Summary
Overview
Work History
Education
Skills
Languages
Timeline

Hillary Kounkorgo

Columbus,OH

Summary

Passionate and organized problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

Borrower Success Associate

Upstart
08.2021 - Current
  • Responded to individual borrower inquiries via phone and email and provided detailed account information with timely and accurate updates.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Took initiative to investigate and manage issues outside documented occurrences to initiate corrective action.
  • Worked with borrower to create debt repayment plan that met creditor and debtor needs in compliance with fair debt collection practices.

Provisioning and Activation Specialist

Spectrum
10.2018 - 08.2019
  • Initiated out-bound calls to coordinate schedules and set appointments.
  • Identified and resolved coding errors using probing questions.
  • Assisted in porting personal and business telephone numbers to the Spectrum network.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Handled complaints and re-directed calls to the proper team member.

Case Manager

HKT Teleservices (AirBnb)
02.2017 - 10.2017
  • Handled host and guest inquiries promptly to maintain high satisfaction rates.
  • Established calm environment for dispute settlement, utilizing conflict resolution techniques and forward-thinking to reach agreements to contentious issues between host and guest.
  • Educated host and guest about billing, payment processing and support policies and procedures.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.

Customer Service Representative

Safelite Auto Glass
12.2014 - 06.2016
  • Supported customers in insurance billing application completion while liaising between insurance company and client.
  • Provided product benefits and advantages and discussed pricing with interested parties.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales.

Education

High School Diploma -

Reynoldsburg High School, Reynoldsburg, OH
06.2012

Skills

  • Account and Records Management
  • Chat Platforms
  • Conflict Resolution/Mediation
  • Critical Thinking
  • Research
  • Technical Support
  • Scheduling
  • State Law

Languages

French
Native or Bilingual

Timeline

Borrower Success Associate - Upstart
08.2021 - Current
Provisioning and Activation Specialist - Spectrum
10.2018 - 08.2019
Case Manager - HKT Teleservices (AirBnb)
02.2017 - 10.2017
Customer Service Representative - Safelite Auto Glass
12.2014 - 06.2016
Reynoldsburg High School - High School Diploma,

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Hillary Kounkorgo