KAYLA Eddie
Newport News,VA
Summary
Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates.
Overview
13
13
years of professional experience
Work History
Escalation Specialist
Whirlpool
Cleveland, TN
07.2021 - 07.2024
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Managed multiple customer accounts simultaneously while providing superior service.
- Maintained a high level of quality assurance throughout the escalation process.
Account Manager
Portfolio Recovery Associates
Newport News, VA
08.2014 - 11.2016
- Managed a portfolio of delinquent accounts and implemented strategies to reduce delinquency.
- Adhered to established policies regarding debt collection processes and procedures.
- Monitored the progress of sales campaigns and adjusted plans as needed.
- Resolved conflicts between team members in an effective manner while maintaining positive relationships among coworkers.
- Developed relationships with customers to encourage resolution of overdue accounts.
- Developed and implemented a successful sales strategy to increase revenue.
- Coached and mentored sales representatives on best practices, customer service, and product knowledge.
Account Representative
NCO
Hampton, VA
03.2011 - 11.2011
- Provided excellent customer service to ensure client satisfaction.
- Resolved customer complaints in a timely manner.
- Participated in training programs designed to enhance job knowledge.
- Developed comprehensive account plans tailored to each client's needs.
- Utilized consultative approach to gain trust and confidence of customers.
- Maintained accurate and complete records on past due accounts and collection actions.
- Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
- Processed orders promptly according to established procedures.
Education
High School Diploma -
Heritage High School
Newport News, VA06-2011
Skills
- De-Escalation Techniques
- Collections Management
- Order Processing
- Customer Service
- Account Management
- Employee Coaching
- Client Retention Strategies
- Reporting and documentation
Timeline
Escalation Specialist
Whirlpool
07.2021 - 07.2024
Account Manager
Portfolio Recovery Associates
08.2014 - 11.2016
Account Representative
NCO
03.2011 - 11.2011
High School Diploma -
Heritage High School
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