Kabrina Howard
Summary
Experienced Customer Service Representative with a proven track record of efficiently managing communication channels and consistently surpassing established goals. Possesses exemplary teamwork, time management, and communication abilities. Proficient in problem-solving and conducting strategic account reviews to consistently deliver exceptional outcomes within the demanding landscapes of both financial services and healthcare sectors.
Overview
8
8
years of professional experience
Work History
Collections Specialist
Credit Control LLC
Remote
12.2022 - Current
- Manage 250+ inbound and outbound communication channels, ensuring strict adherence to Federal/State laws, company policies, and ethical standards.
- Successfully negotiate payment agreements to recover lost revenue, driving individual and team performance.
- Strategically review medical and financial accounts, optimizing collection efforts and meeting monthly goals.
Quality Assurance Analyst
Sykes
Remote
05.2020 - 12.2022
- Conducted call monitoring and 125 weekly audits, analyzing quality reports to enhance call center performance.
- Provided weekly individual and team coaching sessions to improve performance metrics.
- Contributed to call calibration and new hire training sessions, ensuring alignment with quality expectations.
Customer Service Representative
Sykes
North Carolina
11.2019 - 05.2020
- Supported inbound calls at a rate of 20 calls per hour while delivering exceptional customer service and problem-solving techniques, ensuring customer satisfaction
- Investigated and addressed inquiries and service requests across multiple channels, ensuring resolution of complex issues
- Managed escalated complaints, documenting interactions and outcomes for follow-up
Physical Therapy Technician
Pivot Physical Therapy
Virginia
07.2018 - 07.2019
- Upheld patient confidentiality and compliance with HIPAA/OSHA regulations
- Assisted with patient check-in, including insurance verification and registration
- Monitored and education patients during therapy sessions on equipment usage and exercise routines, reporting any concerns to the physical therapist
- Prepared and administered modality treatments under supervision, maintaining accurate patient records
Sales Associate
Dicks Sporting Goods
Virginia
07.2016 - 07.2019
- Provided seamless assistance across various store departments, contributing to overall operational efficiency and customer satisfaction
- Managed transactions, returns and exchanges, and online order fulfillment ensuring inventory accuracy
- Played a pivotal role in team development by conducting comprehensive training sessions on company programs.
Education
Masters in Sports Management -
Virginia State University
05.2019
Bachelor of Science in Sport Science & Fitness Management -
North Carolina Agricultural & Technical State University
12.2016
Skills
- Customer service
- Communication
- Data entry
- Microsoft Office
- Medical terminology
- Problem solving
- Teamwork
- Time management
- Attention to detail
- Compliance
- Multitasking
- Financial Services
- Negotiation
Timeline
Collections Specialist
Credit Control LLC
12.2022 - Current
Quality Assurance Analyst
Sykes
05.2020 - 12.2022
Customer Service Representative
Sykes
11.2019 - 05.2020
Physical Therapy Technician
Pivot Physical Therapy
07.2018 - 07.2019
Sales Associate
Dicks Sporting Goods
07.2016 - 07.2019
Masters in Sports Management -
Virginia State University
Bachelor of Science in Sport Science & Fitness Management -
North Carolina Agricultural & Technical State University
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