arrangements that are sufficient to get out of default.
â€¢ Adhere to compliance regulations and collections practices.
â€¢ Work effectively in a team-work oriented call center environment.
â€¢ Utilize the dialer and Noble systems.
â€¢ Complete understanding and adherence to FDCPA.
â€¢ Contributed to increasing revenue for the company and low fall out rate.
Car Max Auto Finance, Kennesaw, Ga. 2006-2008
â€¢ Responsible for motivating team members to meet company targets, objectives and set goals.
â€¢ Coaching and Development by conducting monitors, account audits, side by side sessions, desk reviews and monthly team meetings.
â€¢ Maintain quality control/ satisfaction by monitoring calls and scoring them according to compliance.
â€¢ Processed payments by phone, issued customer disputes
â€¢ Provide consistent performance feedback.
T-Mobile, Fort Lauderdale, Fl. 2003-2005
Team Lead for Customer Service Representatives
â€¢ Issued new line installation orders, and performed customer follow- ups.
â€¢ Processed payments by phone, demonstrate best judgment in disbursement of adjustments and credits.
â€¢ Monitored call volume and assisted with the overflow of inbound calls.
â€¢ Take escalated calls.
â€¢ Assist the floor supervisors in daily work allocation and acts as a resource for the customer service reps and new hires.
Bachelorâ€™s Degree upon completion in Human Resources Management,
References Furnished Upon Request.