Kahlil Brooks
Atlanta,GA
Summary
Experienced Customer Service Sales Representative with 8 years in dynamic call center environments. Proven track record in converting leads into customers, building customer rapport, fostering client loyalty, and enhancing customer retention. Demonstrated proficiency in managing 500+ calls weekly, exceeding company quotas. Proficiently delivered courteous, prompt, and accurate service, providing effective solutions to customer needs. Possesses first-rate negotiation, problem-solving and time management skills. Adept at handling escalated matters with composure and tact.
Overview
9
9
years of professional experience
Work History
Student Loan Specialist
Auguste Escoffier School of Culinary Arts
2023.12 - Current
- Provided quality customer service and account resolution to borrowers via incoming or outgoing phone calls, texts, and emails regarding their federal student loans.
- Managed 500 calls per week, advising borrowers the best methods of managing their student loan accounts
- Utilized Salesforce CRM for data entry, record keeping, customer data accuracy, and communication with borrowers.
- Counseled borrowers on available repayment options, forbearance and/or deferment options.
- Assisted borrowers with their student loans and applications, reducing delinquency and prevented borrowers from reaching student loan default.
- Utilized approved resources and internet sites to obtain location/contact information for borrowers.
- Counseled students on the process of conducting exit counseling, grace counseling outreach, and answer any other questions pertaining to default management.
Service Member and Veteran Liaison
MOHELA
2022.01 - 2023.11
- Managed 425 calls per week, discussing : account information, payment history, credit reporting, interest accrual, Power of Attorney documents and Borrower Defense (legal).
- Drafted written responses towards student loan borrowers, Federal Student Aid (Department of Education), Ombudsman groups, Congressional members and State Entities regarding borrower complaints.
- Utilized Salesforce CRM for data entry, record keeping, customer data accuracy and document reception from borrowers, Department of Education, State Entities and Congressional members.
- Counseled Service Members and Veteran borrowers on DD214, Public Service Loan Forgiveness and the Total and Permanent Disability Discharge program(s).
- Trained in conflict resolution among subordinates, equals and superiors.
- Counseled borrowers on the best repayment plans, loan forgiveness programs and courses of action to take towards paying off their student loans.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Sales Representative
Bath Fitter
2020.01 - 2020.04
- Generated leads from cold-calling and contacted leads regarding bathroom renovations.
- Scheduled appointments for home visits, closing on leads.
- Received incentives, bonuses and achieved 100% QA's.
- Closed on sales via soft skills, producing value for the company.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
- Engaged in friendly conversation with customer to better uncover individual needs.
Loan Counselor II/Default Prevention Representative
PHEAA
2015.05 - 2019.12
- Managed 500 calls per week, earning incentives and promotions for accurately curing delinquent student loan accounts.
- Via PHEAA'S policies and personal customer service experience, revitalized company scripts and peer trained colleagues, decreasing call volume by 15%.
- Counseled student loan borrowers with beneficial strategies towards their Title IV and private student loan accounts.
- Exceeded PHEAA's weekly and monthly quotas, obtained 100% QA reviews.
- Assisted borrowers with completing applications. Processed applications, checks, ACH payments and debit card payments.
- Handled customer complaints with relative ease by conducting research, listening carefully, and taking appropriate action.
- Reduced default rates by implementing thorough risk assessments and recommending the best repayment plans, loan forgiveness options and discussing refinancing loan terms.
Education
Communication Studies
HACC, Central Pennsylvania's Community College
Harrisburg, PA08.2015
High School Diploma -
Central Dauphin Senior High School
Harrisburg, PA06.2014
Skills
- Multitasking
- Interpersonal Skills
- Record Keeping
- Problem Solving
- Customer Interaction
- Adaptability
- Direct Sales
- Cold Calling
- Communication
- Attention to Detail
- Administrative abilities
- Empathy and patience
Additional Information
Salesforce CRM, Avaya CRM, Microsoft Excel, Microsoft Word, Microsoft Powerpoint, Microsoft Outlook, Microsoft Access, Campus Nexus CRM and Lexis Nexus CRM.
Timeline
Student Loan Specialist
Auguste Escoffier School of Culinary Arts
2023.12 - Current
Service Member and Veteran Liaison
MOHELA
2022.01 - 2023.11
Sales Representative
Bath Fitter
2020.01 - 2020.04
Loan Counselor II/Default Prevention Representative
PHEAA
2015.05 - 2019.12
Communication Studies
HACC, Central Pennsylvania's Community College
High School Diploma -
Central Dauphin Senior High School
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