Adrian Mckinney
Farmers Branch,TX
Summary
Analytical professional proficient in reporting and providing key performance coaching to employees. Solid team player with strong persuasion skills. Maintained positive rapport with customers and staff in collection-related tasks.
Overview
17
17
years of professional experience
Work History
Collections Supervisor
The CMI Group
Coppell, TX
05.2014 - Current
- Produced monthly reports detailing progress against established goals for collections activity.
- Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.
- Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
- Mentored collection team on successful tactics to increase workflow and productivity.
- Managed a high volume of incoming calls from customers inquiring about their past due accounts.
- Assisted in developing training materials for new hires in the Collections Department.
- Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
- Investigated escalated customer inquiries or disputes concerning billing errors or discrepancies.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to collections activities.
- Trained new staff members on proper collection techniques, policies, and procedures.
Customer Service Representative
Neopost
Richardson, TX
08.2012 - 04.2014
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
- Analyzed customer feedback data to identify areas of improvement.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Analyzed customer service metrics to prepare reports for management.
- Provided regular performance feedback and coaching to team members.
Customer Service Representative
AtScale
Farmers Branch, TX
07.2011 - 07.2012
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
Customer Service Representative
Sprint
Fort Worth, TX
04.2007 - 04.2010
Education
Some College (No Degree) -
Richland College
Dallas, TXSkills
- Collections
- Credit and collections
- New Hire Training
- Team Supervision
- Staff Training
- Reporting and documentation
- Employee Retention
- Client resolution
- Relationship Building
- Staff Motivation
- Coaching and Mentoring
- Time Management
Timeline
Collections Supervisor
The CMI Group
05.2014 - Current
Customer Service Representative
Neopost
08.2012 - 04.2014
Customer Service Representative
AtScale
07.2011 - 07.2012
Customer Service Representative
Sprint
04.2007 - 04.2010
Some College (No Degree) -
Richland College
Similar Profiles
Rachell GonzalezRachell Gonzalez
Collections Specialist at The CMI GroupCollections Specialist at The CMI Group
Vidal GomezVidal Gomez
Debt Collector at The CMI GroupDebt Collector at The CMI Group
PHILIP GOMEZPHILIP GOMEZ
Training Manager at The CMI GroupTraining Manager at The CMI Group
Micky FolashadeMicky Folashade
Account Receivable Specialist at SkinCeuticalsAccount Receivable Specialist at SkinCeuticals
Javasia BrunsonJavasia Brunson
Field Superintendent at JC MillworkField Superintendent at JC Millwork