Heather McKoy
Canton,GA
Summary
Customer service and operations professional with a strong background at Harley-Davidson Financial Services, where I specialized in account recovery, compliance, and conflict resolution in high-pressure environments. Skilled at balancing empathy with policy enforcement, maintaining professionalism under stress, and delivering solutions that preserve customer loyalty. Now pursuing a career as a Flight Attendant with Delta Airlines, combining corporate precision, safety focus, and a passion for hospitality to create world-class passenger experiences that reflect Delta’s values of care, excellence, and reliability.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Recovery Agent
Harley Davidson Financial Services
04.2023 - Current
- Reviewed 80-100 accounts per day that were behind on payment to decide appropriate action.
- Called a minimum of 30 accounts per day, and handled inbound calls.
- Located people failing to appear in court, or hidden collateral by skip tracing.
- De-escalated tense situations with professionalism and empathy, ensuring peaceful outcomes in high-stress situations.
- Worked directly with customers to resolve financial issues in a clear, respectful and empathetic communication.
- Worked directly with law firms, police departments, repossession companies and investigative agencies.
- Built rapport with diverse individuals, fostering trust and cooperation even in difficult circumstances.
- Accurately documented customer interactions and legal compliance, ensuring safe and secure handling of sensitive information.
Recovery Agent
Big Time Recovery
09.2022 - 02.2023
- Reviewed and managed between 100-125 accounts per day that were behind on payment to decide appropriate action.
- Oversee and update cases and accurate daily and weekly reporting.
- Managed a high call volume of inbound and outbound calls 50-60+ per day.
- Proficient in industry systems such as RDN, DRN, TLO, E-port and IDI.
- Conduct thorough online research using various databases and resources to locate individuals and assets.
- Maintained excellent verbal communication and conflict resolution.
Receptionist
Campers Inn RV
03.2018 - 06.2021
- Answered central telephone system and directed calls accordingly. Provided detailed information and instructions to customers, both in person and over the phone, with clarity and poise.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted and assisted guests with professionalism and warmth, ensuring a positive first impression in a fast paced environment.
- Handled incoming calls, walk-in guests and administrative tasks simultaneously, demonstrating strong time management.
- Resolved guest issues and any scheduling conflicts with a solution oriented approach.
Receptionist
Camping World RV Sales
08.2016 - 03.2018
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Delivered exceptional customer service in a high volume retail environment, ensuring guests felt welcomed, informed and supported throughout their visit.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained confidentiality of sensitive data to protect customer and business information.
Education
No Degree - Private Certified Investigator
Kennesaw State University
Kennesaw, GA01-2021
High School Diploma -
Continental Academy
Miramar, FL01-2007
Skills
- Customer Service
- Conflict Resolution
- Problem Solving
- Situational Awareness
- Safety Compliance
- Adaptability and Flexibility
Certification
Currently working to obtain Six-Sigma Yellow Belt certification. This certification is training me in process improvement and problem-solving using data-driven methods. It demonstrates an understanding of efficiency, quality control and teamwork.
Timeline
Recovery Agent
Harley Davidson Financial Services
04.2023 - Current
Recovery Agent
Big Time Recovery
09.2022 - 02.2023
Receptionist
Campers Inn RV
03.2018 - 06.2021
Receptionist
Camping World RV Sales
08.2016 - 03.2018
No Degree - Private Certified Investigator
Kennesaw State University
High School Diploma -
Continental Academy
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