Briana Burgest
Las Vegas,NV
Summary
Dynamic Collections Agent with proven success at Dovenmuehle, specializing in debt negotiation and repayment plan structuring. Expert in enhancing collection rates through relationship building and effective communication. Achieved significant operational efficiency by implementing best practices, while consistently delivering exceptional customer service and resolving complex payment issues.
Overview
7
7
years of professional experience
Work History
Collections Agent
Sunbit
Las Vegas, NV
03.2025 - Current
- Managed customer accounts to ensure timely payments and minimize delinquencies.
- Communicated effectively with customers to resolve payment issues and negotiate repayment plans.
- Utilized collection software to track account status and update records accurately.
- Collaborated with team members to develop strategies for improving collection rates.
Collections Agent
Dovenmuehle
Las Vegas, NV
08.2024 - 05.2025
- Communicated effectively with customers to resolve payment issues and negotiate repayment plans.
- Utilized collection software to track account status and update records accurately.
- Collaborated with team members to develop strategies for improving collection rates.
- Conducted thorough reviews of accounts to identify patterns and suggest process improvements.
- Analyzed customer feedback to enhance service delivery and improve client satisfaction levels.
- Trained new agents on company policies, procedures, and effective communication techniques.
- Implemented best practices to streamline collections processes, increasing operational efficiency.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Customer Service Representative
PODS Moving & Storage
Las Vegas, NV
02.2022 - 02.2024
- Resolved customer inquiries and issues using effective communication techniques.
- Processed orders and managed scheduling for moving services efficiently.
- Collaborated with team members to ensure timely delivery of services.
- Maintained accurate records of customer interactions and transactions.
- Implemented feedback mechanisms to enhance service quality and customer satisfaction.
- Developed solutions for recurring issues, improving overall service efficiency.
- Monitored service performance metrics to identify areas for improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Patient Service Representative
Cleveland Clinic
Las Vegas, NV
04.2023 - 12.2023
- Facilitated patient appointment scheduling and registration.
- Provided support in answering patient inquiries and resolving concerns effectively.
- Collaborated with healthcare teams to ensure accurate patient information management.
- Maintained electronic health records to enhance data accuracy and accessibility.
Patient Service Representative
Northwestern
Chicago, IL
01.2019 - 01.2020
- Managed patient check-in and registration processes efficiently.
- Assisted patients in navigating healthcare services and scheduling appointments.
- Provided accurate information regarding insurance coverage and billing inquiries.
- Collaborated with clinical staff to coordinate patient care and resolve issues.
Education
Business Administration And Management
Austin Peay State University
Clarksville, TNNo Degree - Business Administration And Management
Kentucky State
Frankfort KyHigh School Diploma -
Kenwood Academy
Chicago, IL06.2013
Skills
Payment arrangement
Skip tracing
Collections processing
Account management
Debt negotiation
Credit adjustments
Delinquent account management
Debt management
Billing procedures
Repayment plan structuring
Fair debt practices
Repayment negotiations
Collections process improvement
Recovery techniques specialist
Goal orientation
Collections regulatory guidelines
Goals and performance
Relationship building
Credit and collections
Decision-making
Performance improvements
Call center experience
Customer research
Timeline
Collections Agent
Sunbit
03.2025 - Current
Collections Agent
Dovenmuehle
08.2024 - 05.2025
Patient Service Representative
Cleveland Clinic
04.2023 - 12.2023
Customer Service Representative
PODS Moving & Storage
02.2022 - 02.2024
Patient Service Representative
Northwestern
01.2019 - 01.2020
Business Administration And Management
Austin Peay State University
No Degree - Business Administration And Management
Kentucky State
High School Diploma -
Kenwood Academy