BRIYONNA OSBORNE
Tulsa,OK
Summary
Personable Customer Service offering 15 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Enthusiastic professional proudly touting multiple awards for exceptional customer service. A team player poised in all types of situations. Pursuing a new opportunity as a Customer Service Lead.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lead Collection Specialist
McCarthy Burgess &wolf
03.2024 - Current
- Enhanced debt recovery rates by implementing effective collection strategies and techniques.
- Negotiated payment plans with customers to achieve mutually beneficial outcomes for both parties.
- Introduced innovative solutions such as automated reminders, contributing to higher contact rates between agents and customers.
- Created monthly reports detailing departmental progress towards reaching established KPIs and identifying areas requiring further attention or improvement efforts.
BUSINESS PROJECT ANALYST MANAGER
Verizon wireless
12.2018 - 04.2023
- Utilized SQL queries, Excel macros, and other software programs to extract and analyze data from various sources
- Created detailed project plans with milestones and deliverables for successful implementation of new initiatives
- Developed strong organizational and time management skills to prioritize multiple tasks in a fast-paced environment
- Utilized problem-solving techniques to identify customer needs and develop customized solutions that resulted in increased sales revenue
- Managed business accounts through strategic positioning, creative execution and post-campaign analysis
- Maintained accurate records of all client interactions including sales figures, account information, payment details
- Created detailed marketing plans based on customer feedback which improved brand recognition significantly
- Negotiated with customers to reach payment agreements
- Demonstrated strong customer service skills while communicating with customers regarding payment arrangements
- Negotiated payment arrangements with customers to ensure timely resolution of delinquent accounts
- Performed skip tracing activities to locate debtors and verify contact information
- Monitored outstanding account balances and determined need for further collections action
- Developed and maintained effective working relationships with customers, colleagues, and management
- Resolved customer billing issues to expedite cash flow
- Executed collection calls and correspondence to solicit payment on overdue account balances
- Managed a portfolio of delinquent accounts by utilizing collection strategies and techniques
- Processed manual payments received from customers accurately according to company policy
- Ensured compliance with all applicable laws, regulations, and ethical standards related to collections operations
- Maintained accurate records of collections activity including payments received and payment plans established
- Leveraged payment plan system to reduce customer delinquency
- Provided timely feedback on customer inquiries, concerns, and issues in a professional manner
- Analyzed data to identify trends and opportunities for account optimization
- Trained new team members on best practices for managing B2B accounts
- Identified potential risks associated with B2B accounts and created mitigation plans accordingly
- Successfully managed multiple customer accounts and developed relationships with key stakeholders
- Created detailed reports on market trends, competitive analysis, and sales performance.
AUTO CLAIMS ADJUSTER
USAA
09.2018 - 11.2019
- Reviewed and evaluated auto claim documents for accuracy, completeness, and compliance with applicable laws, regulations, and company procedures
- Ensured compliance with company policies and procedures as well as applicable state regulations
- Adhered to state-specific regulations while processing claims accurately and efficiently
- Provided superior customer service by responding quickly and courteously to inquiries from customers regarding their auto insurance claims
- Documented claims information in electronic claims management system
- Investigated claims thoroughly by obtaining facts from claimants and witnesses; evaluating damages; determining compensability of losses; negotiating settlements; verifying coverage
- Resolved customer complaints regarding auto insurance policies promptly and professionally
- Processed high volumes of work efficiently while meeting established deadlines
- Evaluated liability decisions to determine if coverage applies to a particular loss or situation
- Worked collaboratively with colleagues across departments throughout the organization
- Determined if subrogation existed and took steps to initiate recovery efforts
- Assessed actual damages associated with claims to conduct negotiations and settle claims
- Settled claims to contribute to business production goals and objectives
- Utilized various software programs to document information related to claim files such as Microsoft Office Suite.
RECOVERY & BANKRUPTCY ANALYST TOTAL LOSS SPECIALIST
Hyundai
05.2016 - 09.2018
- Strategized a knowledge course to help new hires in their 90-day probation period
- Helped with call escalations and resolved customer issues
- Conducted side by sides with new hires to ensure they understood the claims process
- Assisted managers with training new employees and events for the department
- Evaluated coverage, liability, and damages on vehicles to come to settlement agreements
- Handled total loss claims by retrieving documents from insurance companies and processing the claim
- Handled bankruptcy accounts that owed balances and retained documents for the attorneys and processed reaffirmation agreements
- Effectively communicated with clients and other team members in a professional manner
- Attended training sessions to increase knowledge and skills
- Negotiated settlements between creditors and debtors to ensure maximum benefit for both parties involved in the proceedings
- Facilitated communications between debtors and creditors after confirmation of plan has been issued by court
- Provided guidance to clients throughout the entire process of their bankruptcy cases from initial consultation through discharge or dismissal of case.
- Provided customer service with helping customers with needs in bankruptcy and total loss claims
RECOVERY SPECIALIST
ONE MAIN
04.2014 - 04.2016
- Oversee customer accounts to resolve delinquency
- Provide customer service in assisting customers
- Locate customers using credit bureau information, documents, and other paperwork or databases
- Utilize a very complex computer system to handle customers' loan accounts
- Work with credit controllers to contact debtors to pursue payments and process any necessary claims.
CUSTOMER SERVICE REPRESENTATIVE
HERTZ
07.2012 - 03.2015
- Assisted customers with making reservations and assisting with billing issues and providing good customer care
- Took on team lead responsibilities and moved to other departments for assistance
- Provided excellent customer service and product knowledge
- Completed claims for damages to rental cars.
Education
BASICS -
CENTRAL HIGH SCHOOL
CERTIFICATE -
EVENT TOURISM MANAGEMNT
Skills
- Very organized and able to meet deadlines
- Open to new ideas and receiving feedback
- Desire to thrive in a remote, production based environment
- Strong decision-making skills
- Working experience in one or more estimating CCC One and/or Audatex
- Being on time and multi-tasking
- Excellent verbal and communication skills
- Team Player with positive attitude and t
- Ability to work well with others
- Project Management
- Staf Training
- CRM Systems
- Product Development
- Microsoft Oce Suite
- BI Tool and System Design
- Negotiation
- Consulting
- Strong customer service skills
Certification
- Claim Adjuster License
- Certied Special Events professional
Timeline
Lead Collection Specialist
McCarthy Burgess &wolf
03.2024 - Current
BUSINESS PROJECT ANALYST MANAGER
Verizon wireless
12.2018 - 04.2023
AUTO CLAIMS ADJUSTER
USAA
09.2018 - 11.2019
RECOVERY & BANKRUPTCY ANALYST TOTAL LOSS SPECIALIST
Hyundai
05.2016 - 09.2018
RECOVERY SPECIALIST
ONE MAIN
04.2014 - 04.2016
CUSTOMER SERVICE REPRESENTATIVE
HERTZ
07.2012 - 03.2015
BASICS -
CENTRAL HIGH SCHOOL
CERTIFICATE -
EVENT TOURISM MANAGEMNT